Managing service quality: Human resource management strategies
This article reports the results of an empirical evaluation of a conceptual service encounter management model (Govender, 1999). The various hypotheses proposed to show a relationship between formal and informal socialisation strategies, and the bank employees' perception of the organisational...
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| Format: | Article |
| Language: | English |
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AOSIS
2000-06-01
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| Series: | SA Journal of Industrial Psychology |
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| Online Access: | https://sajip.co.za/index.php/sajip/article/view/719 |