Managing the retail salesforce for superior service quality
This study examines the perspectives of retail and service managers and workers to determine what managerial actions should result in superior service quality. The study extends the primary model of service quality in marketing, the Gap Model, using Agency Theory and Transaction Cost Analysis as wel...
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| Language: | ENG |
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ScholarWorks@UMass Amherst
1996
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| Online Access: | https://scholarworks.umass.edu/dissertations/AAI9619411 |