共 50 条
- [3] FRONT-LINE CUSTOMER SERVICE - 15 KEYS TO CUSTOMER SATISFACTION - CARR,C [J]. TRAINING AND DEVELOPMENT JOURNAL, 1990, 44 (09): : 91 - &
- [5] KNOWLEDGE MANAGEMENT at the customer front-line [J]. JOURNAL OF THE INSTITUTE OF TELECOMMUNICATIONS PROFESSIONALS, 2010, 4 : 8 - 15
- [10] Customer-oriented behaviour of front-line service employees: The need to be both willing and able [J]. AUSTRALASIAN MARKETING JOURNAL, 2010, 18 (02): : 57 - 65