Employee and customer perceptions of service quality: A look at India

被引：0
|
作者：
Comila Shahani-Denning
机构：
[1] Hofstra University,Department of Psychology
[2] 135 Hofstra University,undefined
来源：
Current Psychology | 2000年 / 19卷
关键词：
Service Quality; Customer Satisfaction; Foreign Exchange; Current Psychology; Employee Data;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
Customers (n = 128) and employees (n = 93) from a large service organization in India responded to a survey regarding their satisfaction with the organization and their satisfaction with key processes regarding their specific service area. As in the United States, there was agreement between Indian customer and employee ratings. However, there were also some major differences. The impact of these differences on strategic organizational initiatives is discussed.
引用
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页码：292 / 300
页数：8
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