Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross national Kano study

Isabelle Szmigin, T Gruber, I Abosag, A Reppel

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title = "Analysing the preferred characteristics of frontline employees dealing with customer complaints: a cross national Kano study",

author = "Isabelle Szmigin and T Gruber and I Abosag and A Reppel",

year = "2011",

month = jan,

day = "1",

doi = "10.1108/17542731111110203",

language = "English",

volume = "23",

pages = "128--144",

journal = "The TQM Journal",

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AU - Szmigin, Isabelle

AU - Gruber, T

AU - Abosag, I

AU - Reppel, A

PY - 2011/1/1

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DO - 10.1108/17542731111110203

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