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The employee/customer interface: an empirical investigation of employee behaviors and customer perceptions

The employee/customer interface: an empirical investigation of employee behaviors and customer perceptions

Journal of Sport Management 4(1): 1-20

Popular, trade and academic literature support the intuitively obvious notion that good customer relations behaviours enhance customer satisfaction. The present research investigated such behaviours by customer-contact employees by first assessing their frequency of practice in the bowling industry. Employees in bowling centres across the USA generally failed to practise most of the 16 relationship-building behaviours investigated during 62 audits.

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Accession: 001974849

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