Internal Service: Drivers of (dis)Satisfaction in the Chinese Context

Internal service encounters facilitate the benefits brought to the firm by external service encounters. However, we lack understanding of internal service encounters in non-Western contexts. This study develops understanding of the internal service encounter in the distinct culture of the Chinese. D...

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Bibliographische Detailangaben

Hauptverfasser:	Stanworth, J. O., Edvardsson, B., Hsu, R. S.
Format:	Tagungsbericht
Sprache:	eng
Schlagworte:	Business Chinese Context Couplings Cultural differences dissatisfaction Industries internal encounter Loading Psychology satisfaction service encounter quality
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