In dem Artikel wird über Inhalt und Evaluation einer Intervention zur Unterstützung eines kundenorientierten Innovationsmanagements berichtet. Die Inhaber von Handwerksbetrieben bearbeiteten in fünf Modulen die Einführung und Umsetzung von Kundenzirkeln. ...
Personal and organizational predictors of customer orientation and customer satisfaction: A study in health-care services sectorAbstract. Service employees are acting as boundary spanners between organization and customer. Therefore, it is predicted that ...
Abstract. Emotional labor is ubiquitous in service work, but little is known about what enables service employees to use desirable strategies such as deep acting. Applying conservation of resources theory, we ...