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Keywords: Customers
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Journal Articles
External involvement and operational performance: The mediating role of internal integration
Available to Purchase
Journal:
Chinese Management Studies
Chinese Management Studies (2013) 7 (3): 488–507.
Published: 23 August 2013
.... Design/methodology/approach To test the research hypotheses about the relationships above, survey data were collected from 176 Chinese manufacturing companies. Structural equation modeling was used to examine the hypotheses. Findings The results indicate that both customer and supplier involvement...
Journal Articles
Complaints and perceptions of failure recovery in buffet restaurants: A link to family communication for adolescent customers
Available to Purchase
Journal:
Chinese Management Studies
Chinese Management Studies (2008) 2 (4): 243–259.
Published: 10 October 2008
...Karen Yuan Wang; Jane Lu Hsu; Vikki Wei‐Ting Chiu Purpose Complaint handling has the great influence on customer retention and provides a chance for businesses to improve service quality. This study intended to reveal the complaint actions of adolescent customers and perceptions of failure...
