Keywords: Communication
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Journal Articles
Journal Articles
The International Journal of Logistics Management (2009) 20 (2): 261–277.
Published: 14 August 2009
... for different contact methods and under different customer service encounter scenarios. Ronn J. Smith can be contacted at: rjsmith@walton.uark.edu © Emerald Group Publishing Limited 2009 Customer service management Customer satisfaction Communication This paper presents the development...

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