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Journal Articles

Quality in bank service encounters: Assessing the equivalence of customers’ and front-line employees’ perceptions

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Chrysi Alexiadou†, Nikolaos Stylos†, Andreas Andronikidis†, Victoria Bellou†, Chris A. Vassiliadis†
Journal: International Journal of Quality & Reliability Management
International Journal of Quality & Reliability Management (2017) 34 (9): 1431–1450.
https://doi.org/10.1108/IJQRM-04-2016-0049
Published: 02 October 2017
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Journal Articles

The impact of internal service quality on customer service behaviour: Evidence from the banking sector

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Victoria Bellou, Andreas Andronikidis
Journal: International Journal of Quality & Reliability Management
International Journal of Quality & Reliability Management (2008) 25 (9): 943–954.
https://doi.org/10.1108/02656710810908098
Published: 10 October 2008
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