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Keywords: Internal service encounter
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Journal Articles
International Journal of Quality & Reliability Management (2011) 28 (9): 1003–1018.
Published: 11 October 2011
... the importance of “internal customers” and the existence of an “internal service encounter”. The objectives of the research project reported here were: to investigate whether “reliability” is perceived as an important dimension in the internal service encounter as well, and, if so, to ascertain how service...
