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Keywords: Customer need knowledge
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Journal Articles
Björn A. Hüttel, Zelal Ates, Jan Hendrik Schumann, Marion Büttgen, Stephanie Haager, Marcin Komor, Julian Volz
Journal:
Journal of Services Marketing
Journal of Services Marketing (2019) 33 (2): 220–232.
Published: 08 April 2019
...Björn A. Hüttel; Zelal Ates; Jan Hendrik Schumann; Marion Büttgen; Stephanie Haager; Marcin Komor; Julian Volz Purpose This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively...
