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Keywords: Front-line employee management
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2013) 27 (1): 25–39.
Published: 22 February 2013
... a valid measurement scale to capture the domain of the construct adequately. Today, the scale commonly adopted for measurement of service orientation is the SERV*OR scale (Lytle et al., 1998). Service orientation Service skills Service management Front-line employee management Mobile...
