... in the large one‐stop retail district jointly focus on assurance and responsiveness to influence willingness‐to‐buy. These findings, and their implications for competing for customers in such competitive markets, are discussed. © MCB UP Limited 1999 Customer service Personnel Retailing Service...

...Alan J. Dubinsky Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical...