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Keywords: Services triangle
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (3): 236–246.
Published: 08 May 2017
...Sidney Anderson; Jeffery Smith Purpose The “services triangle” is a dynamic model in which three interlinked entities (customer, employee and firm) combine to create three dyads [employee-firm (EF), customer-firm (CF) and customer-employee (CE)] that work together to deliver services. This study...
