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Keywords: Functional fluency
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Journal Articles
‘Respons’ible service quality
Available to Purchase
Journal:
Strategic HR Review
Strategic HR Review (2014) 13 (4-5): 165–169.
Published: 03 June 2014
... perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence...
