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Keywords: Service features
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Journal Articles
The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2013) 25 (2): 186–201.
Published: 22 February 2013
...Angelos Pantouvakis; Nancy Bouranta Purpose The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction. Design/methodology/approach A structured...
