TY  - JOUR
AB  - Increasingly, customers expect suppliers to deliver a high standard of service before and after purchase, and in a competitive market this can mean the difference between success and failure. Explores the role of employees in providing customer satisfaction, and ways in which management can support and motivate them. Concludes by offering hints to help leaders achieve this.
VL  - 9
IS  - 2
SN  - 0962-2519
DO  - 10.1108/09622519610772094
UR  - https://doi.org/10.1108/09622519610772094
AU  - Sanes Christine
PY  - 1996
Y1  - 1996/01/01
TI  - Employee impact on service delivery
T2  - Management Development Review
PB  - MCB UP Ltd
SP  - 15
EP  - 20
Y2  - 2024/09/23
ER  -