How frontline personnel adapt to customers and vice versa: A study of telephone based service encounters 2008 (English)Conference paper, Published paper (Refereed)

Place, publisher, year, edition, pages

2008.

Keywords [en]

customer service, service encounters, voice-to-voice, business-to-business, conversation analysis, institutional interaction, Customer service, Services Marketing

National Category

Economics and Business

Identifiers

URN: urn:nbn:se:hb:diva-5935Local ID: 2320/3759OAI: oai:DiVA.org:hb-5935DiVA, id: diva2:886618

Conference

AMA SERVSIG International Research Conference 2008, June 5-7, 2008, Liverpool, UK

Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2025-09-24Bibliographically approved

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Authority records

Salomonson, Nicklas

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Salomonson, Nicklas

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School of Business and IT

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Economics and Business

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