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      Dienstleistungsmanagement Jahrbuch 2001 

      Konfliktentstehung und -eskalation in der Dienstleistungsinteraktion

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      Publisher: Gabler Verlag

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          Delivering Quality Service

          V. Zeithaml, V Zeithaml, VA Zeithaml … (1990)
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            Cognition and Social Behavior

            R Abelson, RP ABELSON, JS Carroll … (1976)
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              Qualitätsmanagement für Dienstleistungen

              M. Bruhn (1997)
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                Publication date (Print): 2001
                Pages: 405-432
                DOI: 10.1007/978-3-322-91284-8_16
                SO-VID: 95f1c6e8-220b-4d2a-9b6b-68374a9f2f3d
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