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Referencing Styles : APA | Pages : 9
In your assigned readings, you learned about the pivotal role that employees play in customer satisfaction. Schneider and Bowen (1993) note that "both a climate for service and a climate for employee well-being are highly correlated with perceptions of service quality." Schneider and Bowen learned in their research that employee experiences are affected by how customers experience the service. They further observed that customers play a vital role in the delivery of services by interacting with ...


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