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Quality Management Journal Volume 20, 2013 - Issue 2
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Articles

Front-line Employee versus Customer Perceptions of Quality Attributes

Anne JulienReims Management SchoolView further author information
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Christina TsoniChampagne Business SchoolView further author information
Pages 48-59 | Published online: 21 Nov 2017

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Thomas Karampetsios & Yanni Afthinos. (2022) A model of the overall satisfaction of children escorts using public playgrounds. World Leisure Journal 64:4, pages 469-486.
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Richard J. Schonberger. (2020) The ills of multi-person workplaces—Reflecting negatively on quality and employee well-being: A cellular fix. Quality Management Journal 27:4, pages 229-240.
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Ahmet Semih Ozkul, Uzay Damali, Anup Menon Nandialath & Andrew Stapleton. (2019) Customer and employee perceptual congruence in service co-production. Quality Management Journal 26:1, pages 2-17.
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Articles from other publishers (9)

Lambros Tsourgiannis, Vassilios Zoumpoulidis, Sotirios Kontogiannis & Stavros Ioannis Valsamidis. (2023) Intergenerational Attitudes Towards Digital Banking Applications. International Journal of Information Systems and Social Change 14:1, pages 1-16.
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Gary Mortimer, Syed Muhammad Fazal-e-Hasan & Judi Strebel. (2021) Examining the consequences of customer-oriented deviance in retail. Journal of Retailing and Consumer Services 58, pages 102315.
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Zoe Papadopoulou, Stavros Valsamidis, Ioannis Petasakis & Athanasios Mandilas. 2021. The Changing Financial Landscape. The Changing Financial Landscape 219 235 .
Stavros Valsamidis, Lambros Tsourgiannis, Dimosthenis Pappas & Eirini Mosxou. 2020. Business Performance and Financial Institutions in Europe. Business Performance and Financial Institutions in Europe 91 104 .
Suman Mittal, Krishan K. Garg & Renu Aggarwal. (2019) A comparative study of retail banking practices in compliance with regulatory standard. Journal of Financial Crime 26:3, pages 808-835.
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Pooja Malik & Usha Lenka. (2019) Exploring interventions to curb workplace deviance: lessons from Air India. Tourism Review 74:3, pages 563-585.
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Cajetan Ikechukwu Mbama, Patrick Ezepue, Lyuba Alboul & Martin Beer. (2018) Digital banking, customer experience and financial performance. Journal of Research in Interactive Marketing 12:4, pages 432-451.
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Vishag Badrinarayanan & Jeremy J. Sierra. (2018) Triggering and tempering brand advocacy by frontline employees: vendor and customer-related influences. Journal of Business & Industrial Marketing 33:1, pages 42-52.
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Mohamed Al-Zadjali, Himyar Al-Jabri & Taiseera Al-Balushi. (2015) Assessing customer satisfaction of m-banking in Oman using SERVQUAL model. Assessing customer satisfaction of m-banking in Oman using SERVQUAL model.

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