Understanding how employees understand customers: A commentary essay

Kathleen Seiders

Journal of Business Research, 2009, vol. 62, issue 11, 1136-1138

Abstract: Young, Meterko, Mohr, Schwartz, and Lin empirically examine how service employees interpret behavioral cues and assess customers' satisfaction in the context of a large healthcare system. This commentary explores the authors' contribution to the multidisciplinary service quality literature. The commentary also considers how Young et al.'s findings align with important, emerging work in the healthcare domain.

Keywords: Customer; service; Healthcare; management; Service; management; Service; quality (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:62:y:2009:i:11:p:1136-1138

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