{"title":"Satisfying customer-contact employees in the Chinese leisure industry","authors":"Hua Yang, Fengzhen Xiao, Peng Chen","doi":"10.1109/ICSSSM.2015.7170267","DOIUrl":null,"url":null,"abstract":"The paper is to explore how to satisfy customer-contact employees when they encounter their managers in the Chinese leisure industry. Adopted a qualitative approach, based on a case study of the Chinese golf industry, the research indicates internal service quality is constructed by nine dimensions in the four service situations, and develops a model of internal service quality construct during internal service encounters.","PeriodicalId":211783,"journal":{"name":"2015 12th International Conference on Service Systems and Service Management (ICSSSM)","volume":"58 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2015-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2015 12th International Conference on Service Systems and Service Management (ICSSSM)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICSSSM.2015.7170267","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
The paper is to explore how to satisfy customer-contact employees when they encounter their managers in the Chinese leisure industry. Adopted a qualitative approach, based on a case study of the Chinese golf industry, the research indicates internal service quality is constructed by nine dimensions in the four service situations, and develops a model of internal service quality construct during internal service encounters.
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