Customer delight and operational excellence: emotional versus rational determinants of perceived excellence in service processes

D Shieff, R Brodie, Joelle Vanhamme, A Lindgreen

Research output: Chapter/Conference proceedingChapterAcademic

Original languageUndefined/Unknown
Title of host publicationService Quality in the New Economy: Interdisciplinary and International Dimensions
Editors Johnston, R., Edvardsson, B., Scheuing, E. E., Brown, S. W.
Place of PublicationNew York
Pages436-444
Number of pages19
Publication statusPublished - 2000
Externally publishedYes

Research programs

  • RSM MKT

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