Working Papers

Service Quality Implementation: The Effects of Organizational Socialization and Managerial Actions on Customer-Contact Employee Behaviors

Michael D. Hartline and O.C. Ferrell

Jan 1, 1993

Examines the impact of company socialization practices and managerial actions on employee behaviors that are critical to the successful delivery of high-quality service; recommends socialization practices and managerial actions that can be especially valuable in a services context.

This resource is not available online.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.