Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation

Research output: Contribution to journal › Article › Research › peer-review

Original language	English
Pages (from-to)	207 - 218
Number of pages	12
Journal	Journal of Management and Organization
Volume	14
Issue number	2
Publication status	Published - 2008

Cite this

@article{991a959848e44516ad410231e08901aa,

title = "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation",

author = "Kimberley, {Nell Anne} and Hartel, {Charmine Emma Jean}",

year = "2008",

language = "English",

volume = "14",

pages = "207 -- 218",

journal = "Journal of Management and Organization",

issn = "1833-3672",

publisher = "Cambridge University Press",

number = "2",

}

TY - JOUR

T1 - Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation

AU - Kimberley, Nell Anne

AU - Hartel, Charmine Emma Jean

PY - 2008

Y1 - 2008

M3 - Article

SN - 1833-3672

VL - 14

SP - 207

EP - 218

JO - Journal of Management and Organization

JF - Journal of Management and Organization

IS - 2

ER -