SOAS Research Online
A Free Database of the Latest Research by SOAS Academics and PhD Students
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Number of items: 2.
Journal Article
Gruber, Thorsten, Abosag, Ibrahim, Reppel, Alexander, Szmigin, Isabelle and Löfgren, Martin (2013) 'Does Culture Impact Preferred Employee attributes in Complaint Handling Encounters?' Total Quality Management and Business Excellence, 24 (11-12). pp. 1301-1315.
Gruber, Thorsten, Abosag, Ibrahim, Reppel, Alexander and Szmigin, Isabelle (2011) 'Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross‐national Kano study.' The Journal of TQM, 23 (2). pp. 128-144.