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- W1590084057 abstract "Purpose – This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research aims to investigate whether the same phenomenon holds true for attributes of service employees." @default.
- W1590084057 created "2016-06-24" @default.
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- W1590084057 date "2011-03-01" @default.
- W1590084057 modified "2023-09-23" @default.
- W1590084057 title "Analysing the preferred characteristics of frontline employees dealing with customer complaints" @default.
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- W1590084057 doi "https://doi.org/10.1108/17542731111110203" @default.
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