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On the quality of services in encounters: An agency perspective

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  • Mills, Peter K.

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  • Mills, Peter K., 1990. "On the quality of services in encounters: An agency perspective," Journal of Business Research, Elsevier, vol. 20(1), pages 31-41, January.
    • Handle: RePEc:eee:jbrese:v:20:y:1990:i:1:p:31-41
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    Cited by:

    1. Béal, Mathieu & Sabadie, William, 2018. "The impact of customer inclusion in firm governance on customers' commitment and voice behaviors," Journal of Business Research, Elsevier, vol. 92(C), pages 1-8.
    2. Henri Isaac, 1998. "Les normes de qualité dans les services professionnels: une lecture des pratiques à travers la théorie des conventions," Revue Finance Contrôle Stratégie, revues.org, vol. 1(2), pages 89-112, June.
    3. Cassidy, Kelly & Guilding, Chris, 2011. "Management models and differential agency challenges arising in Australian multi-titled tourism accommodation properties," Tourism Management, Elsevier, vol. 32(6), pages 1271-1281.
    4. Lusch, Robert F. & Boyt, Thomas & Schuler, Drue, 1996. "Employees as customers: The role of social controls and employee socialization in developing patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 179-187, March.
    5. Webber, Sheila Simsarian, 2011. "Dual organizational identification impacting client satisfaction and word of mouth loyalty," Journal of Business Research, Elsevier, vol. 64(2), pages 119-125, February.

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