Listar EMP_Articles por autoría "da21f30d-d978-41b5-89db-e69f2e0a4b50"

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    • openAccess   Service quality in a post-crisis context: emotional effects and behaviours 

      Idrovo Arguello, Manuel Alexander; Monferrer Tirado, Diego; Estrada, Marta Emerald (2019-07)
      Purpose – The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context ...