Does Diversity Climate Lead to Customer Satisfaction? It Depends on the Service Climate and Business Unit Demography.
Patrick F. McKayDerek R. AveryHui LiaoMark A. MorrisPublished in: Organ. Sci. (2011)
Keyphrases
- customer satisfaction
- service quality
- customer service
- customer retention
- customer support
- customer loyalty
- customer data
- online shopping
- electronic commerce
- user satisfaction
- competitive advantage
- climate change
- telecommunications industry
- marketing strategies
- product design
- service providers
- information systems
- call center
- service delivery
- real time
- web services
- internet banking
- core competence
- business process
- business processes
- enterprise systems
- customer reviews
- decision making
- data mining