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Direct linkLiebermann, Susanne; Hoffmann, Stefan – International Journal of Training and Development, 2008
The management literature provides a variety of recommendations as to how workers' customer orientation might be improved, including through training. Crucial factors in the process of transferring the contents of service quality training programs to practice, however, have not yet been sufficiently analysed. This study proposes and tests a model…
Descriptors: Structural Equation Models, Research Methodology, Motivation, German
