Service Encounter Condition, Service Quality and Frontline Employees Role in Higher Education

DOI

10.2991/icemal-16.2016.96How to use a DOI?

Keywords

Service Encounter Service Convenience, Service Recovery, Effort, Service Quality and Switching Intension

Abstract

Frontline employees (FLE), has an important role in supporting the successful delivery of services to support the achievement of customer satisfaction through the delivery service encounter. In a business environment services, customer satisfaction is oft

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Taufani C. Kurniatun
AU  - Elin Rosalin
PY  - 2016/08
DA  - 2016/08
TI  - Service Encounter Condition, Service Quality and Frontline Employees Role in Higher Education
BT  - Proceedings of the 6th International Conference on Educational, Management, Administration and Leadership
PB  - Atlantis Press
SP  - 468
EP  - 472
SN  - 2352-5428
UR  - https://doi.org/10.2991/icemal-16.2016.96
DO  - 10.2991/icemal-16.2016.96
ID  - Kurniatun2016/08
ER  -