MANAGING CUSTOMERS AS HUMAN-RESOURCES IN SERVICE ORGANIZATIONS

[1] BELL D, 1973, COMING POST IND SOC

[2] BERRY LL, 1981, J RETAIL BANKING, V3

[3] CHASE R, 1978, HARVARD BUSINESS NOV, P137

[4] CHASE R, 1984, DECISION SCI FAL, P542

[5] Czepiel J. A., 1985, SERVICE ENCOUNTER MA

[6] DANET B, 1981, HDB ORG DESIGN

[7] Davis S, 1983, NEW MANAGEMENT SPR, P12

[8] GARTNER A, 1974, SERVICE SOC CONSUMER

[9] Herker, 1977, ACAD MANAGE REV, V2, P217, DOI [10.5465/amr.1977.4409044, DOI 10.5465/AMR.1977.4409044]

[10] Hochschild A., 1983, WORKING AM

[1] BELL D, 1973, COMING POST IND SOC

[2] BERRY LL, 1981, J RETAIL BANKING, V3

[3] CHASE R, 1978, HARVARD BUSINESS NOV, P137

[4] CHASE R, 1984, DECISION SCI FAL, P542

[5] Czepiel J. A., 1985, SERVICE ENCOUNTER MA

[6] DANET B, 1981, HDB ORG DESIGN

[7] Davis S, 1983, NEW MANAGEMENT SPR, P12

[8] GARTNER A, 1974, SERVICE SOC CONSUMER

[9] Herker, 1977, ACAD MANAGE REV, V2, P217, DOI [10.5465/amr.1977.4409044, DOI 10.5465/AMR.1977.4409044]

[10] Hochschild A., 1983, WORKING AM