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Your search keyword '"Varlander, Sara"' showing total 2 results
Start Over Author "Varlander, Sara" Topic internet -- usage
2 results on '"Varlander, Sara"'

1. The effect of the Internet on front-line employee skills: exploring banking in Sweden and France

Author

Varlander, Sara and Julien, Anne

Subjects
Banking industry -- Customer relations, Banking industry -- Technology application, Services industry workers -- Practice, Services industry workers -- Technology application, Internet -- Usage, Banking industry, Internet, Technology application, Business, Business, international
Abstract

The impacts of Internet use on face-to-face service encounters are investigated using data from the banking sector in France and Sweden. Findings show that service encounter has become increasingly customized and interactive as the use of Internet grows. The focus of service encounter has turned to building and maintaining customer relationships.

Published
2010

2. The interplay of service complexity and spatial layouts

Author

Varlander, Sara and Yakhlef, Ali

Subjects
Business enterprises -- Customer relations, Business enterprises -- Quality management, Internet -- Usage, Office layout -- Comparative analysis, Internet, Business, Business, international, Retail industry
Published
2006

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