@inbook{94b203f5c1c34d44a1cd998285787d16,
title = "Enhancing customer perceived service quality through IMO diffusion",
abstract = "This study integrates the social identity, the social learning and the psychological contract perspective in order to explore branch manager{\textquoteright}s role for diffusing internal market orientation philosophy across store employees in a retail banking context. As branch managers constitute the main linking pin between contact employees and top management, we stress some employee-related gains from their IMO adoption as well as some contact employees{\textquoteright} behaviours which enhance customers{\textquoteright} perceptions of service quality.",
keywords = "customer experience, customer service, IMO diffusion",
author = "Achilleas Boukis and Spiros Gounaris and Giannis Kostopoulos and Kostas Kaminakis",
note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",
year = "2015",
doi = "10.1007/978-3-319-10912-1_240",
language = "English",
isbn = "9783319109114",
series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",
publisher = "Springer Nature",
pages = "765--773",
editor = "{Robinson Jr}, Leroy",
booktitle = "Marketing Dynamism & Sustainability",
address = "United States",
}