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Understanding how employees understand customers: A commentary essay

By Kathleen Seiders


Young, Meterko, Mohr, Schwartz, and Lin empirically examine how service employees interpret behavioral cues and assess customers' satisfaction in the context of a large healthcare system. This commentary explores the authors' contribution to the multidisciplinary service quality literature. The commentary also considers how Young et al.'s findings align with important, emerging work in the healthcare domain.Customer service Healthcare management Service management Service quality

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