An investigation of team information processing in service teams: Exploring the link between teams and customers
Dawn R. Deeter-Schmelz, Rosemary P. Ramsey
Journal of the Academy of Marketing Science · 2003 · Volume 31 · Issue 4
Abstract
Current knowledge is the life blood of knowledge work, and the ability to transfer it is a key differentiating characteristic between effective and ineffective knowledge work teams.-Fisher and Fisher (1998:174)
Keywords
service teams, team information processing, team norms, customer satisfaction
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