Items where Division is "College of Business and Social Sciences > Aston Business School > Marketing & Strategy" and Year is 2001
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F
Farrell, Andrew M. (2001). The effect of leadership styles on service quality delivery. IN: 30th European Marketing Academy Conference. 2001-05-08 - 2001-05-11. (Unpublished)
Farrell, Andrew M., Souchon, Anne L. and Durden, Geoffrey R. (2001). Service encounter conceptualisation:employees' service behaviours and customers' service quality perceptions. Journal of Marketing Management, 15 (5-6), pp. 577-593.