Pengaruh Organizational Citizenship Behavior terhadap Persepsi Kualitas Karyawan dan Dampaknya pada Kepercayaan Konsumen Bidang Jasa di Surabaya

Djati, S. Pantja

Jurnal Widya Manajemen & Akuntansi
Vol 5, No 2 (2005)

The core of service activities lying on the value delivery, therefore emplyoee-consumer encounters needs an extra attention. Employee are company' integral part so its behavior will affect the whole service process.