@article{4ecc1ab66336469d9799dc9c4fcbe630,
title = "Stemming the tide: Dealing with the imbalance of customer relationship quality with the key contact employee versus with the firm",
keywords = "Customer service management, Customers, Employees, Service industries",
author = "Sijun Wang and Lenita Davis",
year = "2008",
doi = "10.1108/08876040810909668",
language = "English",
volume = "22",
pages = "533--549",
journal = "Journal of Services Marketing",
issn = "0887-6045",
publisher = "Emerald",
number = "7",
}