Bowen, D. E./Lawler, E. E. (1992): The empowerment of service workers. What, why, how, and when? In: MITSloan Management Review 33 (3), S. 31-39.
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Bowen, D. E. L., E, E. (1992). The empowerment of service workers. What, why, how, and when?. MITSloan Management Review, 33(3), pp. 31-39.
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