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any activities of an employee specifically directed toward affecting service quality, töötaja mistahes tegevus, mis on otseselt suunatud teenuse kvaliteedi mõjutamisele
service behaviour . Teenuste valdkonna terminibaas. Estonian Language Institute, Sõnaveeb 2026. https://sonaveeb.ee/search/unif//tee/service%20behaviour/1/eng (27.07.2026)