Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Year of publication: |
2017
|
---|---|
Authors: | Jha, Subhash ; Balaji, M. S. ; Yavas, Ugur ; Babakus, Emin |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 51.2017, 2, p. 282-303
|
Subject: | Customer orientation | Customer satisfaction | Sales performance | Role overload | Interaction quality | Service profit chain | Kundenzufriedenheit | Verkaufspersonal | Salespeople | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction | Arbeitsleistung | Job performance | Lieferantenmanagement | Supplier relationship management | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour |
-
Neumüller, Kathrin, (2022)
-
How and when does top management interaction with customers impact customer satisfaction?
Ifie, Kemefasu, (2023)
-
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B., (2018)
- More ...
-
Relative effects of leadership and technology on bank employees' job outcomes
Yavas, Ugur, (2015)
-
The role of corporate image for quality in the formation of attitudinal service loyalty
Jha, Subhash, (2013)
-
Correlates of customer loyalty to financial institutions : a case study
Yavas, Ugur, (2014)
- More ...