Frontline employees' performance in the financial services industry : the significance of trust, empathy and consumer orientation
Basharat Raza, Sylvie St-Onge and Muhammad Ali
Year of publication: |
2023
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Authors: | Raza, Basharat ; Onge, Sylvie St. ; Ali, Muhammad |
Published in: |
International journal of bank marketing. - Bingley : Emerald, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 41.2023, 3, p. 527-549
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Subject: | Banking and service industries | Consumer orientation | Consumer trust | Empathy | Frontline employees | Performance | Social exchange theory | Vertrauen | Confidence | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Beziehungsmarketing | Relationship marketing | Emotion | Bank | Finanzdienstleistung | Financial services | Arbeitsleistung | Job performance |
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