How do customer-related characteristics influence frontline bank employees' boundary spanning behaviors?
Year of publication: |
2023
|
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Authors: | Lee, Myoung-Soung ; Yoo, Jaewon |
Published in: |
International journal of bank marketing. - Bingley : Emerald, ISSN 1758-5937, ZDB-ID 2032104-1. - Vol. 41.2023, 7, p. 1945-1973
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Subject: | Ambiguous customer expectation | Boundary-spanning behaviors (BSBs) | Customer demandingness | Employees stewardship toward customers | Job demands-resources (JD-R) model | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Arbeitskräfte | Workforce | Verkaufspersonal | Salespeople | Bankberufe | Bank employees | Verhalten in Organisationen | Organizational behaviour | Kundenservice | Customer service | Leistungsmotivation | Work motivation |
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