Nasr, Linda; Burton, Jamie; Gruber, Thorsten - In: Journal of Services Marketing 29 (2015) 6/7, pp. 599-612
Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could the apparently positive construct ‘Positive...