Potdar, Balkrushna; Garry, Tony; Gnoth, Juergen; … - In: Journal of Service Theory and Practice 31 (2021) 3, pp. 450-467
Purpose: This study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings. Design/methodology/approach: The research framework comprises a quantitative survey of 507 frontline service employees...