Guerrero, Sylvie; Chênevert, Denis; Vandenberghe, Christian - In: Journal of Services Marketing 32 (2018) 7, pp. 868-879
Purpose: Relying on the theories of substitutes for leadership and psychological empowerment, this study aims to explore how perceptions of customer positive feedback can substitute for managers’ transformational leadership in driving frontline employees’ psychological empowerment and, in...