Colwell, Scott; Hogarth‐Scott, Sandra; Jiang, Depeng; … - In: Management Decision 47 (2009) 10, pp. 1489-1513
Purpose – Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson's orientation may differ or even...