Sok, Keo Mony; Sok, Phyra; Snell, Lan; Qiu, Pingping - In: Journal of Service Theory and Practice 28 (2018) 6, pp. 733-751
Purpose: The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach: This is a...