Search Results - subject:"Frontline employees"

Transformational leadership and psychological empowerment

Jha, Sumi - In: South Asian Journal of Global Business Research 3 (2014) 1, pp. 18-35

of data. Frontline employees having two to three subordinates and were from hotels which were in operation at least since …

Persistent link: https://www.econbiz.de/10015005840

Developing a multidimensional scale of customer-oriented deviance (COD)

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of Business Research 67 (2014) 6, pp. 1218-1225

Although frontline employees' bending of organizational rules and norms for customers is an important phenomenon … totaling 616 frontline employees (FLEs) in the retail and hospitality industries demonstrate that customer-oriented deviance is …

Persistent link: https://www.econbiz.de/10010753443

Transformational leadership and psychological empowerment : determinants of organizational citizenship behavior

Jha, Sumi - In: South Asian journal of global business research : … 3 (2014) 1, pp. 18-35

Persistent link: https://www.econbiz.de/10010336617

Examining the drivers and performance implications of boundary spanner creativity

Agnihotri, Raj; Rapp, Adam A.; Andzulis, James "Mick"; … - In: Journal of service research : JSR 17 (2014) 2, pp. 164-181

Persistent link: https://www.econbiz.de/10010356824

Corporate social responsibility : perspectives of hotel frontline employees

Park, Sunyoung; Levy, Stuart E. - In: International journal of contemporary hospitality management 26 (2014) 3, pp. 332-348

Persistent link: https://www.econbiz.de/10010358474

Developing a multidimensional scale of customer-oriented deviance (COD)

Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225

Persistent link: https://www.econbiz.de/10010365146

The impact of frontline employees' perceptions of internal marketing on employee outcomes

Ferdous, Ahmed Shahriar; Polonsky, Michael J. - In: Journal of strategic marketing 22 (2014) 4, pp. 300-315

Persistent link: https://www.econbiz.de/10010387315

Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571

Persistent link: https://www.econbiz.de/10010387391

Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees

Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459

Persistent link: https://www.econbiz.de/10010432160

Customer delight and work engagement

Barnes, Donald C.; Collier, Joel E.; Robinson, Stacey - In: The journal of services marketing 28 (2014) 5, pp. 380-390

Persistent link: https://www.econbiz.de/10010419905

A service of the

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