Yoo, Jaewon - In: European Journal of Marketing 51 (2017) 1, pp. 238-256
empowerment and voice behavior of frontline employees (FLEs). The model also suggests that managerial openness, as a result of the … suggested the mediating role of managerial openness, which delivered a negative effect of customer power on the FLEs … among the FLEs of banks in South Korea. Having FLEs self-report on managerial openness raises a general concern that those …