Iyer, Rajesh; Johlke, Mark C - In: Journal of Services Marketing 29 (2015) 1, pp. 38-48
Purpose – The purpose of this study is to develop and test a model of the antecedents and outcomes of one aspect of customer mind-set (CMS) – external CMS (ECMS) — among front-line employees. The goal of this paper is to help managers address customer-level orientation by further...