Wang, Xiaoyu; Keh, Hean Tat; Yan, Li - In: Journal of Services Marketing 34 (2020) 6, pp. 869-883
Purpose: Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing additional help to customers. The purpose of this study is to investigate how customers’ power distance...