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Customer-oriented behaviour of front-line service employees: the need to be both willing and able
Pimpakorn, Narumon; Patterson, Paul G. - In: Australasian marketing journal 18 (2010) 2, pp. 57-65
Persistent link: https://www.econbiz.de/10003975204
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The impact of service climate and service provider personality on employees' customer-oriented behavior in a high-contact setting
Mechinda, Panisa; Patterson, Paul G. - In: The journal of services marketing 25 (2011) 2, pp. 101-113
Persistent link: https://www.econbiz.de/10009230981
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In pursuit of service productivity and customer satisfaction : the role of resources
Lee, Jenny Jiyeon; Patterson, Paul G.; Ngo, Liem Viet - In: European journal of marketing : EJM 51 (2017) 11/12, pp. 1836-1855
Persistent link: https://www.econbiz.de/10011773769