Paswan, Audhesh K.; Pelton, Lou E.; True, Sheb L. - In: Journal of Services Marketing 19 (2005) 1, pp. 3-12
Purpose – Literature on the services industry's front‐line employees has largely focused on the relationships between … service providers and customers. However, there is increasing approbation that managers influence the front‐line employees …' motivation, ultimately impacting service quality. This study investigates the relationship between front‐line employees …