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Customer perceptions of frontline employee service delivery : a study of Russian bank customer satisfaction and behavioural intentions

Rod, Michel; Ashill, Nicholas J.; Gibbs, Tanya - In: Journal of retailing and consumer services 30 (2016), pp. 212-221

Persistent link: https://www.econbiz.de/10011473203

Coping with stress : a study of retail banking service workers in Russia

Ashill, Nicholas J.; Rod, Michel; Gibbs, Tanya - In: Journal of retailing and consumer services 23 (2015), pp. 58-69

Persistent link: https://www.econbiz.de/10010503932

A study of service worker burnout in Russia

Rod, Michel; Ashill, Nicholas J.; Gibbs, Tanya - In: Boundary spanning elements and the marketing function …, (pp. 33-47). 2015

Persistent link: https://www.econbiz.de/10010506736

The effects of high performance work practices on job outcomes : evidence from frontline employees in Russia

Gibbs, Tanya; Ashill, Nicholas J. - In: The international journal of bank marketing : IJBM 31 (2013) 4, pp. 305-326

Persistent link: https://www.econbiz.de/10009782597

The effects of high performance work practices on job outcomes

Gibbs, Tanya; Ashill, Nicholas J. - In: International Journal of Bank Marketing 31 (2013) 4, pp. 305-326

Purpose – This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia. Design/methodology/approach – Frontline employees (FLEs) completed a self‐administered...

Persistent link: https://www.econbiz.de/10014761062