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Need for growth, achievement, power and affiliation : determinants of psychological empowerment
Jha, Sumi - In: Global business review 11 (2010) 3, pp. 379-393
Persistent link: https://www.econbiz.de/10008749833
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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses
Christ-Brendemühl, Sonja - 2022
Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...
Persistent link: https://www.econbiz.de/10013270870
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The influence of emotions displayed and personal selling on customer behaviour intention
Wang, Edward Shih-tse; Tsai, Bi-kun; Chen, Tzy-ling; … - In: The service industries journal 32 (2012) 3/4, pp. 353-366
Persistent link: https://www.econbiz.de/10009510683
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The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
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Transitioning from product to service-led growth in manufacturing firms : emergent challenges in selecting and managing the industrial sales force
Ulaga, Wolfgang; Loveland, James M. - In: Industrial marketing management : the international … 43 (2014) 1, pp. 113-125
Persistent link: https://www.econbiz.de/10010359368
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Employee mere presence and its impact on customer satisfaction
Söderlund, Magnus - In: Psychology & marketing 33 (2016) 6, pp. 449-464
Persistent link: https://www.econbiz.de/10011491951
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The effects of emotional labor on frontline employee creativity
Geng, Zizhen; Liu, Chao; Liu, Xinmei; Feng, Jie - In: International journal of contemporary hospitality management 26 (2014) 7, pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
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Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
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Gaining access to intrafirm knowledge : an internal market perspective on knowledge sharing
Verbeke, Willem J. M. I.; Belschak, Frank; Bagozzi, … - In: Human performance 24 (2011) 3, pp. 205-230
Persistent link: https://www.econbiz.de/10009296568
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The impact of implicit and explicit communications on frontline service delivery staff
Lings, Ian; Beatson, Amanda; Gudergan, Siegfried - In: The service industries journal 28 (2008) 9/10, pp. 1429-1441
Persistent link: https://www.econbiz.de/10003802484