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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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Job resourcefulness, symptoms of burnout and service recovery performance : an examination of call centre frontline employees
Ashill, Nicholas J.; Rod, Michel; Thirkell, Peter; … - In: The journal of services marketing 23 (2009) 5, pp. 338-350
Persistent link: https://www.econbiz.de/10009525730
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Service PE Due to Secondment of Employees
Khurana, Sumeet - 2014
In this era of rapid globalization and specialisation, the Multinational Companies (MNC's) often need to move their skilled resources to different locations with a view to fulfill local needs. At times, MNC's send their employees, having expertise in the respective field to help the subsidiaries...
Persistent link: https://www.econbiz.de/10013047499
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A review of employee innovative behavior in services
Li, Minglong; Hsu, Cathy H. C. - In: International journal of contemporary hospitality management 28 (2016) 12, pp. 2820-2841
Persistent link: https://www.econbiz.de/10011610992
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.; Lorenz, Melanie P.; Hall, Kristina … - In: Journal of service research 26 (2023) 3, pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon; Arnold, Todd J. - In: Journal of service research : JSR 19 (2016) 1, pp. 102-117
Persistent link: https://www.econbiz.de/10011433187