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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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Customer aggression, employee voice and quit rates : evidence from the frontline service workforce
Liu, Xiangmin; Van Jaarsveld, Danielle; Yanadori, Yoshio - In: British journal of industrial relations : BJIR ; an … 60 (2022) 2, pp. 348-370
Persistent link: https://www.econbiz.de/10013190938
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Determinants of frontline employee engagement and their influence on service performance
Chen, Shou-Wei; Peng, Jui-Chen - In: International journal of human resource management 32 (2021) 5, pp. 1062-1085
Persistent link: https://www.econbiz.de/10012483932
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Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Jha, Subhash; Balaji, M. S.; Yavas, Ugur; Babakus, Emin - In: European journal of marketing : EJM 51 (2017) 2, pp. 282-303
Persistent link: https://www.econbiz.de/10011661678
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Creating an effective self-managed service climate for frontline service employees
Van Esch, Patrick; Arli, Denni; Gheshlaghi, Mahnaz - In: Journal of retailing and consumer services 57 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012305212
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The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja; Schaarschmidt, Mario - In: Journal of business research : JBR 117 (2020), pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
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The service-profit chain in call centre services
Chicu, Dorina; Aparicio-Valverde, Mireia; Ryan, Gerard; … - In: Journal of service theory and practice : JSTP 26 (2016) 5, pp. 616-641
Persistent link: https://www.econbiz.de/10011599111
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The role of climate : implications for service employee engagement and customer service performance
Mengüç, Bülent; Auh, Seigyoung; Yeniaras, Volkan; … - In: Journal of the Academy of Marketing Science 45 (2017) 3, pp. 428-451
Persistent link: https://www.econbiz.de/10011685008
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Customer mistreatment behavior and hotel employee organizational citizenship behavior : the mediating role of perceived organizational support
Wen, Ji; Li, Yina; Hou, Pingping - In: Nankai business review international 7 (2016) 3, pp. 322-344
Persistent link: https://www.econbiz.de/10011688313
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The effect of stress on customer perception of the frontline employee : an experimental study
Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747
Persistent link: https://www.econbiz.de/10012099475