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Service workers' job performance : the roles of personality traits, organizational identification, and customer orientation

He, Hongwei; Wang, Weiyue; Zhu, Weichun; Harris, Lloyd C. - In: European journal of marketing : EJM 49 (2015) 11/12, pp. 1751-1776

Persistent link: https://www.econbiz.de/10011449315

Empowering service employees

Bowen, David E.; Lawler, Edward E. - In: Operations management : a strategic approach, (pp. 259-272). 2005

Persistent link: https://www.econbiz.de/10003120328

The antecedents and consequences of service climate in G2B e-government service providers : a case study of China

Wang, Dongyuan; Men, Zirui; Ge, Hong; Feng, Yuqiang - 2013

Persistent link: https://www.econbiz.de/10010188919

Linking leadership empowerment behaviour to employee attitudes and behavioural intentions : testing the mediating role of psychological empowerment

Dewettinck, Koen; Ameijde, Maaike van - In: Personnel review : a professional journal reporting new … 40 (2011) 3, pp. 284-305

Persistent link: https://www.econbiz.de/10009124770

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

Boundary Spanning Elements and the Marketing Function in Organizations : Concepts and Empirical Studies

Sahadev, Sunil - 2015

Managing Boundary Spanning Elements: An Introduction -- Customer Cyberbullying: The Experiences of India's International-Facing Call Centre Agents -- A Study of Service Worker Burnout in Russia -- Drivers of Salesperson's Customer Orientation - A Work Value Perspective -- Exploring the Role of...

Persistent link: https://www.econbiz.de/10014018718

An imitation game : supervisors’ influence on customer sweethearting

Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444

Persistent link: https://www.econbiz.de/10013407512

Customer incivility and employee outcomes in the new service marketplace

Hwang, Hansol; Hur, Won-Moo; Shin, Yuhyung; Kim, Young-Jin - In: The journal of services marketing 36 (2022) 4, pp. 612-625

Persistent link: https://www.econbiz.de/10013407575

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

The Influence of Pandemic-Related Workplace Safety Practices on Frontline Service Employee Wellbeing Outcomes

Subramony, Mahesh; Golubovskaya, Maria; Keating, Byron; … - 2022

The COVID-19 pandemic has exposed the vulnerability of frontline employee (FLEs) to infections and other hazards, and highlighted the importance of workplace safety practices (WSP) for service organizations. In response to the critical issue of service safety, we developed and empirically tested...

Persistent link: https://www.econbiz.de/10014087788