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Performance driven outcomes : the case of frontline employees in the hospitality sector
Prentice, Catherine; Ma, Erdan; Wong, IpKin Anthony - In: Journal of hospitality marketing & management 28 (2019) 1, pp. 101-123
Persistent link: https://www.econbiz.de/10012176580
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The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas; Van Vaerenbergh, Yves; Lunardo, Renaud; … - In: Journal of retailing 95 (2019) 2, pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
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Managing service employees : literature review, expert opinions, and research directions
Wirtz, Jochen; Jerger, Christina - In: The service industries journal 36 (2016) 15/16, pp. 757-788
Persistent link: https://www.econbiz.de/10011672385
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Leadership style and service orientation : the catalytic role of employee engagement
Popli, Sapna; Rizvi, Irfan A. - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 292-310
Persistent link: https://www.econbiz.de/10011603071
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In pursuit of service productivity and customer satisfaction : the role of resources
Lee, Jenny Jiyeon; Patterson, Paul G.; Ngo, Liem Viet - In: European journal of marketing : EJM 51 (2017) 11/12, pp. 1836-1855
Persistent link: https://www.econbiz.de/10011773769
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Linking service-oriented human resource practices bundle and frontline employee service performance : a test of cross-level mediating processes
Huang, Chih; Peng, Jui-Chen - In: Journal of management & organization : JMO 29 (2023) 5, pp. 815-832
Persistent link: https://www.econbiz.de/10014438100
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Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Johanna M.; Henseler, Jörg - In: The service industries journal 32 (2012) 1/2, pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
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Exploring the impact of internal communication on employee psychological well-being during the COVID-19 pandemic : the mediating role of employee organizational trust
Qin, Yufan Sunny; Men, Linjuan Rita - In: International journal of business communication : IJBC … 60 (2023) 4, pp. 1197-1219
Persistent link: https://www.econbiz.de/10014365736
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Directives and dialogue : examining the relationship between participative organizational communication practices and organizational identification among it workers
Atouba, Yannick C.; Carlson, Elizabeth J.; Lammers, John C. - In: International journal of business communication : IJBC … 56 (2019) 4, pp. 530-559
Persistent link: https://www.econbiz.de/10012151713
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Managing workplace boredom : employee coping strategies, supervisor communication, and job satisfaction
Martin, Donald R.; Winchatz, Michaela R.; Knight, Kendra; … - In: Journal of leadership & organizational studies : JLOS 30 (2023) 3, pp. 314-326
Persistent link: https://www.econbiz.de/10014312400