Delighting customers is attracting considerable attention of researchers from aruond the globe. So, the current study examines frontline employees' perceptions to perform delightful services by highlighting the effect of creative self-efficacy and intrinsic motivation through the intervention of...

Frontline employee behaviours are recognised as vital for achieving a competitive advantage for service organisations. The services marketing literature has comprehensively examined ways to improve frontline employee behaviours in service delivery and recovery. However, limited attention has...

The current study seeks to answer a number of key questions concerning the strategicmanagement of frontline employees (e.g. individuals who do not occupy an executive,managerial or supervisory role in functions such as production, maintenance, service andclerical functions) and their...

Even though researchers are increasingly acknowledging the dark side of customer participation (i.e., behavioral customer engagement), particularly in professional services with high cognitive demands that cause customer participation stress (i.e., negative psychological state resulting from the...

Acceptance of service innovation by frontline employees is a challenging issue, especially if such innovations have the potential to disrupt existing value creation models and individual competencies. Disruptive service innovations are often (1) characterized by a high degree of innovativeness...