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Intervestigating role stress in frontline bank employees : a cluster based approach
Devi, Arti; Sharma, Jyoti - In: IIMB management review 25 (2013) 3, pp. 171-178
Persistent link: https://www.econbiz.de/10010250735
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Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
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Engaged customers as job resources or demands for frontline employees?
Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10011528307
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The role of polychronicity and intrinsic motivation as personality traits on frontline employees' job outcomes : an empirical study from Malaysia
Daskin, Mustafa; Surucu, Ozlem Altunoz - In: Asia-Pacific journal of business administration 8 (2016) 2, pp. 177-196
Persistent link: https://www.econbiz.de/10011552972
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Frontline employees' collaboration in industrial service innovation : routes of co-creation's effects on new service performance
Santos Vijande, María Leticia; López Sánchez, José … - In: Journal of the Academy of Marketing Science 44 (2016) 3, pp. 350-375
Persistent link: https://www.econbiz.de/10011489078
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Interactive effects of personal and organizational resources on frontline bank employees' job outcomes : the mediating role of person-job fit
Sengupta, Aditi Sarkar; Yavas, Ugur; Babakus, Emin - In: The international journal of bank marketing : IJBM 33 (2015) 7, pp. 884-903
Persistent link: https://www.econbiz.de/10011490746
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Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.; Bolander, Willy; Cote, Joseph A.; … - In: Journal of marketing 80 (2016) 1, pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
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No place like the frontline : a qualitative study on what participant CEOs learned from Undercover Boss
Cumberland, Denise M.; Alagaraja, Meera - In: Human resource development quarterly 27 (2016) 2, pp. 271-296
Persistent link: https://www.econbiz.de/10011507582
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
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Customer delight and work engagement
Barnes, Donald C.; Collier, Joel E.; Robinson, Stacey - In: The journal of services marketing 28 (2014) 5, pp. 380-390
Persistent link: https://www.econbiz.de/10010419905