Browsing Araştırma Çıktıları / WOS by Author "Wang, Fatima"
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Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Condition
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Publisher and Date:(Sage Publications, 2020)Drawing on the customer participation (CP) literature, this research proposes that CP variation is the degree to which employees perceive variability across customers with regard to customers sharing information, time, and effort and making suggestions to enhance the service delivery process and outcome. Drawing on the job demands-resources model, this research explicates the mediating process by which CP variation affects customer service performance and its boundary conditions. Study 1 uses data ...
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Service Employee Burnout and Engagement: The Moderating Role of Power Distance Orientation
Authors:
Publisher and Date:(Springer, 2016)Studies show that service employees are among the most disengaged in the workforce. To better understand service employees' job engagement this study broadens the scope of the job demands-resources (JD-R) model to include power distance orientation (PDO). The inclusion of PDO enriches the JD-R model by providing a key piece of information that has been missing in prior JD-R models: employees' perceptions of the source of job demands (i.e. supervisors) or employees' views of power and hierarchy ...
