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Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Condition
(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 ...
Service Employee Burnout and Engagement: The Moderating Role of Power Distance Orientation
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 ...