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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 ...
A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate
(Sage Publications Inc, 2016)
We search for missing links in how the different social exchange relationships employees have with supervisors (i.e. leader-member exchange [LMX] differentiation) affect their unit service climate perceptions. Drawing on ...
When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?
(Amer Marketing Assoc, 2016)
The role of coworkers' customer orientation (CO) in influencing an employee's CO has received sparse attention in the literature. This research serves two purposes. First the study draws on person-group fit theory to develop ...