Now showing items 1-5 of 5
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 ...
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 ...
The role of climate: implications for service employee engagement and customer service performance
This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and ...
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 ...
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 ...