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Keywords: Service performance
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Journal Articles
Social capital creation through frontline employees’ social media use and its effects on performance
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2025) 59 (7): 1806–1834.
Published: 15 August 2025
...Jingqi Qiu; Chris Storey; Achilleas Boukis Purpose This study aims to further understand the different mechanisms by which social media use by frontline employees (FLEs) affects customer service performance. Building on social capital theory, the authors develop a model which shows that FLEs...
