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Keywords: Extra-role behaviors
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (6): 869–883.
Published: 03 July 2020
...Xiaoyu Wang; Hean Tat Keh; Li Yan Purpose Frontline employees (FLEs) play a pivotal role in service delivery. Beyond their expected in-role behaviors, FLEs often have to perform extra-role behaviors such as providing additional help to customers. The purpose of this study is to investigate how...
