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Keywords: Front-line employee
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Journal Articles
When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 599–612.
Published: 14 September 2015
...Linda Nasr; Jamie Burton; Thorsten Gruber Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could...
