...Davis Brown; Kristina K. Lindsey Hall; Patrick Fennell; Melanie P. Lorenz Purpose This research explores frontline employees’ (FLEs) perceptions of fairness regarding guardianship policies that require or authorize them to intervene in customer deviant behavior ( CDB ), namely, shoplifting...

...Dorottya Varga; Yves Van Vaerenbergh; Cato Debrabandere Purpose The purpose of this paper is to explore the potential of reprimanding mistreating customers as a solution to mitigate the negative effects of customer mistreatment on frontline employees’ well-being. While previous research has...

...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...

...Björn A. Hüttel; Zelal Ates; Jan Hendrik Schumann; Marion Büttgen; Stephanie Haager; Marcin Komor; Julian Volz Purpose This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively...

... Relationship marketing Gratitude Frontline employees Consumer emotions If you’re grateful for something then you’ll appreciate it; if you appreciate something then you’ll care for it; if you care for something then you will (more than likely) get more of it. To grow in business and in life, show...

...Chuanchuen Akkawanitcha; Paul Patterson; Siriwut Buranapin; Saranya Kantabutra Purpose – This research aims to examine the cognitive appraisals of frontline employees (FLEs) when dealing with aggressive customers and the impact on their well-being, as well as several moderator effects...

... complexity. Customer involvement in the development stage has no significant effect on service innovativeness. Process complexity also mediates the positive influence of frontline employee and cross-functional team involvement in the NSD process on service innovativeness. Practical implications...

... research has not evaluated variables that inhibit the impact of customer emotions on the employee. Design/methodology/approach – Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation...