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Keywords: Reducing turnover
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Journal Articles
Commentary: developing a deeper understanding of resilience in service contexts
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (4): 392–396.
Published: 12 January 2024
... perspectives. Findings Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience...
