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Keywords: Customer service ability
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Journal Articles
Journal of Service Theory and Practice (2018) 28 (6): 733–751.
Published: 07 November 2018
...Keo Mony Sok; Phyra Sok; Lan Snell; Pingping Qiu Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance...
