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Keywords: Frontline employees
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Journal Articles
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Available to Purchase
Journal of Service Theory and Practice (2023) 33 (6): 771–795.
Published: 30 August 2023
...Stephanie T. Gillison; Sharon E. Beatty; William Magnus Northington; Shiri Vivek Purpose This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature...
Includes: Supplementary data
Journal Articles
Work design and frontline employee engagement
Available to Purchase
Journal of Service Theory and Practice (2018) 28 (5): 636–660.
Published: 08 August 2018
...Ji “Miracle” Qi; Alexander E. Ellinger; George R. Franke Purpose In response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the influence of work design by testing competing...
Journal Articles
Impact of frontline service employees’ acculturation behaviors on customer satisfaction and commitment in intercultural service encounters
Available to Purchase
Journal of Service Theory and Practice (2017) 27 (6): 1105–1121.
Published: 03 October 2017
... Emerald Publishing Limited Licensed re-use rights only Acculturation Separation Integration Frontline employees Intercultural service encounters Marginalization Assimilation With rapid globalization of the world economy, it is not surprising to see the number of international...
Journal Articles
Developing our understanding of patronizing frontline employees
Available to Purchase
Managing Service Quality: An International Journal (2012) 22 (4): 340–358.
Published: 06 July 2012
...Nwamaka A. Anaza; Brian N. Rutherford Purpose In an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic literature. The notion of employees as customers is a common business practice...
