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Articles (82)

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1-10 of 82 results for customer-contact employees

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Select article: Managing the Ethical Climate of Customer-Contact Service Employees

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Research article

First published 2005-05

Managing the Ethical Climate of Customer-Contact Service Employees

Charles H. Schwepker, Michael D. Hartline

Journal of Service Research

Select article: When Do Customer Contact Employees Satisfy Customers?

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Research article

First published 2000-08

When Do Customer Contact Employees Satisfy Customers?

Andrew Sergeant, Stephen Frenkel

Journal of Service Research

Select article: The Management of Customer-Contact Service Employees: An Empirical Investigation

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Research article

First published 1996-10

The Management of Customer-Contact Service Employees: An Empirical Investigation

Michael D. Hartline, O. C. Ferrell

Journal of Marketing

Select article: Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

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Research article

First published 2000-4

Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees

Michael D. Hartline, James G. Maxham, Daryl O. McKee

Journal of Marketing

Select article: The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations

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Research article

First published 2000-08

The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations

Jean-Charles Chebat, Paul Kollias

Journal of Service Research

Select article: Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor Firm

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Research article

First published 2002-4

Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor Firm

Neeli Bendapudi, Robert P. Leone

Journal of Marketing

Select article: Got Support? The Impact of Supportive Work Practices on the Perceptions,Motivation,and Behavior of Customer-Contact Employees

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Research article

First published 2013-5

Got Support? The Impact of Supportive Work Practices on the Perceptions,Motivation,and Behavior of Customer-Contact Employees

John W. Michel, Michael J. Kavanagh, J. Bruce Tracey

Cornell Hospitality Quarterly

Select article: The Elicitation of Frontline,Customer-Contact,Hotel Employee Innovative Behavior: Illuminating the Central Roles of Readiness for Change and Absorptive Capacity

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Research article

First published 2018-8

The Elicitation of Frontline,Customer-Contact,Hotel Employee Innovative Behavior: Illuminating the Central Roles of Readiness for Change and Absorptive Capacity

Song Chang, Sean A. Way, Derek H. K. Cheng

Cornell Hospitality Quarterly

Select article: How the Employee Looks and Looks at you: Building Customer–Employee Rapport

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Research article

First published 2019-1

How the Employee Looks and Looks at you: Building Customer–Employee Rapport

Kawon Kim, Melissa A. Baker

Journal of Hospitality & Tourism Research

Select article: Organizational Service Systems: Antecedents and Consequences

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Research article

First published 2011-1

Organizational Service Systems: Antecedents and Consequences

Teresa García, José Varela, Marisa del Río

Tourism and Hospitality Research

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