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Articles (21)

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1-10 of 21 results for extra-role customer service

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Select article: The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

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Research article

First published 2021-5

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Marissa Orlowski, Diego Bufquin, Michael E. Nalley

Cornell Hospitality Quarterly

Select article: How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism

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Research article

First published 2012-1

How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism

Kimmy Wa Chan, Echo Wen Wan

Journal of Marketing

Select article: Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

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Research article

First published 2003-1

Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

James G. Maxham, Richard G. Netemeyer

Journal of Marketing

Select article: Relational Damage and Relationship Repair

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Review article

First published 2011-8

Relational Damage and Relationship Repair

Tim Jones, Peter A. Dacin, Shirley F. Taylor

Journal of Service Research

Select article: Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

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Research article

First published 2005-02

Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries

Markus Groth

Journal of Management

Select article: Conflicts in the Work–Family Interface: Links to Job Stress,Customer Service Employee Performance,and Customer Purchase Intent

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First published 2005-4

Conflicts in the Work–Family Interface: Links to Job Stress,Customer Service Employee Performance,and Customer Purchase Intent

Richard G. Netemeyer, James G. Maxham, Chris Pullig

Journal of Marketing

Select article: A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture

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Research article

First published 2020-8

A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture

Jeroen J. L. Schepers, Michel van der Borgh

Journal of Service Research

Select article: Do customer orientation and job resourcefulness moderate the impact of interrole conflicts on frontline employees’ performance?

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Research article

First published 2011-4

Do customer orientation and job resourcefulness moderate the impact of interrole conflicts on frontline employees’ performance?

Ugur Yavas, Osman M Karatepe, Emin Babakus

Tourism and Hospitality Research

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: Effects of Option Framing on the Purchase of Luxury Hotel Ancillary Amenities

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Research article

First published 2025-9

Effects of Option Framing on the Purchase of Luxury Hotel Ancillary Amenities

Taehyun Suh, Minjung Shin, Ki-Joon Back

Journal of Hospitality & Tourism Research

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