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Research article

First published 2010-11

Customer and Frontline Employee Influence on New Service Development Performance

Horace L. Melton, Michael D. Hartline

Journal of Service Research

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Research article

First published 2016-11

Securing Frontline Employee Support After an Ethical Scandal

Benjamin von Walter, Daniel Wentzel, Torsten Tomczak

Journal of Service Research

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Research article

First published 1997-07

Effects of Service Climate on Managers' and Employees' Rating of Visitors' Service Quality Expectations

Dwayne A. Baker, Daniel R. Fesenmaier

Journal of Travel Research

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Research article

First published 2018-4

Frontline Problem-Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues

Detelina Marinova, Sunil K. Singh, Jagdip Singh

Journal of Marketing Research

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Research article

First published 2009-7

Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge

Christian Homburg, Jan Wieseke, Torsten Bornemann

Journal of Marketing

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Research article

First published 2025

The Impact of Generative AI and Hybrid Work on Employee and Customer Experience: A Comprehensive Approach

Nhung Trinh, Mai Nguyen, Viet Quoc Cao [...]

Australasian Marketing Journal

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Research article

First published 2011-1

The Influence of Emotional Intelligence on the Service Performance of Casino Frontline Employees

Catherine Prentice, Brian King

Tourism and Hospitality Research

Open access

Research article

First published 2021-8

Do Customer Discounts Affect Frontline Employees?

Cord-Christian Troebs, Tillmann Wagner, Walter Herzog

Journal of Service Research

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Research article

First published 2025-3

A Tale of Two Frontlines: Critically Assessing the Dynamics of Interracial Service Encounters

LaDonna M Thornton, Angela L Jones, Akon E Ekpo [...]

Production and Operations Management

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Research article

First published 2014-7

Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters

Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni [...]

Journal of Marketing

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