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Research article

First published 2014-12

Linkages between Organization Climate and Work Outcomes: Perceptual Differences among Health Service Professionals as a Function of Customer Contact Intensity

Dennis J. Scotti, Joel Harmon

Journal of Health and Human Services Administration

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Research article

First published 2017-2

The Emergent Field of Organizational Frontlines

Jagdip Singh, Michael Brady, Todd Arnold [...]

Journal of Service Research

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Research article

First published 2019-10

The Impact of Customer Contact on Collective Human Energy in Firms

Petra Kipfelsberger, Heike Bruch, Dennis Herhausen

Group & Organization Management

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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

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Research article

First published 2008-9

Performance Implications of Adopting a Customer-Focused Sales Campaign

V. Kumar, Rajkumar Venkatesan, Werner Reinartz

Journal of Marketing

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Research article

First published 2021-12

Knocking sovereign customers off their pedestals? When contact staff educate,amateurize,and penalize deviant customers

Aurélien Rouquet, Jean-Baptiste Suquet

Human Relations

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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

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Other

First published 2003-11

The Consequences of Dysfunctional Customer Behavior

Lloyd C. Harris, Kate L. Reynolds

Journal of Service Research

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Research article

First published 2014-11

Misalignment and Its Influence on Integration Quality in Multichannel Services

Madhumita Banerjee

Journal of Service Research

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Research article

First published 2003-06

MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER

ANTREAS D. ATHANASSOPOULOS, ANASTASIOS ILIAKOPOULOS

Production and Operations Management

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