Customer-focused voice and rule-breaking in the frontlines
Gabriel Gazzoli, Nawar N. Chaker, Alex R. Zablah, Tom J. Brown
| Year of publication: |
2022
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|---|---|
| Authors: | Gazzoli, Gabriel ; Chaker, Nawar N. ; Zablah, Alex R. ; Brown, Tom |
| Published in: |
Journal of the Academy of Marketing Science. - Dordrecht : Springer Netherlands, ISSN 1552-7824, ZDB-ID 2067360-7. - Vol. 50.2022, 2, p. 388-409
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| Subject: | Frontline employee customer orientation | Pro-customer rule breaking | Customer-focused voice | Identity theory | Role performance | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople | Arbeitsverhalten | Work behaviour | Persönlichkeitspsychologie | Personality psychology | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-021-00798-8 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012819765