Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators

Subhash Jha, M.S. Balaji, Ugur Yavas and Emin Babakus

Year of publication:	2017
Authors:	Jha, Subhash ; Balaji, M. S. ; Yavas, Ugur ; Babakus, Emin
Published in:	European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 51.2017, 2, p. 282-303
Subject:	Customer orientation \| Customer satisfaction \| Sales performance \| Role overload \| Interaction quality \| Service profit chain \| Kundenzufriedenheit \| Beziehungsmarketing \| Relationship marketing \| Verkaufspersonal \| Salespeople \| Dienstleistungsqualität \| Service quality \| Arbeitszufriedenheit \| Job satisfaction \| Arbeitsleistung \| Job performance \| Absatz \| Sales

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