Frontline employees' innovative service behavior as key to customer loyalty : insights into FLEs' resource gain spiral
Ruth Maria Stock, Ad de Jong, and Nicolas A. Zacharias
| Year of publication: |
March 2017
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|---|---|
| Authors: | Stock-Homburg, Ruth ; Jong, Ad de ; Zacharias, Nicolas A. |
| Published in: |
The journal of product innovation management : an international publication of the Product Development & Management Association. - Oxford : Blackwell Publishing, ISSN 0737-6782, ZDB-ID 722136-8. - Vol. 34.2017, 2, p. 223-245
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| Subject: | Dienstleistungsinnovation | Service innovation | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenbindung | Customer retention | Deutschland | Germany |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1111/jpim.12338 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011684888