The role of climate : implications for service employee engagement and customer service performance
Bulent Menguc, Seigyoung Auh, Volkan Yeniaras, Constantine S. Katsikeas
| Year of publication: |
May 2017
|
|---|---|
| Authors: | Mengüç, Bülent ; Auh, Seigyoung ; Yeniaras, Volkan ; Katsikeas, Constantine S. |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 45.2017, 3, p. 428-451
|
| Subject: | Job demands-resources model | Self-efficacy | Job autonomy | Engagement | Climate | Service failure recovery | Leistungsmotivation | Work motivation | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Arbeitsleistung | Job performance | Arbeitszufriedenheit | Job satisfaction | Betriebsklima | Work climate | Beschwerdemanagement | Complaint management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-017-0526-9 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011685008