Why do frontline employees speak up on behalf of customers? : the influence of supervisors versus coworkers and the role of intrapersonal factors
Gabriel Gazzoli, Siddeeq M. Shabazz, Todd J. Arnold, Peter B. Kim
| Year of publication: |
2023
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|---|---|
| Authors: | Gazzoli, Gabriel ; Shabazz, Siddeeq M. ; Arnold, Todd J. ; Kim, Peter Beomcheol |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 156.2023, p. 1-13
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| Subject: | Coworker relationship quality | Customer-focused voice | Healthcare | Patient compliments | Perspective taking self-efficacy | Supervisor support | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Betriebsklima | Work climate | Arbeitsverhalten | Work behaviour | Gesundheitsversorgung | Health care | Arbeitskräfte | Workforce | Krankenhaus | Hospital | Verkaufspersonal | Salespeople | Gesundheitswesen | Health care system |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2022.113514 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013534229