Search Results - subject:"Frontline Employees"

Are all service interactions created equal? : employees’ perceptions of attribution and justice of clients’ emotional demands and employee well-being

García-Romero, Alejandro; Bilbao, Roberto Domínguez; … - In: Administrative Sciences : open access journal 15 (2025) 8, pp. 1-21

role in shaping their well-being. This study adopts a qualitative phenomenological approach to explore how frontline … employees engage in meaning-making regarding the emotional labor demands during customer interaction. Drawing on six group …

Persistent link: https://www.econbiz.de/10015448529

Unintended consequences of in-store technology for frontline employees : an empirics-first approach

Nanni, Anastasia; Ordanini, Andrea - In: Journal of the Academy of Marketing Science 53 (2025) 1, pp. 129-149

Persistent link: https://www.econbiz.de/10015192986

How display rules influence turnover in healthcare teams and the moderating role of team negative affective tone

Nguyen, Helena; Groth, Markus; Johnson, Anya - In: Journal of service research 27 (2024) 3, pp. 397-413

Persistent link: https://www.econbiz.de/10014580517

Can frontline employees help consumers improve their financial planning behavior? Implications from triadic analysis

Siahtiri, Vida; Weiger, Welf Hermann; Tetteh-Afi, Christian - In: European Journal of Marketing 58 (2024) 13, pp. 130-158

into how consumers can be motivated to improve financial planning. This paper aims to investigate how frontline employees … can effectively support their frontline employees in this effort through leadership and organizational climate. Design … a triadic study with a unique dataset collected from consumers, frontline employees, and managers in the banking sector …

Persistent link: https://www.econbiz.de/10015343373

Actions are more than just words : relationships between word-of-mouth, personal interaction, and product attachment

Kim, Woo Bin; Kim, Changju; Go, I.; Fukuda, Reo; Imai, … - In: Journal of retailing and consumer services 81 (2024), pp. 1-13

Persistent link: https://www.econbiz.de/10015117898

Can frontline employees help consumers improve their financial planning behavior? : implications from triadic analysis

Siahtiri, Vida; Weiger, Welf; Tetteh-Afi, Christian; … - In: European journal of marketing 58 (2024) 13, pp. 130-158

Persistent link: https://www.econbiz.de/10015198461

How can customers cope with cognitive demands of professional services? The role of employee coping support

Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & Marketing 40 (2023) 5, pp. 867-887

Even though researchers are increasingly acknowledging the dark side of customer participation (i.e., behavioral customer engagement), particularly in professional services with high cognitive demands that cause customer participation stress (i.e., negative psychological state resulting from the...

Persistent link: https://www.econbiz.de/10014503733

Employee acceptance of disruptive service innovations at the frontline: The role of collective sensemaking processes

Garrelfs, Christopher; Schultz, Carsten; Luengen, Marie - In: Creativity and Innovation Management 32 (2023) 3, pp. 388-406

Acceptance of service innovation by frontline employees is a challenging issue, especially if such innovations have the … provision. We argue that such innovations challenge frontline employees' focus on routines and standardized service operating … innovations. Results show that a high degree of innovativeness has a negative effect on innovation acceptance. Frontline employees …

Persistent link: https://www.econbiz.de/10014504150

Employee acceptance of disruptive service innovations at the frontline : the role of collective sensemaking processes

Garrelfs, Christopher; Schultz, Carsten; Luengen, Marie - In: Creativity and innovation management 32 (2023) 3, pp. 388-406

Persistent link: https://www.econbiz.de/10014336050

Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it

Danatzis, Ilias; Möller-Herm, Jana - In: Journal of service research 26 (2023) 3, pp. 459-475

Persistent link: https://www.econbiz.de/10014326009