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The impact of involvement on key service relationships
Baker, Thomas L.; Cronin, J. Joseph; Hopkins, Christopher D. - In: Journal of Services Marketing 23 (2009) 2, pp. 114-123
Purpose – This paper aims to report a study that focuses on the moderating role of involvement in the relationships between customer contact employees' customer orientation and service quality perceptions and satisfaction. Design/methodology/approach – A sample of 869 consumers is drawn from...
Persistent link: https://www.econbiz.de/10014905238
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The impact of perceived customer delight on the frontline employee
Barnes, Donald C.; Ponder, Nicole; Hopkins, Christopher D. - In: Journal of business research : JBR 68 (2015) 2, pp. 433-441
Persistent link: https://www.econbiz.de/10010472554
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Level of agreement between sales managers and salespeople on the need for internal virtue ethics and a direct path from satisfaction with manager to turnover intent
Shanahan, Kevin J.; Hopkins, Christopher D. - In: Journal of business ethics : JOBE 159 (2019) 3, pp. 837-848
Persistent link: https://www.econbiz.de/10012108980