Barnes, Donald C.; Ponder, Nicole; Hopkins, Christopher D. - In: Journal of Business Research 68 (2015) 2, pp. 433-441
A plethora of research has investigated the impact of the frontline employee on the customer, with the consensus that employees can have a tremendous impact on the customer. What remains to be discovered is the extent to which this relationship exists in the reverse. Utilizing broaden-and-build...
