The successful management of frontline staff is important for service organisations ascustomers often make evaluative judgements of the service encounter through interactionswith these staff. The behaviour and attitude of these frontline staff therefore playafundamental part in this evaluation....

The impact of service direction, service training and staff behaviours on perceptions ofservice delivery are examined. The impact of managerial behaviour in the form of internalmarket orientation (IMO) on the attitudes of frontline staff towards the firm and itsconsequent influence on their...

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers' positive behavioural...

This study has important implications for marketing theory and practice. In an era of turbulent market environments, the organisational ability to sense and seize market opportunities and to reconfigure the resource base accordingly, has significant effects on performance. This paper uses a...

In many developed economies, changing demographics and economic conditions have given rise to increasingly competitive labour markets, where competition for good employees is strong. Consequently, strategic investments in attracting suitably qualified and skilled employees are recommended. One...