Customer-oriented behaviour of front-line service employees: The need to be both willing and able
The purpose of this study is to empirically test and extend our knowledge of the determinants of customer-oriented behaviour of front-line employees across a range of service settings. We examine the need for front-line employees to be both 'willing' (engaged) and 'able' (confide...
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| Main Authors: | , |
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| Format: | Journal |
| Published: |
2017
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| Online Access: | https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=77952011653&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/43314 |
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| Institution: | Chiang Mai University |