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The changing role of employees in service theory and practice: An interdisciplinary view · Study

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ArticleThe changing role of employees in service theory and practice: An interdisciplinary view

David E. Bowen2015

Article2015

The changing role of employees in service theory and practice: An interdisciplinary view

265 citations·0/0 files stored·Human Resource Management Review

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Service and Product Innovation Customer Service Quality and Loyalty Emotional Labor in Professions

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 265 citations exist upstream.

References

1991Firm Resources and Sustained Competitive Advantage 2004Firm resources and sustained competitive advantage 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2003Evolving to a New Dominant Logic for Marketing 1985Competitive Advantage: Creating and Sustaining Superior Performance 1985Competitive advantage, creating and sustaining superior performance 2007Service-dominant logic: continuing the evolution 2001Is the Resource-Based "View" a Useful Perspective for Strategic Management Research?

Cited by

2019Emotional intelligence or artificial intelligence– an employee perspective 2014Small details that make big differences 2017Engagement platforms in the sharing economy 2017The changing role of the health care customer: review, synthesis and research agenda 2020Caring for the caregiver during COVID-19 outbreak: Does inclusive leadership improve psychological safety and curb psychological distress? A cross-sectional study 2020How does servant leadership influence employees' service innovative behavior? The roles of intrinsic motivation and identification with the leader 2020Does customer incivility undermine employees’ service performance?2020Luxury in the digital age: A multi-actor service encounter perspective

Details

Year2015

Typearticle

Published2015-10-27

VenueHuman Resource Management Review

ISSN-L1053-4822

Languageen

Citations265

Files0 public / 0

ShelfService and Product Innovation

Identifiers

doi10.1016/j.hrmr.2015.09.002

openalex_workW1870622975

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