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The Service Models of Frontline Employees
16 references·16 citing·53 second hopsampled
The Service Models of Frontline Employees (2010)The Service Models of Frontline EmployeesIdentity, deep structure and the development of leadership skill (2005)Identity, deep structure and …Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Development and validation of the Emotional Labour Scale (2003)Development and validation of…The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings (2002)The Customer Orientation of S…Crafting a Job: Revisioning Employees as Active Crafters of Their Work (2001)Crafting a Job: Revisioning E…UNDERSTANDING HUMAN COMPETENCE AT WORK: AN INTERPRETATIVE APPROACH. (2000)UNDERSTANDING HUMAN COMPETENC…The role of deliberate practice in the acquisition of expert performance. (1993)The role of deliberate practi…RESEARCH NOTES. DISTRIBUTIVE AND PROCEDURAL JUSTICE AS PREDICTORS OF SATISFACTION WITH PERSONAL AND ORGANIZATIONAL OUTCOMES. (1992)RESEARCH NOTES. DISTRIBUTIVE …Adaptive Selling: Conceptualization, Measurement, and Nomological Validity (1990)Adaptive Selling: Conceptuali…Toward a Model of Organizations as Interpretation Systems (1984)Toward a Model of Organizatio…Changing Interpretive Schemes and Organizational Restructuring: The Example of a Religious Order (1984)Changing Interpretive Schemes…The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The SOCO Scale: A Measure of …The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The SOCO Scale: A Measure of …Accommodation of a scientific conception: Toward a theory of conceptual change (1982)Accommodation of a scientific…Phenomenography ? Describing conceptions of the world around us (1981)Phenomenography ? Describing …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture (2020)A Meta-Analysis of Frontline …The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience (2019)The Moment of Truth: A Review…Brand advocacy in the frontline: how does it affect customer satisfaction? (2018)Brand advocacy in the frontli…When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules (2017)When serving customers includ…Understanding the relationship between frontline employee boreout and customer orientation (2016)Understanding the relationshi…Managing service employees: literature review, expert opinions, and research directions (2016)Managing service employees: l…Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction (2016)Integrating Chinese cultural …Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performance (2016)Innovation in the frontline: …Frontline Employees' Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs' Resource Gain Spiral (2016)Frontline Employees' Innovati…Services Management Research (2014)Services Management ResearchIs Boreout a Threat to Frontline Employees' Innovative Work Behavior? (2014)Is Boreout a Threat to Frontl…Examining the influence of strategic profit emphases on employee engagement and service climate (2014)Examining the influence of st…Value creation and firm sales performance: The mediating roles of strategic account management and relationship perception (2011)Value creation and firm sales…Paving the way for “distinguished marketing” (2011)Paving the way for “distingui…Moving emotional labor beyond surface and deep acting (2011)Moving emotional labor beyond…Customer service understanding: gender differences of frontline employees (2011)Customer service understandin…THE STRUCTURE OF SCIENTIFIC REVOLUTIONS (1963)The Structure of Scientific Revolutions (1963)Falsification and the Methodology of Scientific Research Programmes (1970)Constructing Scientific Knowledge in the Classroom (1994)In search of the essence of a good teacher: towards a more holistic approach in teacher education (2004)Teacher pedagogical beliefs: The final frontier in our quest for technology integration? 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1993The role of deliberate practice in the acquisition of expert performance.9,542 cited
  • 1982Accommodation of a scientific conception: Toward a theory of conceptual change5,116 cited
  • 1984Toward a Model of Organizations as Interpretation Systems5,019 cited
  • 2001Crafting a Job: Revisioning Employees as Active Crafters of Their Work4,957 cited
  • 1981Phenomenography ? Describing conceptions of the world around us3,269 cited
  • 1992RESEARCH NOTES. DISTRIBUTIVE AND PROCEDURAL JUSTICE AS PREDICTORS OF SATISFACTION WITH PERSONAL AND ORGANIZATIONAL OUTCOMES.1,703 cited
  • 1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,547 cited
  • 2003Development and validation of the Emotional Labour Scale1,253 cited
  • 2002The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings1,092 cited
  • 1982The SOCO Scale: A Measure of the Customer Orientation of Salespeople1,055 cited
  • 2000UNDERSTANDING HUMAN COMPETENCE AT WORK: AN INTERPRETATIVE APPROACH.1,050 cited
  • 1984Changing Interpretive Schemes and Organizational Restructuring: The Example of a Religious Order

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1,032 cited
  • 2005Identity, deep structure and the development of leadership skill955 cited
  • 1990Adaptive Selling: Conceptualization, Measurement, and Nomological Validity870 cited
  • Cited by

    • 2011Moving emotional labor beyond surface and deep acting285 cited
    • 2016Managing service employees: literature review, expert opinions, and research directions137 cited
    • 2014Is Boreout a Threat to Frontline Employees' Innovative Work Behavior?129 cited
    • 2016Frontline Employees' Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs' Resource Gain Spiral105 cited
    • 2019The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience99 cited
    • 2014Services Management Research87 cited
    • 2011Value creation and firm sales performance: The mediating roles of strategic account management and relationship perception86 cited
    • 2020A Meta-Analysis of Frontline Employees’ Role Behavior and the Moderating Effects of National Culture84 cited
    • 2011Paving the way for “distinguished marketing”80 cited
    • 2011Customer service understanding: gender differences of frontline employees75 cited
    • 2016Understanding the relationship between frontline employee boreout and customer orientation65 cited
    • 2018Brand advocacy in the frontline: how does it affect customer satisfaction?64 cited
    • 2016Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performance56 cited
    • 2017When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules55 cited
    • 2016Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction48 cited
    • 2014Examining the influence of strategic profit emphases on employee engagement and service climate47 cited