Frontline employees' engagement and business performance: the mediating role of customer-oriented behaviors
B Ghlichlee, F Bayat - Management Research Review, 2021 - emerald.com
Purpose Within the retail banking sector, the customer-centric business model has become
an important and new business trend in recent years. The enhancement of the frontline …
an important and new business trend in recent years. The enhancement of the frontline …
Perceived customer participation and work engagement: the path through emotional labor
J Yoo - International Journal of Bank Marketing, 2016 - emerald.com
Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …
customer participation influences beneficial deep acting behaviors among service personnel …
Relationships between organizational support, customer orientation, and work outcomes: A study of frontline bank employees
U Yavas, E Babakus - International Journal of Bank Marketing, 2010 - emerald.com
Purpose–This paper seeks to examine the nature of relationships between six
organizational support mechanisms, a personal resource, and selected psychological and …
organizational support mechanisms, a personal resource, and selected psychological and …
The effects of employee behaviours on customer participation in the service encounter: The mediating role of customer emotions
Purpose There is considerable research examining the consequences and contingency
factors of customer participation in the service encounter. In comparison, there is …
factors of customer participation in the service encounter. In comparison, there is …
Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation
B Raza, S St-Onge, M Ali - International Journal of Bank Marketing, 2023 - emerald.com
Purpose Based upon social exchange theory, this study investigates the mediating effect of
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …
consumers' trust in banking industry frontline employees on two relationships:(1) the relation …
Service beyond the status quo: The ripple effect of corporate social responsibility and internal marketing on employee's customer-oriented behavior
VO Olorunsola, MB Saydam… - International Journal of …, 2022 - emerald.com
Service beyond the status quo: the ripple effect of corporate social responsibility and internal
marketing on employee's customer-oriented behavior | Emerald Insight Books and journals …
marketing on employee's customer-oriented behavior | Emerald Insight Books and journals …
What make banks' front-line staff more customer oriented? The role of interactional justice
TT Dang, AD Pham - International journal of bank marketing, 2020 - emerald.com
Purpose While technological advances have been changing the way that services are
delivered to customers, direct interaction between banks' front-line staff and customers still …
delivered to customers, direct interaction between banks' front-line staff and customers still …
The effects of nonwork and personal resources on frontline bank employees' work engagement and critical job outcomes
Purpose The purpose of this paper is to propose a research model that investigates work
engagement as a mediator of the effect of family support on proclivity to leave work early, in …
engagement as a mediator of the effect of family support on proclivity to leave work early, in …
Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction
Purpose—The study aims to examine the mediating role of frontline employee job
satisfaction in the relationship between abusive customer behaviour and employee turnover …
satisfaction in the relationship between abusive customer behaviour and employee turnover …
Exploring customer stewardship behaviors in service firms
Purpose The existing literature has emphasized the importance of frontline service
employees developing a sense of ownership for the overall well-being of customers …
employees developing a sense of ownership for the overall well-being of customers …