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 …

Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …

Purpose–This paper seeks to examine the nature of relationships between six
organizational support mechanisms, a personal resource, and selected psychological and …

Purpose There is considerable research examining the consequences and contingency
factors of customer participation in the service encounter. In comparison, there is …

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 …

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 …

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 …

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 …

Purpose—The study aims to examine the mediating role of frontline employee job
satisfaction in the relationship between abusive customer behaviour and employee turnover …

Purpose The existing literature has emphasized the importance of frontline service
employees developing a sense of ownership for the overall well-being of customers …