Long-term customer relationships develop over repeated interactions, underscoring the
importance of frontline employees (FLEs) engaging in ethical behaviors. Therefore …

The purpose of this study is to define service orientation construct as an aspect of
personality traits, examine various scales for measuring it and review and summarize …

Front line employees are critical to service brand success, as their performance brings brand
promises to life. Banking employees, like others, must remain committed to their employers …

With the recognition that innovation is the lifeblood of competitive firms, researchers have
investigated multiple antecedents of employees' innovative work behaviors. Most studies …

Many service firms require frontline service employees (FLEs) to follow routines and
standardized operating procedures during the service encounter, to deliver consistently high …

Although understanding the concept of organizational citizenship behaviors (OCBs) in a
service context is important, very few studies have investigated what motivates frontline …

This study investigates the dynamics of customer affection and customer trust on customer
loyalty intention after cases of service failure and recovery. The results demonstrate that after …

Retail banking is facing many challenges, not least the loss of its customers' trust and loyalty.
The economic crisis is forcing banks to examine their relationships with stakeholders and to …

We propose a framework for creating an effective self-managed service climate for frontline
service employees with four antecedents–work facilitation, dedication, creativity and variety …

Bu çalışmanın amacı, konaklama işletmelerinde tüketiciyle yüz yüze iletişimde bulunan
işgörenlerin ne derece hizmet vermeye yatkın olduklarını tespit etmek ve hizmet verme …