This research investigates the influence of frontline Employee Satisfaction on Customer Satisfaction in a utilitarian service environment by using the established Service Profit Chain (SPC) framework, the satisfaction mirror (Heskett et al. 1997) and insights from the Organisational Behaviour literature (Snipes et al. 2005). The ES-CS link is investigated using matching dyadic data in order to gain a deeper insight into the topic. This method accounts for the limitations of previous studies that used data from a single source (Homburg and Stock 2004). Furthermore since past research focussed on hedonic environments (Homburg et al. 2009; Jeon and Choi 2012) then a utilitarian service was chosen to see if the results from hedonic environments...
Perceived customer incivility can be a significant day-to-day demand that affects frontline service ...
The research investigates factors driving consumer satisfaction by examining theexperiential and aff...
In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical...
This research, drawing on dyadic data, is one of the first to assess the significance of employee sa...
Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differ...
This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schl...
Frontline employees (FLEs) play a crucial role in face-to-face sales and service encounters as they...
In response to the increasingly competitive markets and volatile market dynamics, firms nowadays sho...
This study examines the nature of relationships between customer perceptions of frontline employee s...
This research investigates the impact of the servicescape on the responses of both the customer and ...
The best service providers assure the highest levels of service quality. Frontline service providers...
M.B.A.Throughout the world companies are restructuring there processes. Companies are trying to prov...
Introduction: The present study aimed to explore the frontline employees in-shop motivation to influ...
AbstractThe current competitive climate paves the way for a change in the management of the customer...
Purpose – The purpose of this paper is to examine the role of front line employee job satisfaction i...
Perceived customer incivility can be a significant day-to-day demand that affects frontline service ...
The research investigates factors driving consumer satisfaction by examining theexperiential and aff...
In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical...
This research, drawing on dyadic data, is one of the first to assess the significance of employee sa...
Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differ...
This paper reports the result of an exploratory study of the application of Heskett, Sasser and Schl...
Frontline employees (FLEs) play a crucial role in face-to-face sales and service encounters as they...
In response to the increasingly competitive markets and volatile market dynamics, firms nowadays sho...
This study examines the nature of relationships between customer perceptions of frontline employee s...
This research investigates the impact of the servicescape on the responses of both the customer and ...
The best service providers assure the highest levels of service quality. Frontline service providers...
M.B.A.Throughout the world companies are restructuring there processes. Companies are trying to prov...
Introduction: The present study aimed to explore the frontline employees in-shop motivation to influ...
AbstractThe current competitive climate paves the way for a change in the management of the customer...
Purpose – The purpose of this paper is to examine the role of front line employee job satisfaction i...
Perceived customer incivility can be a significant day-to-day demand that affects frontline service ...
The research investigates factors driving consumer satisfaction by examining theexperiential and aff...
In contrast to prior studies examining only piecemeal aspects of employee attributes (i.e., physical...