Frontline service employees
Cybercrime and the impact on banks' frontline service employees : a qualitative study towards the impact of cybercrime on the experiences, concerns and actions taken by Frontline Service Employees within the banking sector
... on Frontline Service Employees in the banking sector, because they have an important role in providing customers with information about cyber ...all employees are able to take appropriate ...
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Cyborgs as Frontline Service Employees: A Research Agenda
... of Service Theory and Practice to others; how acceptance of cyborg FLE actors may be explored; issues of privacy and security raised by the embodied nature of the technologies and likely implications for firms in ...
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Personality and the creativity of frontline service employees: linear and curvilinear effects
... 14 Openness to experience has been described as the extent to which individuals are proactive, have wide interests, and look for novel experiences, and is based on characteristics such as imagination, openness to ...
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From personal values to creativity : evidence from frontline service employees.
... committed employees, because they are less likely to develop fears concerning negative reactions to ...committed employees have with peers and supervisors should reduce the likelihood of employees ...
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The dynamics and impact of outcome-oriented control mechanisms on frontline service employees
... I argue that FLEs also catch customer moods/ emotions in the dyadic interactions. In line with prior research findings that one person’s emotional cues transfer to the other part in dyadic interactions (Friedman & ...
204
The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique
... other employees of the company, the entire company, and future contacts with the ...front-line service employees complained about leadership, work environment, system, and work intensity, the level ...
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Customer orientation of frontline employees and organizational commitment
... from frontline service employees of a retail ...customer-contact employees were administered the ...customer service employees were surveyed across 40 ...
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Frontline employees’ innovative service behavior as key to customer loyalty:insights into FLEs’ resource gain spiral
... Many service firms require frontline service employees (FLEs) to follow routines and standardized operating proce- dures during the service encounter, to deliver consistently high ...
23
How can service organizations improve the customer orientation of frontline employees? : a cross cultural study
... We are interested in finding the work situation antecedents to customer orientation among frontline employees in service organizations. As described earlier, research from various fields already ...
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Safety In Service Operations: A Frontline Perspective
... Keywords: service safety, frontline workers and systems framework INTRODUCTION o one wants to patronize a service that may pose safety risks to its ...All frontline service ...
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Emotional Labor Strategy of Hotel Frontline Employees: The Antecedents and Consequences
... for service employees may easily cause the outcome of emotional exhaustion [20], with a negative effect on work attitude, satisfaction and burnout ...chose frontline service employees ...
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MOVING BEYOND THE DIRECT IMPACT OF USING CRM SYSTEMS ON FRONTLINE EMPLOYEES SERVICE PERFORMANCE: THE MEDIATING ROLE OF ADAPTIVE BEHAVIOR
... is frontline service employees, all construct measures will be designated to focus on individual employees who use the CRM system to provide service to ...
Frontline employees as participants in service innovation processes : innovation by weaving
... for employees became for me a type of metaphor that combined my own and early work experiences with a professional and theoretical angle on innovation and innovation ...
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Potential antecedents and outcomes of frontline employees’ service recovery performance
... ABSTRACT Frontline employees frequently act as a bridge between a firm and its ...on service quality of the firm based on how well the frontline employees ...to frontline ...
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Frontline employees' collaboration in industrial service innovation:routes of co-creation's effects on new service performance
... customer service), on the magnitude of benefits of the innovation to customer service agents themselves (Umashankar et ...contact employees’ satisfaction and stimulus, fosters their creativity and ...
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Frontline Service Desk
... What Frontline can do for your company Reduce overhead ...company. Frontline can prevent this from happening – it can save you time and money by streamlining your help desk so that your staff can address ...
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The DART Perspective on Value Co Creation between Frontline Employees and Internal Service Providers
... where frontline employees’ engagement in value co-creation with internal service providers is ...the employees of all supporting departments such as production, warehousing, distribution, ...
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Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
... FLEs’ service delivery performance, managers should exploit key mechanisms that directly or indirectly have an impact on delivery ...which employees perceive the organization as valuing their ...recognizing ...
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Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
... the service delivery performance of FLEs through these relevant ...and service delivery performance is non-significant, which further confirms that this relationship exists through the simultaneous ...
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Performance of the Frontline Employees of the Sucs in Region Ii
... Government Service to the public by reducing Bureaucratic Red Tape, preventing graft and Corruption, and providing penalties thereof” or the Anti-Red Tape Act of 2007, was signed into law by President Gloria ...
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