IDEAS home Printed from https://ideas.repec.org/p/dar/wpaper/90702.html
   My bibliography  Save this paper

Frontline Employees’ Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource Gain Spiral

Author

Listed:
  • Stock, Ruth
  • Jong, Ad de
  • Zacharias, Nicolas

Abstract

No abstract is available for this item.

Suggested Citation

  • Stock, Ruth & Jong, Ad de & Zacharias, Nicolas, 2017. "Frontline Employees’ Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource Gain Spiral," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 90702, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:90702
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/90702/
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. de Jong, Ad & Schepers, Jeroen J.L. & Lages, Cristiana R. & Kadić-Maglajlić, Selma, 2021. "The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement," Journal of Business Research, Elsevier, vol. 134(C), pages 601-617.
    2. Sun, Yang, 2021. "Case based models of the relationship between consumer resistance to innovation and customer churn," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    3. Bilal Ahmad & Da Liu & Mirza Huzaifa Asif & Muhammad Ashfaq & Muhammad Irfan, 2022. "Ambidextrous Leadership and Service Recovery Performance Under B2B Selling Context: An Examination Through Service Innovation Capability," SAGE Open, , vol. 12(2), pages 21582440221, May.
    4. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    5. Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin, 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 663-684, December.
    6. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    7. Xueqin Tian & Heesun Chae & Youngjoe Kim, 2024. "Leader prohibitive voice behavior and its effects on followers through leader identification and political skill," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
    8. Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
    9. Tobias Kraemer & Welf H. Weiger & Matthias H. J. Gouthier & Maik Hammerschmidt, 2020. "Toward a theory of spirals: the dynamic relationship between organizational pride and customer-oriented behavior," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1095-1115, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:dar:wpaper:90702. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dekanatssekretariat (email available below). General contact details of provider: https://edirc.repec.org/data/ivthdde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.