Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors
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DOI: 10.1016/j.jretconser.2019.101978
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Other versions of this item:
- Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
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Citations
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Cited by:
- Ross Gilbert, Jonathan & Krush, Michael T. & Trainor, Kevin J. & Wayment, Heidi A., 2022. "The (quiet) ego and sales: Transcending self-interest and its relationship with adaptive selling," Journal of Business Research, Elsevier, vol. 150(C), pages 326-338.
- Li, Xiaodong & Liu, Zibing & Ren, Ai & Gong, Bengang, 2022. "What fuzzy requests bring to frontline employees: An absorptive capacity theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
- Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Amin, Muhammad & Shamim, Amjad & Ghazali, Zulkipli & Khan, Imran, 2021. "Employee Motivation to Co-Create Value (EMCCV): Construction and Validation of Scale," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
- Tsai, Pei-Hsuan & Chen, Chih-Jou & Hsiao, Wei-Hung & Lin, Chin-Tsai, 2023. "Factors influencing the consumers’ behavioural intention to use online food delivery service: Empirical evidence from Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2022. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness," Journal of Retailing, Elsevier, vol. 98(2), pages 315-334.
- Kamvysi, Konstantina & Andronikidis, Andreas & Georgiou, Andreas C. & Gotzamani, Katerina, 2023. "A quality function deployment framework for service strategy planning," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Pangarkar, Aniruddha & Fleischman, Gary M. & Iacobucci, Dawn, 2022. "Enhancing frontline employee support during a product-harm crisis: Evidence and strategic managerial implications for firms," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
- Alghamdi, OmarA. & Agag, Gomaa, 2024. "Competitive advantage: A longitudinal analysis of the roles of data-driven innovation capabilities, marketing agility, and market turbulence," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
- Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Asante, Daniel & Tang, Chunyong & Asante, Eric Adom & Kwamega, Michael & Opoku-Danso, Alexander, 2023. "Leveraging perceived HPWS to improve service encounter quality in high-contact service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
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More about this item
Keywords
Customer demandingness; Frontline employees; Adaptability; Post-transaction; Service behaviors; Customer value; Satisfaction; Financial services;All these keywords.
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