Assessment of customer perceptions towards frontline service employees’ role behaviours

@inproceedings{Chaoluck2017AssessmentOC,
  title={Assessment of customer perceptions towards frontline service employees’ role behaviours},
  author={Phiangdao Chaoluck},
  year={2017}
}
This thesis investigates the perceptions of customers towards service-role behaviours, both in-role and extra-role. These two sets of role behaviours have been studied by a number of researchers. Nevertheless, the definitions and distinctions in the role behaviours have received considerable criticisms. Several studies explain that the boundary between both behaviours was poorly defined and led to multiple interpretations. Differentiating in- and extra-role behaviours must be emphasised owing… CONTINUE READING

References

Publications referenced by this paper.
SHOWING 1-10 OF 442 REFERENCES