Service employee behaviour : the role of compliance and risk taking

Lings, Ian & Siegfried, Gudergan (2010) Service employee behaviour : the role of compliance and risk taking. International Journal of Services Technology and Management, 14(2/3), pp. 208-216.

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This paper looks at the decision-making process that determines the amount of effort frontline service employees will expend in delivering a service in a business-to-business context. Using theories in behavioural economics and interactional and social psychology, the paper develops and presents a model of employee decision-making. Managerial implications, which have the potential to enhance the marketing of business-to-business services and directions for future research in this area, are indicated.

Impact and interest:

3 citations in Scopus
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ID Code: 33280
Item Type: Journal Article
Refereed: Yes
Keywords: services management, service employee behaviour, frontline employees, service employees, service relationship, decision-making process
DOI: 10.1504/IJSTM.2010.034328
ISSN: 1460-6720
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: 2010 Inderscience Enterprises Ltd.
Deposited On: 06 Jan 2011 02:37
Last Modified: 12 Aug 2014 01:41

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