Service employee behaviour : the role of compliance and risk taking
Ian, Lings & 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.
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:
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|Item Type:||Journal Article|
|Keywords:||services management, service employee behaviour, frontline employees, service employees, service relationship, decision-making process|
|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 12:37|
|Last Modified:||01 Mar 2012 00:18|
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