The role of climate: implications for service employee engagement and customer service performance

Menguc, B, Auh, S, Yeniaras, V et al. (1 more author) (2017) The role of climate: implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45 (3). pp. 428-451. ISSN 0092-0703

Abstract

Metadata

Authors/Creators:
  • Menguc, B
  • Auh, S
  • Yeniaras, V
  • Katsikeas, CS
Copyright, Publisher and Additional Information: © Academy of Marketing Science, 2017. This is an author produced version of a paper published in Journal of the Academy of Marketing Science. Uploaded in accordance with the publisher's self-archiving policy. The final publication is available at Springer via http://dx.doi.org/10.1007/s11747-017-0526-9.
Keywords: Job demands–resources model; Self-efficacy; Job autonomy; Engagement; Climate; Service failure recovery
Dates:
  • Published: May 2017
  • Accepted: 7 March 2017
  • Published (online): 18 March 2017
Institution: The University of Leeds
Academic Units: The University of Leeds > Faculty of Business (Leeds) > Marketing Division (LUBS)
Depositing User: Symplectic Publications
Date Deposited: 12 Apr 2017 09:35
Last Modified: 19 Mar 2018 01:39
Status: Published
Publisher: Springer Verlag
Identification Number: https://doi.org/10.1007/s11747-017-0526-9

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