What factors influence customer-oriented prosocial behavior of customer-contact employees?

Journal of Services Marketing

Volumn 20, Issue 4, 2006, Pages 251-264

  Lee, Yong Ki ^a   Nam, Jung Heon ^b   Park, Dae Hwan ^c   Lee, Kyung Ah ^d  

^a Sejong University   (South Korea)

^b Changshin College ^*  (South Korea)

^c Youngsan University   (South Korea)

^d Samsung Advanced Institute of Technology (SAIT)   (South Korea)

Author keywords

Customer service management; Employee behaviour; Empowerment; Hotel and catering industry; Job satisfaction; South Korea; Training

Indexed keywords

EID: 33746652633     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610674599     Document Type: Article

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