The trade-off of servicing empowerment on employees' service performance: Examining the underlying motivation and workload mechanisms

Journal of the Academy of Marketing Science

Volumn 39, Issue 4, 2011, Pages 609-628

  Chan, Kimmy Wa ^a   Lam, Wing ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Agency theory; Customer complaint handling; Organizational citizenship behaviors toward customers; Performance appraisal; Principal agent service goal congruence; Servicing empowerment; Task motivation and perceived workload

Indexed keywords

EID: 79961209370     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-011-0250-9     Document Type: Article

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