Key drivers of frontline employee generation of ideas for customer service improvement

Journal of Service Research

Volumn 15, Issue 2, 2012, Pages 215-230

  Lages, Cristiana R ^a   Piercy, Nigel F ^b  

^a LOUGHBOROUGH UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

frontline employees; generation of ideas for service improvement; perceived organizational support; reading of customer needs

Indexed keywords

EID: 84860646328     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670511436005     Document Type: Review

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