Tailoring to Customers’ Needs: Understanding How to Promote an Adaptive Service Experience With Frontline Employees

Journal of Service Research

Volumn 17, Issue 4, 2014, Pages 446-459

  Wilder, Kelly M ^a   Collier, Joel E ^b   Barnes, Donald C ^c  

^a MEREDITH COLLEGE   (United States)

^b MISSISSIPPI STATE UNIVERSITY   (United States)

^c UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

Author keywords

adaptive service; frontline employees; SEM; service climate; service exchange

Indexed keywords

EID: 84910069711     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670514530043     Document Type: Article

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