Customer delight and work engagement

Volume: 28, Issue: 5, Pages: 380 - 390
Published: Aug 5, 2014
Abstract
Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been...
Paper Details
Title
Customer delight and work engagement
Published Date
Aug 5, 2014
Volume
28
Issue
5
Pages
380 - 390
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