Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers
Abstract
In this digital era, where many product-oriented business-to-business companies are shifting to a product-service systems approach, frontline employees (FLEs) are urged to complement customer-directed behaviors with coworker-directed prosocial behaviors to achieve optimal performance. Surprisingly, little is known about the relationship between FLEs’ coworker-directed and customer-directed behaviors in product-service systems settings. This...
Paper Details
Title
Balancing Frontliners’ Customer- and Coworker-Directed Behaviors When Serving Business Customers
Published Date
Mar 18, 2019
Journal
Volume
22
Issue
3
Pages
323 - 344
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