The transformative outcomes of frontline employee adaptability for service value co-creation: a study of the banking sector

Volume: 40, Issue: 3, Pages: 401 - 424
Published: Nov 16, 2021
Abstract
Purpose This study aims to address two relatively unexplored issues in banking service literature. The first relates to the impact of co-creation behaviors of frontline employees (FLEs) on their well-being. The second is the impact of FLEs' adaptability on their performance of co-creation behaviors and their well-being in the workplace. Design/methodology/approach A structural model was built and tested using survey data collected from 366 FLEs...
Paper Details
Title
The transformative outcomes of frontline employee adaptability for service value co-creation: a study of the banking sector
Published Date
Nov 16, 2021
Volume
40
Issue
3
Pages
401 - 424
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