Service employee behaviour: The role of compliance and risk taking

Gudergan, S; Lings, IN

Service employee behaviour: The role of compliance and risk taking

Gudergan, S Lings, IN

Permalink

Publisher:: Inderscience Publishers
Publication Type:: Journal Article
Citation:: International Journal of Services Technology and Management, 2010, 14 (2/3), pp. 208 - 216
Issue Date:: 2010-01

Closed Access

	Filename	Description	Size
	2006009860OK.pdf		387.97 kB	Adobe PDF	View/Open

Copyright Clearance Process

Recently Added
In Progress
Closed Access

This item is closed access and not available.

Full metadata record

Field	Value	Language
dc.contributor.author	Gudergan, S	en_US
dc.contributor.author	Lings, IN	en_US
dc.date.issued	2010-01	en_US
dc.identifier.citation	International Journal of Services Technology and Management, 2010, 14 (2/3), pp. 208 - 216	en_US
dc.identifier.issn	1460-6720	en_US
dc.identifier.uri	http://hdl.handle.net/10453/14015
dc.description.abstract	This paper looks at the decision-making process that determines the amount of effort frontline service employees will expend in delivering a service in a business-to-business context. Using theories in behavioural economics and interactional and social psychology, the paper develops and presents a model of employee decision-making. Managerial implications, which have the potential to enhance the marketing of business-to-business services and directions for future research in this area, are indicated.	en_US
dc.publisher	Inderscience Publishers	en_US
dc.relation.ispartof	International Journal of Services Technology and Management	en_US
dc.relation.isbasedon	10.1504/IJSTM.2010.034328	en_US
dc.subject.classification	Business & Management	en_US
dc.title	Service employee behaviour: The role of compliance and risk taking	en_US
dc.type	Journal Article
utslib.citation.volume	2/3	en_US
utslib.citation.volume	14	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1502 Banking, Finance and Investment	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	2/3	en_US
pubs.volume	14	en_US

Abstract:

This paper looks at the decision-making process that determines the amount of effort frontline service employees will expend in delivering a service in a business-to-business context. Using theories in behavioural economics and interactional and social psychology, the paper develops and presents a model of employee decision-making. Managerial implications, which have the potential to enhance the marketing of business-to-business services and directions for future research in this area, are indicated.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/14015