Service employee behaviour: The role of compliance and risk taking

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