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Titolo:
DISCRETION AND THE SERVICE EMPLOYEE
Autore:
KELLEY SW;
Indirizzi:
UNIV KENTUCKY,COLL BUSINESS & ECON LEXINGTON KY 40506
Titolo Testata:
Journal of retailing
fascicolo: 1, volume: 69, anno: 1993,
pagine: 104 - 126
SICI:
0022-4359(1993)69:1<104:DATSE>2.0.ZU;2-5
Fonte:
ISI
Lingua:
ENG
Soggetto:
ORGANIZATIONAL CITIZENSHIP BEHAVIOR; MARKETING-RESEARCH; PERFORMANCE; MOOD; COMMITMENT; SOCIALIZATION; ANTECEDENTS; MOTIVATION; KNOWLEDGE; CUSTOMER;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social Sciences Citation Index
Citazioni:
77
Recensione:
Indirizzi per estratti:
Citazione:
S.W. Kelley, "DISCRETION AND THE SERVICE EMPLOYEE", J RETAILING, 69(1), 1993, pp. 104-126

Abstract

Services marketing managers have begun to recognize that services canbe enhanced hy allowing employees to exercise discretion during service delivery. A conceptual framework is presented which considers the discretion of employees and its antecedents. Two groups of antecedents are included: organizational factors and employee-related factors. Theframework introduces a set of variables to the services marketing literature which take into account some of the unique aspects of service delivery.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 09/04/20 alle ore 19:33:50