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Marketing Intelligence & Planning, Vol. 28, Iss. 5, 2010-08 ,pp. : 600-624

Emerald Group Publishing Ltd

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Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

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Journal of Services Marketing, Vol. 23, Iss. 5, 2009-07 ,pp. : 338-350

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Problematic customers and turnover intentions of customer service employees

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Journal of Services Marketing, Vol. 26, Iss. 7, 2012-10 ,pp. : 551-559

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Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks

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The International Journal of Bank Marketing, Vol. 21, Iss. 5, 2003-07 ,pp. : 255-265

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Organizational Factors Associated with Job Characteristics: Evidence from Frontline Service Employees

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Journal of Strategic Marketing, Vol. 16, Iss. 2, 2008-05 ,pp. : 157-172

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