Delighting the Customer: Creativity-Oriented High-Performance Work Systems, Frontline Employee Creative Performance, and Customer Satisfaction
نویسندگان
چکیده
منابع مشابه
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With the encouragement of marketing scholars, many companies are tying employee incentives to customer ratings of satisfaction, service quality, or employee performance. One potential drawback to these practices is that customers' evaluations of employees—and, therefore, any associated rewards—may be biased by employee race. This possibility was examined in a restaurant setting. We found that c...
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ژورنال
عنوان ژورنال: Journal of Management
سال: 2016
ISSN: 0149-2063,1557-1211
DOI: 10.1177/0149206316672532