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Delivering Customer-Oriented Behaviour through Empowerment: An Empirical Test of HRM Assumptions


  • Riccardo Peccei


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  • Riccardo Peccei, 2001. "Delivering Customer-Oriented Behaviour through Empowerment: An Empirical Test of HRM Assumptions," Journal of Management Studies, Wiley Blackwell, vol. 38(6), pages 831-857, September.
  • Handle: RePEc:bla:jomstd:v:38:y:2001:i:6:p:831-857

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    Cited by:

    1. Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    2. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0340-y is not listed on IDEAS
    3. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
    4. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
    5. Elaine Wallace & Leslie Chernatony & Isabel Buil, 2011. "How Leadership and Commitment Influence Bank Employees’ Adoption of their Bank’s Values," Journal of Business Ethics, Springer, vol. 101(3), pages 397-414, July.
    6. Peccei, R.E., 2004. "Human Resource Management And The Search For The Happy Workplace," ERIM Inaugural Address Series Research in Management EIA-2004-021-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam..

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