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Frontline Employees’ Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource Gain Spiral

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  • Stock, Ruth
  • Jong, Ad de
  • Zacharias, Nicolas

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  • Stock, Ruth & Jong, Ad de & Zacharias, Nicolas, 2017. "Frontline Employees’ Innovative Service Behavior as Key to Customer Loyalty: Insights into FLEs’ Resource Gain Spiral," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 90702, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:90702
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/90702/
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    Cited by:

    1. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    2. Bilal Ahmad & Da Liu & Mirza Huzaifa Asif & Muhammad Ashfaq & Muhammad Irfan, 2022. "Ambidextrous Leadership and Service Recovery Performance Under B2B Selling Context: An Examination Through Service Innovation Capability," SAGE Open, , vol. 12(2), pages 21582440221, May.
    3. Cindy Yunhsin Chou & Chin Hsiu Huang & Tzu-An Lin, 2018. "Organizational intellectual capital and its relation to frontline service employee innovative behavior: consumer value co-creation behavior as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 663-684, December.
    4. Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
    5. Tobias Kraemer & Welf H. Weiger & Matthias H. J. Gouthier & Maik Hammerschmidt, 2020. "Toward a theory of spirals: the dynamic relationship between organizational pride and customer-oriented behavior," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1095-1115, November.
    6. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. de Jong, Ad & Schepers, Jeroen J.L. & Lages, Cristiana R. & Kadić-Maglajlić, Selma, 2021. "The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement," Journal of Business Research, Elsevier, vol. 134(C), pages 601-617.
    8. Sun, Yang, 2021. "Case based models of the relationship between consumer resistance to innovation and customer churn," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

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