Purpose This study aims to address two relatively unexplored issues in banking service
literature. The first relates to the impact of co-creation behaviors of frontline employees (FLEs) on …

… frontline employees’ customer-oriented behaviors in the relationship between their engagement
and branches’ BP in the retail banking sector… in Iran’s financial services sector for seven …

… is essential to frontline employees’ ability to provide quality services to external customers,
and thus affects employee service behaviors and performance, along with service climate. …

… of frontline employees’ innovative behaviors. To achieve the purpose, this study collected data
from frontline employees … The selection of the particular service sector (ie, hospitality) was …

… aims to analyse the role played by frontline employees' creativity, knowledge and motivation
… for employee-driven innovation in hospitality firms. The work studies the employee from an …

… As the service sector continues to grow, and increasingly to … frontline employees’ work
engagement serves as a mediator between their PsyCap and the behaviors (collectively, service …

… A qualitative study then explores customers’ experiences with FLEs in service sectors to
identify dimensions that they care about when interacting with FLEs. The item generation …

… sales and service employees across countries to enhance frontline performance evaluations,
… to new frontline trends (eg, service robots, artificial intelligence, remote service technology) …

… Based on a large-scale triadic survey data from service sectors, this study shows that IO
has no significant main effect on customers' perceived value, which contradicts to the general …

… customer behaviour) and several job outcomes such as service sabotage, job satisfaction
and intention to quit among frontline employees in the Indian hospitality industry. It also …