Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?
By Jeroen J. L. Schepers, T. Falk, Ko de Ruyter, Ad de Jong, Maik Hammerschmidt. 2012
263 citations recorded by the source corpus.
Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/653d0a1d739ee3793cf7f4789c5d2bc63942856d
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In Information Systems and Management
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Can doing good lead to doing poorly? Firm value implications of CSR in the face of CSI (2017, background): “Given that such engagement is rarely observed in CSI-prone industries and is largely unexpected by stakeholders, it is more noticeable and leads to a positive surprise (Schepers et al. 2012).”
- Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach (2014, unknown): “Previous researchers have found that customer orientation and job satisfaction are related positively to organizational citizenship and/or extra-role behaviors (e.g., Donavan et al. 2004; Netemeyer et al. 1997; Schepers et al. 2012).”
- Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, background): “Previous research demonstrates the positive effects of stewardship-based control mechanisms (Schepers et al. , 2012), questioning whether blockchain may effectively be used for FLE control.”