Exploring the Negative Effects of Creativity of Frontline Employees in Service Organizations on Customer Satisfaction:
This study had two research questions. First, under what conditions does the creativity of frontline employees (FLEs) have a negative effect on customer satisfaction? Second, what factors mitigate the negative impact of the creativity of FLEs on customer satisfaction? To explore these questions, we...
| Main Authors: | , |
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| Format: | Article |
| Language: | Japanese |
| Published: |
Japan Marketing Academy
2021-12-01
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| Series: | Maketingu Janaru |
| Subjects: | |
| Online Access: | https://www.jstage.jst.go.jp/article/marketing/41/3/41_2022.001/_html/-char/en |