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Schepers et al., 2012 - Google Patents

Principles and principals: do customer stewardship and agency control compete or complement when shaping frontline employee behavior?

Schepers et al., 2012

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Document ID
15471964266464259912
Author
Schepers J
Falk T
De Ruyter K
De Jong A
Hammerschmidt M
Publication year
Publication venue
Journal of Marketing

External Links

Snippet

This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontline employee's felt ownership of and moral responsibility for customers' overall welfare. In two studies, the authors show that CSC is a more …
Continue reading at openaccess.city.ac.uk (PDF) (other versions)

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