Influences of organizational investments in social capital on service employee commitment and performance
Abstract
Improving customers' service experiences by identifying ways to develop organizational cultures that better motivate and engage service employees is an important issue for service organizations and a top priority in services research. However, extant services research focuses far more on managing customer relationships than on the dynamics of effectively supporting and developing the service personnel who interact with customers. This study...
Paper Details
Title
Influences of organizational investments in social capital on service employee commitment and performance
Published Date
Aug 1, 2013
Journal
Volume
66
Issue
8
Pages
1124 - 1133
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Notes
History