Original paper
When customers want to become frontline employees: an exploratory study of decision factors and motivation types
Abstract
Labor shortages have long been an issue in the service industry. One pool of potential dedicated and skilled employees that has remained untapped is customers. This study explores the customer to frontline employee (CtFE) phenomenon: customers becoming frontline employees after consumption experience. Through one-on-one, in-depth interviews, we identify factors related to job choice and service experience influencing customers’ CtFE decisions....
Paper Details
Title
When customers want to become frontline employees: an exploratory study of decision factors and motivation types
Published Date
Jan 19, 2017
Journal
Volume
11
Issue
4
Pages
871 - 900
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History