Front-line service managers’ misbehaviour and disengagement: the elephant in the store?
Abstract
Purpose The purpose of this paper is to revisit discussions on managerial work, seeking to re-examine the front-line service manager’s position within the service triangle, and bring forward questions of agency that remain under-developed by scholars. Challenging the assumed unitarist and “consensus” standing point in organizations it recognizes that front-line managers, similarly to their subordinates, resist corporate demands and unveils...
Paper Details
Title
Front-line service managers’ misbehaviour and disengagement: the elephant in the store?
Published Date
Aug 2, 2019
Journal
Volume
41
Issue
5
Pages
1015 - 1032
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