Linking authentic leadership to salespeople's service performance: The roles of job crafting and human resource flexibility
Abstract
To build the sustainable service excellence, organizations should fuel sales employees’ drive to serve customers and recover service failures to their utmost satisfaction. The primary aim of our study is to delve into the role of authentic leadership in fostering customer-oriented organizational citizenship behavior (OCB) and service recovery performance among sales employees. Respondents for our surveys comprised employees and managers from...
Paper Details
Title
Linking authentic leadership to salespeople's service performance: The roles of job crafting and human resource flexibility
Published Date
Jan 1, 2020
Volume
84
Pages
89 - 104
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