Personality trait determinants of frontline employee customer orientation and job performance: a Russian study

Volume: 38, Issue: 5, Pages: 1215 - 1234
Published: May 30, 2020
Abstract
Purpose Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood. Acknowledging this paucity of research, the authors draw upon a hierarchical model of personality to examine personality trait determinants of CO and job performance in the context of the Russian financial services sector....
Paper Details
Title
Personality trait determinants of frontline employee customer orientation and job performance: a Russian study
Published Date
May 30, 2020
Volume
38
Issue
5
Pages
1215 - 1234
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