Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate

[Display omitted] •To meet satisfy customer needs frontline employees need to demonstrate personal initiative.•Personal initiative mediates the relationship among customer orientation and FLE performance.•Initiative-taking must be closely aligned with an employee’s internal self-regulatory processes...

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Veröffentlicht in:	Journal of retailing 2021-09, Vol.97 (3), p.319-335
Hauptverfasser:	Sok, Phyra, Danaher, Tracey S., Sok, Keo Mony
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer orientation Customer services Employees Employment Frontline employees Personal initiative Retail banking Work environment
Online-Zugang:	Volltext
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