Response of Service Employees to New Organizational Goals Without Specified Rewards: A Quasi-Experiment
Published online on March 26, 2026
Abstract
Journal of Service Research, Ahead of Print.
Frontline service employees are integral to the successful implementation of firms’ customer relationship management strategies. Conventional methods typically utilize explicit incentive contracts to motivate employees to align with organizational ...
Frontline service employees are integral to the successful implementation of firms’ customer relationship management strategies. Conventional methods typically utilize explicit incentive contracts to motivate employees to align with organizational ...