Will Frontline Employees Feel Betrayed When Firms are Unjust to Customers? A Trickle-In Effect via Role Conflict
Published online on November 25, 2025
Abstract
Journal of Service Research, Ahead of Print.
The conventional wisdom in service and organizational frontline research suggests that if a firm treats employees well, its employees will treat customers well. Combining survey data of current frontline employees (FLEs) with experimental data, our ...
The conventional wisdom in service and organizational frontline research suggests that if a firm treats employees well, its employees will treat customers well. Combining survey data of current frontline employees (FLEs) with experimental data, our ...