Between a rock and a hard place

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dc.contributor.author Itani, Omar S.
dc.contributor.author Jaramillo, Fernando
dc.contributor.author Paesbrugghe, Bert
dc.date.accessioned 2020-03-11T12:53:12Z
dc.date.available 2020-03-11T12:53:12Z
dc.date.copyright 2020 en_US
dc.date.issued 2020-03-11
dc.identifier.issn 0969-6989 en_US
dc.identifier.uri http://hdl.handle.net/10725/11862 en_US
dc.description.abstract Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands. en_US
dc.language.iso en en_US
dc.title Between a rock and a hard place en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle seizing the opportunity of demanding customers by means of frontline service behaviors en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.description.embargo N/A en_US
dc.relation.journal Journal of Retailing and Consumer Services en_US
dc.journal.volume 53 en_US
dc.keywords Customer demandingness en_US
dc.keywords Frontline employees en_US
dc.keywords Adaptability en_US
dc.keywords Post-transaction en_US
dc.keywords Service behaviors en_US
dc.keywords Customer value en_US
dc.keywords Satisfaction en_US
dc.keywords Financial services en_US
dc.identifier.doi https://doi.org/10.1016/j.jretconser.2019.101978 en_US
dc.identifier.ctation Itani, O. S., Jaramillo, F., & Paesbrugghe, B. (2020). Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors. Journal of Retailing and Consumer Services, 53, 101978. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.sciencedirect.com/science/article/pii/S0969698919306113 en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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