When do frontline service employees feel more grateful?

Ji Miracle Qi; Sijun Wang; Michael A. Koerber

doi:10.1108/EJM-06-2019-0496

When do frontline service employees feel more grateful?

Ji Miracle Qi, Sijun Wang, Michael A. Koerber

Marketing and Business Law

Grand Valley State University

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	2107-2137
Number of pages	31
Journal	European Journal of Marketing
Volume	54
Issue number	9
DOIs	https://doi.org/10.1108/EJM-06-2019-0496
State	Published - Aug 31 2020

ASJC Scopus Subject Areas

Marketing

Keywords

Customer-oriented OCB
Employee gratitude
Employee performance
Frontline employees
Job autonomy
Relationship investment
Supervisory guidance

Access to Document

10.1108/EJM-06-2019-0496

Cite this

@article{b9481f60239340d296ed7a77ddbf6f2b,

title = "When do frontline service employees feel more grateful?",

keywords = "Customer-oriented OCB, Employee gratitude, Employee performance, Frontline employees, Job autonomy, Relationship investment, Supervisory guidance",

author = "Qi, {Ji Miracle} and Sijun Wang and Koerber, {Michael A.}",

note = "Publisher Copyright: {\textcopyright} 2020, Emerald Publishing Limited.",

year = "2020",

month = aug,

day = "31",

doi = "10.1108/EJM-06-2019-0496",

language = "English",

volume = "54",

pages = "2107--2137",

journal = "European Journal of Marketing",

issn = "0309-0566",