Effects of frontline employee role overload on customer responses and sales performance: Moderator and mediators

Keyphrases

• Adverse Effects 16%
• Bank Managers 16%
• Causal Inference 16%
• Coaching 16%
• Customer Orientation 50%
• Customer Performance 16%
• Customer Response 100%
• Customer Satisfaction 50%
• Customer Satisfaction Performance 16%
• Design Methodology 16%
• Employee Performance 16%
• Employee Roles 100%
• Employee Self-efficacy 16%
• Firm Performance 16%
• Frontline Employees 100%
• Interaction Effect 16%
• Interaction Quality 83%
• Job Crafting 16%
• Large-scale Survey 16%
• Longitudinal Design 16%
• Negative Effects 16%
• New Zealand 16%
• Organizational Resources 16%
• Quality Satisfaction 16%
• Response Performance 100%
• Retail Banks 16%
• Role Overload 100%
• Sales Performance 100%
• Service Interaction Quality 16%
• Service Managers 16%
• Service Profit Chain 16%
• Work Overload 16%

Social Sciences

• Banks 66%
• Customer-Orientation 100%
• Empirical Research 33%
• Firm Performance 33%
• New Zealand 33%
• Professional Occupations 33%
• Sales 100%
• Self-Efficacy 33%

Economics, Econometrics and Finance

• Bank Managers 33%
• Firm Performance 33%
• Job Performance 33%
• Relationship Marketing 100%