Service employee behaviour: the role of compliance and risk taking
by Siegfried Gudergan, Ian Lings
International Journal of Services Technology and Management (IJSTM), Vol. 14, No. 2/3, 2010

Abstract: This paper looks at the decision-making process that determines the amount of effort frontline service employees will expend in delivering a service in a business-to-business context. Using theories in behavioural economics and interactional and social psychology, the paper develops and presents a model of employee decision-making. Managerial implications, which have the potential to enhance the marketing of business-to-business services and directions for future research in this area, are indicated.

Online publication date: Sun, 01-Aug-2010

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