Title: Service employee behaviour: the role of compliance and risk taking

Authors: Siegfried Gudergan, Ian Lings

Addresses: Faculty of Business, University of Technology, Sydney, City Campus Haymarket, P.O. Box 123, Broadway NSW 2007, Australia. ' Faculty of Business, Queensland University of Technology, Gardens Point Campus, G.P.O. Box 2434, Brisbane, QLD 4001, Australia

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.

Keywords: services management; service employee behaviour; frontline employees; frontline services; service employees; service relationship; employee decision making; employee effort; employee compliance; business-to-business; B2B services; risk taking.

DOI: 10.1504/IJSTM.2010.034328

International Journal of Services Technology and Management, 2010 Vol.14 No.2/3, pp.208 - 216

Available online: 01 Aug 2010 *

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