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.
International Journal of Services Technology and Management, 2010 Vol.14 No.2/3, pp.208 - 216
Published online: 01 Aug 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article