Customer-Oriented Employees: Blessing or Curse for Firms?

I investigate whether the presence of customer-oriented employees benefi ts fi rms in a competitive environment. Employees are defi ned as customer-oriented if they are interested not only in their wage but also in the well-being of their customers. I find that fi rms may obtain higher profi ts by h...

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Bibliographic details
Main Author: Manna, Ester
Format: Publication
Language: English
Place of publication: Wiley
Subjects:
Online Access: available in Bonn?
Database: OpenAIRE (Open Access)
OpenAIRE
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