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: Journal Article
Language: English
Place of publication: Wiley 01.12.2017
Data of publication: 2017-12
ISSN: 1058-6407
EISSN: 1530-9134
Discipline: Economics
Bibliography: 675627
Versió postprint del document publicat a:
Journal of Economics & Management Strategy, 2017, vol. 26, num. 4, p. 842-875
Online Access: Fulltext
Database: Diposit Digital de la Universitat de Barcelona
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