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Chapter and Conference Paper
Believe to Go the Extra Mile: Exploring the Influences of Internal CSR Initiatives on Service Employee Organizational Citizenship Behavior: An Abstract
Leveraging the power of corporate social responsibility (CSR) is strategically important to corporations. Despite various studies have explored the positive effects of CSR, relatively limited attention has bee...
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Chapter and Conference Paper
The Influence of Internal CSR Initiatives on the Organizational Citizenship Behaviors of Employees: An Abstract
Conducting CSR activities has been recognized as an effective way for corporations to build positive brand associations, which can lead to sustainable competitive advantage. However, extant CSR research has pr...
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Chapter and Conference Paper
Satisfying Customers Through Satisfied Employees: Exploring the Emotional Mechanism Linking Employee Satisfaction and Customer Satisfaction
Creating superior customer satisfaction has been the primary objective for service firms. The importance of service employee satisfaction in enhancing customer satisfaction has been emphasized in past research...
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Chapter and Conference Paper
Do We Click at the First Sight? Exploring the Customer–Employee Instant Rapport in the First Service Encounter
Interactions between service employees and customers have long been suggested to have a tremendous impact on customer assessment of service delivery. Among a variety of constructs in the studies of employee–cu...
