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BA 212 Customer Service Essentials: Week 12 - Leadership & Evaluation

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E-Books

The service organization: How to deliver and lead successful services, sustainably by Tarling, K.
ISBN: 9781913019761

Publication Date: 2023

Available through ProQuest

Articles

Customer incivility, work engagement and service-oriented citizenship behaviours: Does servant leadership make a difference? by Mostafa, A.M.S.
Human performance, (2022), 35 (1), 31-47
Available through EBSCOhost
Customer service at altitude: Effects of empowering leadership by Aryee, S.; Kim, T.; Zhou, Q.; Ryu, S.
International journal of contemporary hospitality management, (2019), 31 (9), 3722-3741
Available through ProQuest
Does transformational leadership always matter in frontline service roles? by Sok, K.M.; Sok, P.; Snell, L.; Qiu, P.
Journal of service theory and practice, (2018), 28 (6), 733-751
Available through ProQuest
Role of effective leadership on empowerment, effective communication, and motivation in customer service by Mitra M.; Ariken, J.; Taherdoost, H.
IDEAS Working Paper Series from RePEc, (2022)
Available through ProQuest
Servant leadership and customer service performance: Testing social learning and social exchange-informed motivational pathways by Aryee, S.; Hsiung, H.; Jo, H.; Chuang, C.; Chiao, Y.
European journal of work and organizational psychology, (2023), 1-14
Available through Francis & Taylor
Servant leadership and proactive customer service performance by Ye, Y.; Lyu, Y.; He, Y.
International journal of contemporary hospitality management, (2019), 31 (3), 1330-1347
Available through ProQuest

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