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- W2274198269 abstract "Previous research has focused on frontline staff perspectives and more specifically on the antecedents of customer oriented boundary spanning behaviours (COBSBs). This paper investigates the impact of the COBSBs dimensions (service delivery, internal influence, and external representation), on customer satisfaction and supervisors’ evaluations of frontline staff performance. Data collection was based on a mail survey of fitness instructors, their customers and supervisors. The results offer strong evidence for the positive impact of all three COBSBs on customer satisfaction and partial support for their impact on supervisors’ evaluations of frontline staff performance. More specifically, external representation was the only COBSBs variable that did not have a significant positive impact on staff performance evaluations." @default.
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- W2274198269 date "2007-01-01" @default.
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- W2274198269 title "The impact of customer oriented boundary spanning behaviours on customer satisfaction and service provider performance" @default.
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