Session: 1.8
Service Productivity

Chair

Bart Larivière

Time

10:30 - 12:00 on Saturday, 18th of June 2016

Venue

D0.03 (TS53)

10:30

Resource Asymmetry in Service Encounters: Coping Strategies and Outcomes for Front-Line Employees

Ivana Rihova (Edinburgh Napier University), Matthew Alexander (University of Strathclyde)
10:30

The Imitation Game - Supervisors' Influence on Service Sweethearting

Elias Ertz (University of Hohenheim), Laura Oesterle (University of Hohenheim), Marion Büttgen (University of Hohenheim)
10:30

Key Determinants of Employee Advocacy

Cheryl Leo (Murdoch University), Yelena Tsarenko (Monash university)