Enforcement of service rules by frontline employees: A conceptual model and research propositions - Ifie, Kemefasu; Mousavi, Sahar; Xie, Junyi (Journal of business research, 2023)
Keywords: Enforcement consistency; Enforcement of service rules; Enforcement style; Fairness theory; Frontline employees; Role theory; Enforcement style; ESR; Frontline employees; Enforcement of service rules; Enforcement consistency; Fairness theory; Role theory; FLE