TY  - GEN
AU  - SCHEPERS, JEROEN
AU  - FALK, TOMAS
TI  - Principles and principals: Do customer stewardship and agency control complete or complement when shaping frontline employee ba
PY  - 2013///
KW  - MARKETING
N2  - This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontlne employee's felt ownership of and moral responsibility for custoemrs's overall welfare. In two studies, the authors show that CSCis a more encompassing construct than customer orientation, which refelcts a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in and extra role employee behaviors
ER  -