Dissertation
Blame Attribution in Service Encounters: Temporary Versus Fulltime Frontline Employees and Service Organisations
University of the Sunshine Coast, Queensland
Doctor of Philosophy, University of the Sunshine Coast, Queensland
2025
DOI:
https://doi.org/10.25907/00910
Abstract
Frontline employees are vital in service delivery, contributing to desired service outcomes such as service quality, customer satisfaction and loyalty. In recent times, economic, technological and social changes in the global economy have given rise to a new category of frontline employees, which this thesis defines as frontline temporary employees (FTEs). This subgroup of frontline employees incorporates various employment types, including fixed-term, temporary, freelance, temporary agency and outsourced workers, who are not directly employed by the service organisation. How consumers perceive being served by FTEs, given they are less integrated with the service organisation compared to permanent frontline employees, has yet to be theorised or empirically investigated thoroughly.
Details
- Title
- Blame Attribution in Service Encounters: Temporary Versus Fulltime Frontline Employees and Service Organisations
- Authors
- Rada Brujic - University of the Sunshine Coast, Queensland, School of Business and Creative Industries
- Contributors
- Rory Mulcahy (Principal Supervisor) - University of the Sunshine Coast, Queensland, School of Business and Creative IndustriesMeredith Lawley (Co-Supervisor) - University of the Sunshine Coast, Queensland, School of Business and Creative IndustriesAimee Riedel (Co-Supervisor) - University of the Sunshine Coast, Queensland, School of Business and Creative Industries
- Awarding institution
- University of the Sunshine Coast, Queensland
- Degree awarded
- Doctor of Philosophy
- Publisher
- University of the Sunshine Coast, Queensland
- DOI
- 10.25907/00910
- Organisation Unit
- School of Business and Creative Industries
- Language
- English
- Record Identifier
- 991110046302621
- Output Type
- Dissertation
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