@inbook{4cd7e8fe40db463793df2bf5b264e92b,
title = "Network Strength in Service Employee Teams: Implications for Information Processing and Customer Orientation",
abstract = "Using the extant literature on social networks and organizational learning, and drawing from the available work on social networks in marketing, we propose a model of vertical and horizontal network relationships among boundary spanning service employees, the climate of communication openness, information processing, customer orientation and the customer orientation of retail stores. The model is tested using a sample of 413 service employees within a national retail organization comprising 112 stores. The model is largely supported by the data. Implications for management and further research are discussed.",
keywords = "Communication Openness, Extant Literature, Information Processing, Organizational Learning, Social Network",
author = "B{\"u}lent Meng{\"u}{\c c} and Bell, {Simon J.} and Seigyoung Auh and Heide, {Jan B.} and Omar Merlo and Paul Tracey",
note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",
year = "2015",
doi = "10.1007/978-3-319-18687-0_123",
language = "English (US)",
series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",
publisher = "Springer Nature",
pages = "331",
booktitle = "Developments in Marketing Science",
address = "United States",
}