We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Drawing on the job demands-resources model and positive organizational scholarship, this study examines proactive personality as an antecedent of frontline employees’ proactive customer-service ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...