Service employee behaviour: the role of compliance and risk taking. - Siegfried P. Gudergan; Ian Lings (Int. J. Serv. Technol. Manag., 2010)

Empowerment and role stress in the human interface between the firm and its markets. - Aarti Sood; Ian Lings (Int. J. Serv. Technol. Manag., 2010)