Paper Title
The Effects Of The Customer Characteristics On The Service Employee Adaptive Service Offering

Abstract
The present study was designed to empirically test the effects of thecustomer characteristics on the frontline-employeeadaptive-service behavior according to the work engagement; to examine the motivational effect of the customer expertise and the customer positive affectempirically; to test the strain effects of the customer power and the customer complexity; and to explore the moderating role of the productivity complexity that can facilitate the employee adaptive-servicebehavior. Keywords - Customer power, Customer expertise, Customer affect, Customer complexity, Work engagement, Product complexity, Adaptive-service offering.