… -dominant logic; and suggest that FLE recruitment and training should take service
models into account. Frontline employees (FLEs) play a pivotal role in face-to-face service …

… Data were collected from 671 frontline employees from financial services sector. Confirmatory
factor analysis (CFA) and hierarchical regression analysis (HRA) were used to test the …

… the service sector’s inherent dynamism, organizations ultimately rely on their employees’ …
high performance work system (HPWS) for frontline employees (FLE) justifies this study’s …

… on the service competencies. After deleting two items, “The frontline employee possesses
the … In addition, while the current study used multiple samples from different service sectors to …

… case of frontline employees, we argue that internal service climate plays a facilitating role
in employee behaviors and attitudes. Regardless of the working environment, employees are …

… how frontline employees’ service recovery performance is influenced by management
commitment to service quality (MCSQ) by using the New Zealand public healthcare sector as a …

… 160 key informants (typically managers) from firms in different service sectors responded
to an online survey. FLE involvement found to be significantly positive regarding service …

… organizational variables on the frontline employees’ service recovery performance. It would
be beneficial to find out what factors would give the frontline employees to have an internal …

… acknowledges that frontline employees (FLEs) constitute, through service encounters, …
services firms (KIBS), this study examines how the collaboration with FLEs along the new service …

… The aim of this study is to examine the influence that frontline employees possibly exert
on the level of customer satisfaction and engagement, within the service sector. We therefore …