… Drawing on fieldwork conducted in a top French banking firm, Investa, we examine how two
functionally distinct groups of frontline employees interact to deliver a service of a particular …

… -employee-customer triad level. Controlling for archival performance data at the branch level
of banks, in a sample of 136 triads of managers-frontline employees-… external service profit …

… is to build a triad collaborative service innovation model, … , employee adaptability and
customer participation on service … This study uses data from both frontline employees and their …

… -frontline employee (FLE). This study empirically investigates the role of service robots in
this service triad, with the aim to understand the augmentation or substitution role of service …

… Given that frontline service workers do not always feel autonomous, however, we need
explanations for why workers do not resist their own exploitation in workplaces in which the …

… The human service triad (ie the relationship between the customer, frontline employee (FLE)
and managerial employee) experiences a range of well-being challenges when faced with …

… service studies suggest focusing on the service triad consisting of technology-customer-frontline
employee (FLE)… investigates the role of service robots in this service triad, with the aim to …

… service encounter(s) between the individual customer and the individual front-line employee…
, we adopt the triad as a diagnostic model to examine complex service relationships. The …

… Given that frontline service workers do not always feel a sense of autonomy, however, we …
with triads in the fast-food workplace, and then extended even beyond the service workplace …

… For this research, this relates to the hotels depending on frontline employees, as company
representatives, to treat consumers with a high standard service quality supporting the brand …