… that may be used by frontline employees in customizing the service experience. As previously
proposed, a quality performance relies on service personnel recognizing “the subtle (or …

… of organizational citizenship behaviors such as employee voice could further our understanding
of why LMX influences the customer service experience. Furthermore, future research …

… on how and when to adapt a customer’s service experience. Drawing on role theory, our study
… a service experience: (1) recognition of customer needs through employee empathy and …

… To baseline employee morale, we had FLEs comment on a recent service experience and
to share their thoughts and outlook on the world. Overall, FLEs are quite conflicted, and the …

… regarding how front-line employee involvement should be … We argue that front-line employee
involvement in service … We found a couple of employees who had the experience and …

Anchored in the service-dominant logic and service innovation literature, this study investigates
the drivers of employee generation of ideas for service improvement (GISI). Employee …

… frontline experience. The proposed model also suggests that firms stand to benefit from the
shared frontline experience … that occur between a customer and frontline employee (FLE) are …

… Respondent (cell phone retailer, three years’ customer service experience): Customer
service is all about resolving customer needs. Having said that, there's always one or two … …

… This idea is creative in that it tries to solve a customer problem that is unrelated to making
a sale straight away but, ultimately, adds to the service experience. The template shows that …

… In Study 2, to ensure respondents’ memories were fresh, they were asked to focus on
their last FLE service experience from one of the relevant service sectors (ie insurance, bank …