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An Examination of Organizations' Frontline Service Employee Development Practices
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Ellinger, Alexander E.; Elmadag, Ayse Banu; Ellinger, Andrea D. – Human Resource Development Quarterly, 2007
Firms with the ability to provide superior customer service can accrue significant competitive advantage and research suggests that frontline service employees' (FLSEs) actions have a considerable influence on the success of service operations. Yet, the high level of customer defections consistently attributed to poor and indifferent service…
Descriptors: Job Performance, Human Resources, Labor Force Development, Service Occupations