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EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH-CONTACT SERVICE ENVIRONMENT

✍ Scribed by SUSAN MEYER GOLDSTEIN

Book ID
118091403
Publisher
Production and Operations Management Society
Year
2009
Tongue
English
Weight
117 KB
Volume
12
Category
Article
ISSN
1059-1478

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## Abstract 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