杠杆(统计)
业务
营销
服务(商务)
客户服务
口头传述的
公共关系
价值(数学)
实证研究
服务补救
知识管理
心理学
服务质量
政治学
计算机科学
哲学
机器学习
认识论
出处
期刊:Journal of service management research
日期:2022-01-01
卷期号:6 (2): 245-261
标识
DOI:10.5771/2511-8676-2022-2-245
摘要
Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they are, as said by their designation, at the front line with the customer. They are crucial for, among others, word of mouth, customer retention, and service recovery. Therefore, it is worth looking into the negative and positive influence factors. The review results provide the top researched frontline employee influence factors and the correspondent research results. Researchers can draw on the pool of literature, which is provided on every factor and possible measures when designing an empirical study targeting one of the identified research gaps.
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