A typology for frontline employee adaptability to gain insights in service customisation: a viewpoint
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- Sony, Michael & Antony, Jiju & Mc Dermott, Olivia & Garza-Reyes, Jose Arturo, 2021. "An empirical examination of benefits, challenges, and critical success factors of industry 4.0 in manufacturing and service sector," Technology in Society, Elsevier, vol. 67(C).
- Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
- Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
- Duong Thuy Pham & Ayham A. M. Jaaron, 2018. "Design for Mass Customisation in Higher Education: a Systems-Thinking Approach," Systemic Practice and Action Research, Springer, vol. 31(3), pages 293-310, June.
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Keywords
service customisation; frontline employees; employee adaptability; adaptability typology; customised service behaviour; service process design; service marketing; interpersonal adaptability; service offering adaptability; customer contact employees; services.;All these keywords.
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