Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate

Phyra Sok, Tracey S. Danaher and Keo Mony Sok

Journal of Retailing, 2021, vol. 97, issue 3, 319-335

Abstract: Frontline employees (FLEs) — the people behind the counter, on the phone, or walking the shop floor — can profoundly affect the customer experience. Harnessing the capability of FLEs to positively shape customer experiences is critical for service firms.

Keywords: Personal initiative; Customer orientation; Frontline employees (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jouret:v:97:y:2021:i:3:p:319-335

DOI: 10.1016/j.jretai.2020.11.010

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