 A typology for frontline employee adaptability to gain insights in service customisation: a viewpointMichael Sony and Nandakumar Mekoth International Journal of Services and Operations Management, 2012, vol. 12, issue 4, 490-508 Abstract: The complexity of service customisation has been recognised in the service marketing literature. Yet, the understanding of how this complexity impacts the frontline employee adaptability is limited especially considering the changing nature of customer ad gustum. Building on preceding research this paper develops a typology for frontline employee adaptability to gain insights in customisable services context by critically examining the nature and formation of dimensions of adaptability. This paper will broaden the array of service customisation through the understanding of a vital link that is FLE and offer a strategic viewpoint on the evolving nature of frontline employee adaptability and it is the first paper of its kind to present the typology within the framework of customisable services. 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. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:12:y:2012:i:4:p:490-508 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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