The influence of customer characteristics on frontline employees’ customer need knowledge
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DOI: 10.1108/jsm-11-2017-0367
Abstract: PurposeThis paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs.Design/methodology/approachThe… read more here.
Keywords: customer need; customer; customer characteristics; characteristics frontline ... See more keywords