Articles with "customer characteristics" as a keyword



The influence of customer characteristics on frontline employees’ customer need knowledge

Sign Up to like & get
recommendations!
Published in 2019 at "Journal of Services Marketing"

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