A case study of hotel frontline employees' customer need knowledge relating to value co-creation
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DOI: 10.1016/j.jhtm.2019.02.002
Abstract: Abstract Based on the value co-creation perspective, this research explores the antecedents of customer need knowledge from perspectives of employees and customers. Furthermore, the role of customer need knowledge in the value co-creation process is… read more here.
Keywords: customer; need knowledge; value creation; customer need ... See more keywords
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