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Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/86076
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dc.contributor.authorCaruana, Albert-
dc.date.accessioned2021-12-27T07:33:18Z-
dc.date.available2021-12-27T07:33:18Z-
dc.date.issued2014-
dc.identifier.citationCaruana, A. (2014). Frontline employees. Wiley Encyclopedia of Management, 9, 1.en_GB
dc.identifier.urihttps://www.um.edu.mt/library/oar/handle/123456789/86076-
dc.description.abstractMarketing departments of service firms face a key challenge in ensuring meaningful interaction by customers with the organization. The offering and experience customers receive is dependent on the interaction they have with frontline employees. Therefore, frontline staff play a crucial role in services marketing and marketing managers need to consider ways of ensuring their expertise, training and motivation.en_GB
dc.language.isoenen_GB
dc.publisherJohn Wiley & Sons, Ltden_GB
dc.rightsinfo:eu-repo/semantics/restrictedAccessen_GB
dc.subjectEmployeesen_GB
dc.subjectMarketing -- Case studiesen_GB
dc.subjectOrganization -- Case studiesen_GB
dc.titleFrontline employeesen_GB
dc.typearticleen_GB
dc.rights.holderThe copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holderen_GB
dc.description.reviewedpeer-revieweden_GB
dc.identifier.doi10.1002/9781118785317.weom090114-
dc.publication.titleWiley Encyclopedia of Managementen_GB
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