A typology for frontline employee adaptability to gain insights in service customisation: A viewpoint

International Journal of Services and Operations Management

Volumn 12, Issue 4, 2012, Pages 490-508

  Sony, Michael ^a   Mekoth, Nandakumar ^b  

^a Electricity Department   (India)

^b GOA UNIVERSITY   (India)

Author keywords

Adaptability; Customer contact employees; Customised service behaviour; Frontline employees; Interpersonal adaptability; Service customisation; Service marketing; Service offering adaptability; Service process design; Typology of adaptability

Indexed keywords

EID: 84863887093     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2012.047955     Document Type: Article

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