The role of the service manager's perceived career success in frontline employees’ learning processes and service improvement

Previous literature fails to offer firms consistent guidelines on how successful managers may enhance or reduce the potential to learn from frontline service encounters. In addressing this research gap, this study contributes to the frontline employee (FLE) literature by 1) investigating the conting...

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Bibliographic Details
Main Author: Jong, Ad de (author)
Other Authors: Schepers, Jeroen J. L. (author), Lages, Cristiana R. (author), Kadić-Maglajlić, Selma (author)
Format: article
Language:eng
Published: 2021
Subjects:
Frontline employees
Ideas
Manager's perceived career success
Personal learning
Service improvement
Online Access:http://hdl.handle.net/10400.14/34567
Country:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/34567

Internet

http://hdl.handle.net/10400.14/34567

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