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Keywords: Service adaptation
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Journal Articles
Does big data analytics influence frontline employees in services marketing?
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2017) 23 (3): 623–644.
Published: 05 June 2017
... Frontline employee typology Big data maturity level Service adaptation Service customization Service delivery Co-creation In service organisations, frontline employees (FLEs) are rightfully referred to as boundary spanners (Bettencourt and Brown, 2003 ; Bettencourt et al., 2001...
