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Keywords: Proactive behaviour
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Journal Articles
Leading with inclusion: driving frontline employee proactive behaviors for service excellence
Available to Purchase
Equality, Diversity and Inclusion: An International Journal 1–21.
Published: 03 April 2026
... move beyond routine service delivery and empower frontline employees to proactively address customer needs and report service breakdowns (Crant, 2000 ; Kim et al., 2024). Inclusive leadership Social well-being Psychological safety Proactive behaviour Services sector Customer service...
