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Keywords: Frontline competence
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2023) 57 (5): 1380–1406.
Published: 31 March 2023
... on the customer relationship efforts of frontline service/sales employees (FSEs). This paper further investigates the frontline competence of both FSEs and the top management team (TMT) as moderators of the impact of TMCI on customer satisfaction. Design/methodology/approach The conceptual model was tested...
