... customer interactions Frontline service employees Collective efficacy Frontline competence Job demands Customer satisfaction Senior Management […] should be able to find five or six hours a week engaging with the real people who buy and use their products or services (Stringer, 2015...

.... Many service activities involve a high degree of interpersonal interaction between employees and customers (e.g. Schneider, 1980). Moreover, the needs of customers in services tend to be heterogeneous. Consequently, the jobs of frontline service employees tend to be rather unstructured...