...‐sellers Servicers Group cohesion Cross‐functional training Frontline specialists Sales force Individual perception Automotive industry Conflict When servicing customers requires specialized abilities and skills, frontline employees often specialize in performing different tasks (Johnston...

... image Individual perception Consumer behaviour © Emerald Group Publishing Limited 2008 Tillmann Wagner can be contacted at: t.wagner@ttu.edu Lastly, our interviews suggest that certain ways that retailers interact with their customers are regarded as socially irresponsible, including...