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Keywords: Frontline employee
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Journal Articles
IIM Ranchi Journal of Management Studies (2022) 1 (2): 175–190.
Published: 01 April 2022
... in the employee proactivity – customer engagement relationship. Design/methodology/approach This study used a triadic approach for the collection of primary data. Each triad consisted of a customer, a frontline employee and an immediate colleague of the frontline employee. Structured questionnaires were used...
