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Keywords: Front-line employees
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Journal Articles
Journal of Business & Industrial Marketing (2013) 28 (2): 86–102.
Published: 28 January 2013
... to involve customers and front-line employees in new service development is also considered. Design/methodology/approach – In accordance with the objectives of the research, and from an extensive review of the literature, the authors develop a conceptual model and test it on a sample of 154 Spanish...
