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Keywords: FLE competencies
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2025) 36 (3): 311–334.
Published: 11 February 2025
...) to deliver a positive customer experience. Despite the considerable extant body of knowledge on FLE competencies, the literature on frameworks for managing the complexity of contemporary frontlines from the FLE’s perspective is sparse. This paper aims to fill this critical gap by developing a framework...
