... employees Service interactions Frontline employees (FLE) are critical to service delivery and play an important boundary-spanning role between the service organization and the customer (Lages and Piercy, 2012). Although essential to service performance, FLE can be placed in positions where...

... Service interactions Service communication The purpose of this special issue is to explore emerging issues at the intersection of services and communications. In keeping with this theme, we focus on brand communication touchpoints, which provide an interface permitting consumers to interact...

... with a subconscious aspect of a service cannot be explained by the customer; and the psychological aspects of service interactions have to be approached with the same level of rigor as that are used to design processes that deliver the technical features of the service. Design/methodology/approach – A point...