(Institute of Social Sciences, 2019)
Kurtuldu, Ece; Elmadağ Baş, Ayşe Banu; 569174; Management Business Administration; İşletme Yönetimi
The role of frontline service employees (FLSEs) is crucial for service organizations. Being in a direct contact with customers, these employees play a prominent role in affecting customer perceptions and satisfaction with the service, and the organization During their daily work routine, FLSEs are expected to fulfill highly demanding customer expectations, deal with uncertain situations, deliver under time pressure, offer quality service, and solve problems immediately to satisfy the In addition, today's challenging and rapidly changing work environments force both the organizations and employees to develop new skills and capabilities to keep up with the increased global competition and adapt to changing market conditions.