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A typology for frontline employee adaptability to gain insights in service customisation: a viewpoint

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  • Michael Sony
  • Nandakumar Mekoth

Abstract

The complexity of service customisation has been recognised in the service marketing literature. Yet, the understanding of how this complexity impacts the frontline employee adaptability is limited especially considering the changing nature of customer ad gustum. Building on preceding research this paper develops a typology for frontline employee adaptability to gain insights in customisable services context by critically examining the nature and formation of dimensions of adaptability. This paper will broaden the array of service customisation through the understanding of a vital link that is FLE and offer a strategic viewpoint on the evolving nature of frontline employee adaptability and it is the first paper of its kind to present the typology within the framework of customisable services.

Suggested Citation

  • Michael Sony & Nandakumar Mekoth, 2012. "A typology for frontline employee adaptability to gain insights in service customisation: a viewpoint," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 12(4), pages 490-508.
    • Handle: RePEc:ids:ijsoma:v:12:y:2012:i:4:p:490-508
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    Citations

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    Cited by:

    1. Sony, Michael & Antony, Jiju & Mc Dermott, Olivia & Garza-Reyes, Jose Arturo, 2021. "An empirical examination of benefits, challenges, and critical success factors of industry 4.0 in manufacturing and service sector," Technology in Society, Elsevier, vol. 67(C).
    2. Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
    3. Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
    4. Duong Thuy Pham & Ayham A. M. Jaaron, 2018. "Design for Mass Customisation in Higher Education: a Systems-Thinking Approach," Systemic Practice and Action Research, Springer, vol. 31(3), pages 293-310, June.

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