Managing Frontline Employee
Since a services organization does not sell a tangible product, the manner in which the service is delivered becomes critical to the value perception of the consumer.
The person delivering the service is frequently called the “frontline employee” and experiences unique challenges. Because of these unique challenges, managing a frontline employee requires specific activities.
some of the roles of these employees are crucial
Identify a minimum of three specific activities an organization can implement to manage its valuable frontline employee and determine the effectiveness of the activities.
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