Hüttel, Björn A.; Ates, Zelal; Schumann, Jan Hendrik; … - In: Journal of Services Marketing 33 (2019) 2, pp. 220-232
Purpose: This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs....
