Service workers and “difficult customers”: quality challenges at the front line

Keyphrases

• Service Employees 100%
• Frontline Employees 100%
• Value Creation 100%
• Quality Challenges 100%
• Customer Quality 100%
• Behavioral Response 50%
• Convenience Sampling 50%
• Design Methodology 50%
• Service Process 50%
• Organizational Practices 50%
• Worker Perception 50%
• Intentionality 50%
• Associated Costs 50%
• Quantitative Research 50%
• Service Value 50%
• Quality of Service 50%
• Policy Practice 50%
• Management Policy 50%
• Client Behaviour 50%
• Service Organizations 50%
• Specific Direction 50%
• Service Recovery 50%
• Employee Service 50%
• Sensemaking Perspective 50%
• Malevolence 50%
• Employee Empowerment 50%
• Co-destruction 50%

Social Sciences

• Service Workers 100%
• Co-Creation 100%
• Content Analysis 50%
• Qualitative Research 50%
• Quantitative Research 50%
• Controllability 50%
• Employee Empowerment 50%
• Authors 50%

Psychology

• Qualitative Study 100%
• Controllability 100%