Frontline Employee Improvisation: Uncovering Its Meaning, Practice, and Impact in Service Industries
Published online on December 27, 2025
Abstract
Journal of Service Research, Ahead of Print.
Frontline employees (FLEs) often encounter unpredictable customer requests and operational inconsistencies, forcing them to improvise and deviate from standardized procedures to provide high-quality service. Although the potential benefits of this ...
Frontline employees (FLEs) often encounter unpredictable customer requests and operational inconsistencies, forcing them to improvise and deviate from standardized procedures to provide high-quality service. Although the potential benefits of this ...