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Front-line Employee versus Customer Perceptions of Quality Attributes
2013
Quality Management Journal
In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of Front line Employees (FLEs) in improving the service experience. However, few studies have simultaneously examined the quality perceptions of each group. Do FLEs perceive service quality in the same way as their customers? If this is the case, service quality itself will tend to improve. The authors carried out a comparative quantitative survey in a Banking services context
doi:10.1080/10686967.2013.11918097
fatcat:rx5prqtcwzcftmgksdz3cxbgjy