Ranjan, Kumar Rakesh; Dash, Rupanwita; Sugathan, Praveen; … - In: Journal of Service Theory and Practice 31 (2020) 1, pp. 35-64
Purpose: In important interpersonal service interactions with a frontline employee (FLE), consumers at times fail to carry out their share of responsibility in the execution of the service, resulting in a situation of “consumer created emergency”. This might defeat the consumer's goal of...