Li, Xiaodong; Zhang, Shengliang; Wang, Chuang; Guo, Xinshuai - In: Journal of Services Marketing 32 (2018) 2, pp. 235-246
Purpose: Due to interactive fluctuations during service encounters, fuzzy requests frequently occur from either frontline employees or customers. While such requests from customers have been drawn wide attention, there exists a lack of research on frontline employees’ fuzzy requests and...