Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

تمرين 7

Reflect on your own role as a frontline service provider, whether in a current job or in any full- or part- ime service job you have had in the past. Did you experience the kinds of conflicts described in the boundary-spanning roles section of the chapter? Be prepared with some concrete examples for class discussion.