Role of Frontline Employees in Building Sustainable Customer Relationship-A Theoretical Approach

The basic prerequisite of any business is to know who are their customers, what are their needs and preferences, how their needs and preferences are fulfilled, are they satisfied with products and services offered and are they willing to further continue their relationship with the organization. In fact, there are several factors which influence the service performance; one of the most neglected issues by the organizations is role of frontline...