Presentation Information
[2-B-1-02]Frontline Employees as Transformative Service MediatorsExploring Roles, Motivations, and Barriers in Service Encounters with Vulnerable Consumers
*Linghan Zhang1,3, Jing Zhang2,3 (1. College of Transdisciplinary Sciences for Innovation, Kanazawa University, 2. College of Human and Social Sciences, Kanazawa University, 3. Frontier Institute of Tourism Sciences, Kanazawa University)
Keywords:
Transformative Service Research (TSR),Transformative Service Mediator (TSM),Frontline Employees (FLEs),Vulnerable Consumers,Soft Service Capabilities
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