2 Comments → “THE BUREAUCRATIZATION OF CUSTOMER SERVICE: EXTINGUISHING THE INITIATIVE OF THE FRONT-LINE WORKER”


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  1. […] is a mythology that the next logical step in dealing with the bureaucratization  of work is the substitution of technology for the human element. Self-checkout retail store […]

  2. […] service excellence. Each employee is engaged in either directly serving the customer (the “Front Line” professional), or is purposefully supporting those who are. In his book America’s Service […]

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