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Question:
Consider you a front-line manager in a hotel. From this perspective,
a) Describe the service encounter.
b) discuss methods which you would use in the service encounter to maximise the performance of the front-line employees in order to produce a consistent standard output.
c) Describe what you understand by boundary-spanning roles and describe potential conflicts that front-line employees may face as boundary-spanners.
Consumer mind is a Black Box
approaches that are followed by FMCG companies
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