What you understand by boundary-spanning roles, Marketing Management

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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.

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