Avoiding the Pitfalls of Customer Participation

August 29, 2019 | Omar Merlo, Andreas B. Eisingerich, Hae Kyung Shin, Robert A. Britton | Workplace, Teams, & Culture

Even though frontline employees are committed to advancing the objectives of the business, they sometimes see themselves as caught between representing the views of customers and what they think is reasonable. To preserve morale, businesses must keep employees engaged and confident that management has their backs.

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Avoiding the Pitfalls of Customer Participation

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