Gain Competitive Advantage by Transcending the Front-line Paradox

Carsten Lund Pedersen

Research output: Contribution to journalJournal articleResearch


Front-line employees are often the first to sense change yet the last to be heard. But it doesn’t have to be that way.
Original languageEnglish
JournalMIT Sloan Management Review
Publication statusPublished - 8 Jul 2021


  • Business process optimization
  • Change management
  • Competitive Strategy
  • Customer service
  • Internal communication

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