Gain Competitive Advantage by Transcending the Front-line Paradox

Research output: Contribution to journalJournal articleResearch

Abstract

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
ISSN1532-9194
Publication statusPublished - 8 Jul 2021

Keywords

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

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