Gain Competitive Advantage by Transcending the Front-line Paradox

Carsten Lund Pedersen

Gain Competitive Advantage by Transcending the Front-line Paradox

Carsten Lund Pedersen

Department of Marketing

Research output: Contribution to journal › Journal article › Research

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 language	English
Journal	MIT Sloan Management Review
ISSN	1532-9194
Publication status	Published - 8 Jul 2021

Keywords

Business process optimization
Change management
Competitive Strategy
Customer service
Internal communication

Access to Document

https://sloanreview.mit.edu/article/gain-competitive-advantage-by-transcending-the-front-line-paradox/

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Cite this

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title = "Gain Competitive Advantage by Transcending the Front-line Paradox",

abstract = "Front-line employees are often the first to sense change yet the last to be heard. But it doesn{\textquoteright}t have to be that way.",

keywords = "Business process optimization, Change management, Competitive Strategy, Customer service, Internal communication, Business process optimization, Change management, Competitive Strategy, Customer service, Internal communication",

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KW - Customer service

KW - Internal communication

KW - Business process optimization

KW - Change management

KW - Competitive Strategy

KW - Customer service

KW - Internal communication

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JO - MIT Sloan Management Review

JF - MIT Sloan Management Review

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