I just recently read an article from the Journal of the Academy of Marketing Sciences authored by Gielis A. H. van der Heijden, Jeroen J. L. Schepers, Edwin J. Nijssen, and Andrea Ordanini Journal titled, “Don’t just fix it make it better! Using frontline service employees to improve recovery performance”. The article is interesting and directed at the B2B industry. The idea is that while a Frontline Service Employee's (FSEs) primary job is to....