How many different roles does Steven Slater, the cabin attendant in the opening vignette, play? Are they
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How many different roles does Steven Slater, the cabin attendant in the opening vignette, play? Are they all subordinate service roles? Do the multiple roles produce role conflict and ambiguity for Steven? How do the different roles affect consumers?
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As a member of boundaryspanning personnel Steven had the dual role of representing the business to t...View the full answer
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Related Book For 
Services Marketing: Concepts, Strategies, & Cases
ISBN: 9781285429786
5th Edition
Authors: Douglas Hoffman, John Bateson
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