Frontline Employee Adaptability.

      Аннотация: This book is about Frontline Employee (FLE) Adaptability. It is about a study conducted for understanding adaptability among the frontline employees. Qualitative and Quantitative methods are used in this book to research the topic. A conceptual model of antecedents and consequences of FLE adaptability is clearly explained in the book .A 41 item instrument (FLEADAPT SCALE) was developed to measure the seven dimensions of FLE Adaptability. The scale developed is extensively tested in line with extant literature on scale development. The conceptual model developed was tested using Structural Equation Modelling. Three gaps in literature have given rise to this study: the need for conceptualizing and exploring the dimensions of adaptability among frontline employees, the need to develop a tool to measure frontline employee adaptability, and the need for a study that examine the antecedents and consequences of FLE Adaptability. The context of interest in this study is the frontline employee’s working in the power sector. A major contribution from this work is the conceptualization of the Frontline Employee Adaptability Construct and development of its measurement scale.

Ключевые слова: Adaptability, Scale Development, Service Marketing, Frontline Employee