Frontline Employees’ Operational Alignment with Promises: Customers’ vs. FLE’s perceptions of Promise Readiness

Helena Liewendahl; Sonja Sarasvuo; Kristina Heinonen; Minna Pura

Frontline Employees’ Operational Alignment with Promises: Customers’ vs. FLE’s perceptions of Promise Readiness

Helena Liewendahl^*
, Sonja Sarasvuo
, Kristina Heinonen
, Minna Pura

^*Corresponding author for this work

Laurea University of Applied Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

Original language	English
Title of host publication	Frontiers in Service Conference 2026, CERS, Hanken School of Economics, Helsinki, Finland, June 26 - July 2, 2026
Publication status	Accepted/In press - 06.2026
MoE publication type	A4 Article in conference proceedings

Cite this

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title = "Frontline Employees{\textquoteright} Operational Alignment with Promises: Customers{\textquoteright} vs. FLE{\textquoteright}s perceptions of Promise Readiness",

author = "Helena Liewendahl and Sonja Sarasvuo and Kristina Heinonen and Minna Pura",

year = "2026",

month = jun,

language = "English",

booktitle = "Frontiers in Service Conference 2026, CERS, Hanken School of Economics, Helsinki, Finland, June 26 - July 2, 2026",

}

Frontline Employees’ Operational Alignment with Promises: Customers’ vs. FLE’s perceptions of Promise Readiness. / Liewendahl, Helena ; Sarasvuo, Sonja ; Heinonen, Kristina et al.
Frontiers in Service Conference 2026, CERS, Hanken School of Economics, Helsinki, Finland, June 26 - July 2, 2026. 2026.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review

TY - GEN

T1 - Frontline Employees’ Operational Alignment with Promises

T2 - Customers’ vs. FLE’s perceptions of Promise Readiness

AU - Liewendahl, Helena

AU - Sarasvuo, Sonja

AU - Heinonen, Kristina

AU - Pura, Minna

PY - 2026/6

Y1 - 2026/6

M3 - Conference contribution

BT - Frontiers in Service Conference 2026, CERS, Hanken School of Economics, Helsinki, Finland, June 26 - July 2, 2026

ER -