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 date	06.2026
Publication status	Published - 06.2026
MoE publication type	A4 Article in conference proceedings
Event	Frontiers in Service: Serving with SISU - Hanken School of Economics, Helsinki, Finland Duration: 29.06.2026 → 02.07.2026 Conference number: 2026 https://www.hanken.fi/en/departments-centres/department-marketing/research-center-cers/2026-frontiers-service

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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",

note = "Frontiers in Service : Serving with SISU, Frontiers ; Conference date: 29-06-2026 Through 02-07-2026",

url = "https://www.hanken.fi/en/departments-centres/department-marketing/research-center-cers/2026-frontiers-service",

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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 - Frontiers in Service

AU - Liewendahl, Helena

AU - Sarasvuo, Sonja

AU - Heinonen, Kristina

AU - Pura, Minna

N1 - Conference code: 2026

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

Y2 - 29 June 2026 through 2 July 2026

ER -