Abstract
This study focuses on the notion of Perceived Service Complexity (PSC). PSC captures “the difficulty to assimilate the service delivery process, as perceived by frontline employees (FLEs)” and is conceptualized through the development and validation of a multidimensional construct consisting of three factors (Task-Related, Customer-Derived, “Service Nature”-Derived Complexity). The findings add to the organizational frontline literature on how aspects of FLEs’ working environment shape their ability to assimilate service delivery and perform their roles during the service encounter. Managerial practice can be informed of the distinct elements that shape PSC and of its ramifications for designing service delivery systems for different types of service.
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