In most service organizations there are employees that deal with customers on a day-to-day basis. These are the service engineers, the sales personnel, the customer assistants and reception staff – people who have frequent and close contact with the customer base. These front-line employees (FLEs) are perfectly positioned to provide feedback about the organization’s service provision, both in terms of their own views on the customer-service interaction (voice of the employee – VoE), and their perceptions of the customers’ views on that interaction (voice of the customer through the voice of the employee – VoCE).