rontline employees often face interpersonal and interorganizational conflicts on the job. Their frustration and confusion can, if left unattended, lead to stress, job dissatisfaction, a diminished ability to serve customers, and burnout. 31 Because they represent the organization to the customer and often need to manage a number of customers simultaneously, frontline employees inevitably have to deal with conflicts, including person/role conflicts, organization/client conflicts, and interclient conflicts, as discussed in the next sections