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PurposeThe purpose of this study is to explore the attitudes and beliefs of front‐line employees regarding how customer‐company interactions might be improved. Since front‐line employees are closely connected to customers, the resultant experiences and relationships with customers are highly dependent on their actions. However, little is written from the perspective of front‐line employees.Design/methodology/approachUsing a qualitative approach and employing an adaptation of the grounded theory method, this study uses front‐line employee participants with data collection occurring over a six‐month period. A variety of data sources were used including open‐ended reciprocal interviews, member‐checking interviews, observation, and collection of participant and researcher artifacts.FindingsFindings suggest that organizational changes initiated by management create strategically constructed silos that force implementation through people and systems to control and standardize the service interface and resultant customer experience(s). This reactive and inwardly focused construction of silos often serves company rather than customer needs and can result in deteriorating service levels based on the type of customer‐company interaction occurring.Originality/valueContrary to how most customer service processes are designed by management, not all customer‐company interactions are alike and vary both in regard to the degree of knowledge needed by front‐line employees to fully serve customers, and the routine or non‐routine nature of the interaction. A two‐by‐two matrix is presented to highlight the impacts of silos occurring for various interaction types.

International audience; In recent years, technological advances and the ever-increasing power of embedded systems have seen the emergence of so-called smart cities. In these cities, application needs are increasingly calling for Large-Scale Wireless Sensor Networks (LS-WSN). However, the design and implementation of such networks pose several important and interesting challenges. These low-cost, low-power devices are characterized by limited computing, memory storage, communication, and battery power capabilities. Moreover, sensors are often required to cooperate in order to route the collected data to a single central node (or sink). The many-to-one communication model that governs dense and widely deployed Wireless Sensor Networks (WSNs) most often leads to problems of network overload and congestion. Indeed, it is easy to show that the closer a node is geographical to the sink, the more data sources it has to relay. This leads to several problems including overloading of nodes close to the sink, high loss rate in the area close to the sink, and poor distribution of power consumption that directly affects the lives of these networks. In this context, we propose a contribution to the problem of LS-WSN energy consumption. We designed a hierarchical 3-tier architecture of LS-WSNs coupled with a modeling of the activities of the different sensors in the network. This architecture that is based on clustering also includes a redeployment function to maintain the topology in case of coverage gaps. The results of the performed simulations show that our architecture maximizes the lifetime than compared solutions.