他们是连接最高管理层与一线管理者的关键“结点”。
They serve as the strategic “knot” that binds top management with front-line managers.
当反馈传达给一线管理者时，往往因为滞后而失去了作用。
By the time feedback filters down to front-line managers, it's often too backward-looking to be useful.
为确保组织目标实现，一线管理者在建立和影响客户服务流程上发挥着重要作用。
Frontline managers play an important role in developing and influencing the customer service processes to ensure the organisation's objectives are met.
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