For example, firms operating seasonally have a ‘flexible’ structure whereby extra staff are employed to supplement the existing core worker complement during busy times. However, this flexible model is different to that used in other industries because peripheral workers require training and empowerment if they are to operate effectively at the customer interface. In addition, the service product is intangible and often uses a complex staged delivery process. This requires staff who are multiskilled and able to communicate and operate cross-functionally.