Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability
ISSN: 1757-5818
Article publication date: 22 June 2023
Issue publication date: 1 December 2023
Abstract
Purpose
The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R).
Design/methodology/approach
A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research.
Findings
The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and individual characteristics were observed to increase FLE vulnerability, conceptualized as an individual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes.
Originality/value
This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or individual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.
Keywords
Citation
Riedel, A., Beatson, A., Worsteling, A., Mulcahy, R.F. and Keating, B.W. (2023), "Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability", Journal of Service Management, Vol. 34 No. 5, pp. 867-895. https://doi.org/10.1108/JOSM-08-2022-0250
Publisher
:Emerald Publishing Limited
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