Journal of Service Management: Volume 34 Issue 5

Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship

Mahesh Subramony, Danielle van Jaarsveld, Helena Nguyen, Markus Groth, David Solnet

This paper integrates the findings of the articles included in the special issue (SI) on frontline employee (FLE) research. Articles included in this SI systematically review…

Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts

Eric J. Michel, Kristina K. Lindsey-Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer, Anthony R. Wheeler

Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service…

Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability

Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Francis Mulcahy, Byron W. Keating

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…

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

Yu Wu, Markus Groth, Kaixin Zhang, Amirali Minbashian

Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings…

A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes

Yumeng Yue, Nate Zettna, Shuoxin Cheng, Helena Nguyen

In many contemporary service organizations, service teams or service units are the main engines used to deliver key services to customers, client or patients. However, it remains…

It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research

David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios, Arman Michael Mehdipour

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research

Kristina K. Lindsey-Hall, Eric J. Michel, Sven Kepes, Ji (Miracle) Qi, Laurence G. Weinzimmer, Anthony R. Wheeler, Matthew R. Leon

The purpose of this manuscript is to provide a step-by-step primer on systematic and meta-analytic reviews across the service field, to systematically analyze the quality of…

Research on service frontline employees: a science – practice perspective

David Solnet, Maria Golubovskaya

This article aims to build on the insights from the systematic reviews included in this special issue (SI) on frontline service employees (FLE) by adding practitioner…

Exploring the influence of service employees' characteristics on their willingness to work with service robots

Yangjun Tu, Wei Liu, Zhi Yang

This research empirically investigates how service employees' ratings of technology readiness (TRI), negative attitudes towards robots (NARS), Big Five personality traits (BFI…

I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations

Rory Francis Mulcahy, Aimee Riedel, Byron W. Keating, Amanda Beatson, Marilyn Campbell

Online trolling is a detrimental behavior for consumers and service businesses. Although online trolling research is steadily increasing, service research has yet to thoroughly…