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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 meta-analytic reporting in the service domain, to provide detailed protocols authors may follow when conducting and reporting these analyses and to offer recommendations for future service meta-analyses.

Eligible frontline service-related meta-analyses published through May 2021 were identified for inclusion (k = 33) through a systematic search of Academic Search Complete, PsycINFO, Business Source Complete, Web of Science, Google Scholar and specific service journals using search terms related to service and meta-analyses.

An analysis of the existing meta-analyses within the service field, while often providing high-quality results, revealed that the quality of the reporting can be improved in several ways to enhance the replicability of published meta-analyses in the service domain.

This research employs a question-and-answer approach to provide a substantive guide for both properly conducting and properly reporting high-quality meta-analytic research in the service field for scholars at various levels of experience.

This work aggregates best practices from diverse disciplines to create a comprehensive checklist of protocols for conducting and reporting high-quality service meta-analyses while providing additional resources for further exploration.

Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE.

Meta-analytic procedures ascertain the magnitude of the relationship between EE and SEWP (k = 102, ρ^ = 0.45) and between SEWP and three dimensions of CE: customer purchases (k = 42, ρ^ = 0.47), customer knowledge (k = 4, ρ^ = 0.33) and customer influence (k = 7, ρ^ = 0.42). The current meta-analysis reports an effect size for the EE-overall SEWP relationship nearly 1.50 times greater than related extant meta-analyses.

Results suggest SEWP, consisting of service employee task performance and contextual performance, serves as an important intervening mechanism between EE and CE by considering nine dimensions of SEWP. Such findings suggest that to maximize SEWP, service employees must go beyond simply being satisfied in their work roles; instead, service employees must feel energized, find fulfillment and meaning and be engrossed in their work to maximize the service they provide to customers.

This research extends previous meta-analytic efforts, bridges the multi-disciplinary gap between EE and CE research, provides an empirical link allowing for informed decision-making for managers and stakeholders, underscores the importance of service employees surpassing required job responsibilities to meet and exceed customer needs and suggests an agenda for future service research integrating EE and CE.

Fast‐paced, hyper‐competitive environments require organizations to use flexible resources and delegate decision making. This paper aims to examine the synergistic effects of operators' involvement in decision making (IIDM) and equipment reliability across operations on mix flexibility when speed is emphasized. A theoretical framework integrating strategic decision making and operations management theories is proposed to uncover the dynamics of such relationships.

Both objective and subjective data were collected at the individual level from different sources in a single organization. Hierarchical regression analysis was used to test the framework.

Results show that: an emphasis on speed and experience interact to predict IIDM; and IIDM and machine reliability have compensatory effects in predicting mix flexibility, i.e. greater operator IIDM results in a more varied output mix, but this effect wanes as machine reliability increases.

The use of a single research facility permitted extensive data collection and strengthened internal validity, but it also limited the generalizability of the results. Assuaging this concern is the fact that the results support well‐established theories.

Labor flexibility should be construed in terms of job enlargement and enrichment. For organizations, the study highlights the importance of a well‐trained workforce to support and exploit technological capabilities. It also sets parameters over which decision making is most effective.