Transforming the role of frontline service employees for cross-selling
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DOI: 10.1108/jsm-02-2020-0071
Abstract: Purpose This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements must exist before they can achieve service–sales ambidexterity. Drawing on achievement… read more here.
Keywords: cross selling; role; service; frontline service ... See more keywords
An investigation into the antecedents of frontline service employee guardianship behaviours
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DOI: 10.1108/jstp-06-2020-0124
Abstract: PurposeThis study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/methodology/approachThe research framework comprises a quantitative survey of 507 frontline service employees at national… read more here.
Keywords: service employee; frontline service; guardianship behaviours; service ... See more keywords
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review
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DOI: 10.1177/1094670521999721
Abstract: We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing a bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and… read more here.
Keywords: research; four decades; review; service ... See more keywords
Frontline Service Employees’ Profiles: Exploring Individual Differences in Perceptions of and Reactions to Workplace Incivility
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DOI: 10.3390/bs12030076
Abstract: Employee turnover is a big issue in the service industry, which can be significantly affected by job stressors including workplace incivility. This exploratory study aims to identify the frontline service employees’ profiles exploring to what… read more here.
Keywords: service employees; employees profiles; service; frontline service ... See more keywords
“A Lot of People Are Struggling Privately. They Don’t Know Where to Go or They’re Not Sure of What to Do”: Frontline Service Provider Perspectives of the Nature of Household Food Insecurity in Scotland
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DOI: 10.3390/ijerph15122738
Abstract: This qualitative study explored frontline service providers’ perceptions of the nature of food insecurity in Scotland in 2015 to inform national policy and the provision of locally-based support for ‘at risk’ groups. A country-wide in-depth… read more here.
Keywords: insecurity scotland; food; frontline service; food insecurity ... See more keywords
Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective
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DOI: 10.3390/su15097563
Abstract: With the increasing adoption of frontline service robots (FLSRs) in hospitality workplaces, collaboration between frontline employees (FLEs) and FLSRs has become a necessity. The existing literature focuses on the customer perspective of FLSRs; however, this… read more here.
Keywords: frontline employees; collaboration perspective; service; service robots ... See more keywords