A systematic literature review of frontline employee influence factors

Abstract

Service research acknowledged that frontline employees have a key role in making service better. Frontline employees have leverage on different aspects of service. In their roles as facilitators, information distributors, and value-co-creators they are, as said by their designation, at the front line with the customer. They are crucial for, among others, word of mouth, customer retention, and service recovery. Therefore, it is worth looking into the negative and positive influence factors. The review results provide the top researched frontline employee influence factors and the correspondent research results. Researchers can draw on the pool of literature, which is provided on every factor and possible measures when designing an empirical study targeting one of the identified research gaps.