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

Abstract

Purpose

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 multiple research domains, including employee and customer engagement, FLE vulnerability, customer mistreatment, service teamwork and service encounters; provide instructions on effectively conducting meta-analyses and discuss the practical applications of FLE research. This paper also provides future directions for FLE scholarship with a focus on theoretical/methodological rigor and relevance.

Design/methodology/approach

This is a conceptual paper that integrates and critically evaluates extant research and provides directions for future scholarship.

Findings

An integrative framework of extant FLE research is proposed consisting of situational predictors, psychological mechanisms, attitudinal/behavioral outcomes and boundary conditions/moderators. Further, three main areas for future scholarship are recommended including examining the transformative effects of technology on FLE work, focusing on decent work for FLEs and conducting practically relevant and impactful research.

Originality/value

This paper provides reflections, integration and future directions for scholarship based on systematic reviews of key domains of FLE research, a primer for conducting systematic reviews (specifically – meta-analysis) and practitioner perspectives on extant research.