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

IF 7.8 2区管理学 Q1 MANAGEMENT

Journal of Service Management Pub Date : 2023-06-22 DOI:10.1108/josm-08-2022-0250

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

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引用次数: 0

Abstract

Purpose

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 Demands-Resource theory (JD-R).

Design/methodology/approach

A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research.

Findings

The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and individual characteristics were observed to increase FLE vulnerability, conceptualized as an individual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes.

Originality/value

This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or individual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.

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一线脆弱性:对一线员工脆弱性的系统回顾与元分析

本研究旨在引入一线员工(FLE)脆弱性的概念，并运用基于工作需求-资源理论(Job demand - resource theory, JD-R)的框架考察其前因和后果。设计/方法/方法采用PRISMA指导下的系统综述和荟萃分析来回顾以前的FLE文献(204项研究)，并对FLE脆弱性进行概念化。然后，荟萃分析检查了FLE脆弱性的前因和后果，并提供了可概括的发现，包括确定未来研究的关键领域。荟萃分析为提出的FLE脆弱性概念化提供了支持。具体来说，我们观察到工作需求和个人特征会增加FLE脆弱性，其概念是个体对基于状态的伤害的易感性。作业资源被认为可以最大限度地减少FLE对漏洞的敏感性。FLE脆弱性也被观察到显著加强消极结果和减少积极结果。原创性/价值本研究呼吁对负面事件如何影响FLE脆弱性进行更深入的调查。这是通过将FLE脆弱性定义为一个概念来实现的，该概念表示一个人由于工作和/或个人特征而容易受到基于状态的伤害。该研究还通过介绍和扩大伤害的定义，使人们对JD-R中的健康损害过程有了更深入的了解，伤害的定义超越了身体上的考虑，还包括情感和心理上的伤害。最后，本研究为服务管理领域的元分析研究增添了新的内容。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Management MANAGEMENT-

CiteScore

19.20

自引率

9.40%

发文量

期刊介绍： The Journal of Service Management (JOSM) centers its scope on research in service management. It disseminates papers showcasing distinctive and noteworthy contributions to service literature, serving as a communication platform for individuals in the service management field, transcending disciplines, functional areas, sectors, and nationalities. The journal publishes double-blind reviewed papers emphasizing service literature/theory and its practical applications.