J Service Man
Introduction
Journal of Service Management, 34(5)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Special issue: Research on Service Frontline Employees: State of the Science
Guest editors: Mahesh Subramony, Danielle van Jaarsveld, Helena Nguyen, Markus Groth, David Solnet
Frontline service employee research: integration of systematic literature reviews and recommendations for future scholarship
—Mahesh Subramony, Danielle van Jaarsveld, Helena Nguyen, Markus Groth, David Solnet []
Bridging two tales of engagement: a meta-analytic review of employee engagement and customer engagement in service contexts
—Eric J. Michel, Kristina K. Lindsey-Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer, Anthony R. Wheeler []
Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability
—Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Francis Mulcahy, Byron W. Keating []
A meta-analysis of the impact of customer mistreatment on service employees’ affective, attitudinal and behavioral outcomes
—Yu Wu, Markus Groth, Kaixin Zhang, Amirali Minbashian [Google Scholar]
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
—Yumeng Yue, Nate Zettna, Shuoxin Cheng, Helena Nguyen []
It takes two to tango: a multidisciplinary bibliometric review across six decades of dyadic service encounter research
—David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios, Arman Michael Mehdipour []
A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research
—Kristina K. Lindsey-Hall, Eric J. Michel, Sven Kepes, Ji (Miracle) Qi, Laurence G. Weinzimmer, Anthony R. Wheeler, Matthew R. Leon []
Research on service frontline employees: a science – practice perspective
—David Solnet, Maria Golubovskaya []
Exploring the influence of service employees’ characteristics on their willingness to work with service robots
—Yangjun Tu, Wei Liu, Zhi Yang [Google Scholar]
I’d better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations
—Rory Francis Mulcahy, Aimee Riedel, Byron W. Keating, Amanda Beatson, Marilyn Campbell [Google Scholar]