... treatment Service robots Human–robot interaction Status perceptions Loyalty programmes Relationship marketing Frontline employees The rapid diffusion of service automation is fundamentally reshaping how these relational benefits are delivered. Across industries such as hospitality, airlines...

...Jingqi Qiu; Chris Storey; Achilleas Boukis Purpose This study aims to further understand the different mechanisms by which social media use by frontline employees (FLEs) affects customer service performance. Building on social capital theory, the authors develop a model which shows that FLEs...

...Karen T. Bowen; Christina Papadopoulou Purpose This study aims to investigate how and when frontline employee (FLE) diversity influences brand equity in a luxury fashion brand setting. Design/methodology/approach Three experiments test the framework. The first experiment investigates...

... frontline employees in financial services can help consumers regulate their financial planning behaviors and how financial service providers can effectively support their frontline employees in this effort through leadership and organizational climate. Design/methodology/approach We incorporate...

...George Deitz; John D. Hansen; Tom DeCarlo; Emin Babakus Purpose The purpose of this paper is to examine the effects of store managers’ employee climate perceptions on frontline employee (FLE), customer and store performance outcomes in the small-store setting. Design/methodology/approach...

...Ahmed Shahriar Ferdous; Michael Polonsky; David Hugh Blore Bednall Purpose Frontline employees (FLEs) are a key source of competitive advantage for organizations and have a significant impact on the quality of customer–firm interactions. This study aims to use the stimulus-organism-response (S-O-R...

... © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Retail Frontline employees Affective events theory Emotional contagion Interruption Retail disturbance In physical retail environments, retail disturbances such as ringing phones, people...

... rights only Employee performance Frontline employees Job autonomy Employee gratitude Relationship investment Supervisory guidance Customer-oriented OCB Job autonomy A growing body of research emphasizes the strategic importance of frontline service employees (FLEs) in delivering...

... customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer...