... of this study. Organizational citizenship behavior Healthcare services Frontline employees Person-centered care Shared frontline experience Patient well-being An elderly patient missed working with the flowers in his garden. The next day, I gave him a rose from the hospital gardens...

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

...Khoa The Do; Huy Gip; Priyanko Guchait; Chen-Ya Wang; Eliane Sam Baaklini Purpose While robots have increasingly threatened frontline employees’ (FLEs) future employment by taking over more mechanical and analytical intelligence tasks, they are still unable to “experience” and “feel” to occupy...

... and loyalty judgments through their trusting beliefs regarding frontline employees and management practices/policies. Design/methodology/approach The study was conducted among 476 consumers who were randomly assigned to one of five service industries (apparel retail, airlines, hotels, health insurance...

.... Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its offerings toward customers. However, this approach is not without risk as customers may be disappointed or even frustrated...