...Stephanie T. Gillison; Sharon E. Beatty; William Magnus Northington; Shiri Vivek Purpose This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature...

...Ji “Miracle” Qi; Alexander E. Ellinger; George R. Franke Purpose In response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the influence of work design by testing competing...

... Emerald Publishing Limited Licensed re-use rights only Acculturation Separation Integration Frontline employees Intercultural service encounters Marginalization Assimilation With rapid globalization of the world economy, it is not surprising to see the number of international...

...Nwamaka A. Anaza; Brian N. Rutherford Purpose In an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic literature. The notion of employees as customers is a common business practice...