The Future of Frontline Research: Invited Commentaries

Anat Rafaeli, Daniel Altman, Dwayne D. Gremler, Ming Hui Huang, Dhruv Grewal, Bala Iyer, A. Parasuraman, Ko de Ruyter

Research output: Contribution to journalArticlepeer-review

91 Scopus citations


This article contains a set of six invited commentaries written by leading scholars, expressing varied perspectives on the future of frontline research and on the frontline domain itself. The article accompanies the Journal of Service Research special issue on organizational frontlines. In their commentaries, the authors share insightful views on areas of personal interest ranging from employee emotion and customer relationship building to the effect of technology and its implementation at the organizational frontline. Included within each commentary are managerial insights and suggestions for needed research in the highlighted area.

Original languageEnglish (US)
Pages (from-to)91-99
Number of pages9
JournalJournal of Service Research
Issue number1
StatePublished - Feb 1 2017


  • frontline employees
  • frontline technology
  • organizational frontline research

ASJC Scopus subject areas

  • Information Systems
  • Sociology and Political Science
  • Organizational Behavior and Human Resource Management


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