The Future of Frontline Research: Invited Commentaries

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

Research output: Contribution to journalArticle

38 Citations (Scopus)

Abstract

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
Volume20
Issue number1
DOIs
StatePublished - Feb 1 2017

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effects of technology
emotion
customer
employee
Personnel
Employees
Customer relationship
Emotion
Relationship building

Keywords

  • frontline employees
  • frontline technology
  • organizational frontline research

ASJC Scopus subject areas

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

Cite this

Rafaeli, A., Altman, D., Gremler, D. D., Huang, M. H., Grewal, D., Iyer, B., ... de Ruyter, K. (2017). The Future of Frontline Research: Invited Commentaries. Journal of Service Research, 20(1), 91-99. https://doi.org/10.1177/1094670516679275

The Future of Frontline Research : Invited Commentaries. / Rafaeli, Anat; Altman, Daniel; Gremler, Dwayne D.; Huang, Ming Hui; Grewal, Dhruv; Iyer, Bala; Parasuraman, Ananthanarayanan; de Ruyter, Ko.

In: Journal of Service Research, Vol. 20, No. 1, 01.02.2017, p. 91-99.

Research output: Contribution to journalArticle

Rafaeli, A, Altman, D, Gremler, DD, Huang, MH, Grewal, D, Iyer, B, Parasuraman, A & de Ruyter, K 2017, 'The Future of Frontline Research: Invited Commentaries', Journal of Service Research, vol. 20, no. 1, pp. 91-99. https://doi.org/10.1177/1094670516679275
Rafaeli A, Altman D, Gremler DD, Huang MH, Grewal D, Iyer B et al. The Future of Frontline Research: Invited Commentaries. Journal of Service Research. 2017 Feb 1;20(1):91-99. https://doi.org/10.1177/1094670516679275
Rafaeli, Anat ; Altman, Daniel ; Gremler, Dwayne D. ; Huang, Ming Hui ; Grewal, Dhruv ; Iyer, Bala ; Parasuraman, Ananthanarayanan ; de Ruyter, Ko. / The Future of Frontline Research : Invited Commentaries. In: Journal of Service Research. 2017 ; Vol. 20, No. 1. pp. 91-99.
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