Journal
JOURNAL OF SERVICE RESEARCH
Volume 20, Issue 1, Pages 91-99Publisher
SAGE PUBLICATIONS INC
DOI: 10.1177/1094670516679275
Keywords
organizational frontline research; frontline technology; frontline employees
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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.
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