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Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks
4 references·15 citing·34 second hop
Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks (2020)Don’t Forget About the Frontline Employee…Service Safety in the Pandemic Age (2020)Service Safety in the Pandemi…Customer deviance: A framework, prevention strategies, and opportunities for future research (2019)Customer deviance: A framewor…Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation (2012)Understanding the Influence o…The Effect of the Servicescape on Service Workers (2007)The Effect of the Servicescap…Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability (2023)Vulnerability on the frontlin…The impact of company-generated posts with crisis-related content on online engagement behavior (2023)The impact of company-generat…Servicescape design: balancing physical and psychological safety (2023)Servicescape design: balancin…SDG commentary: economic services for work and growth for all humans (2023)SDG commentary: economic serv…From Heroes to Scoundrels: Exploring the effects of online campaigns celebrating frontline workers on COVID-19 outcomes (2023)From Heroes to Scoundrels: Ex…Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care (2023)Cultivating resilience for su…Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry (2023)Can a smile help healing serv…“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification (2023)“Turning role conflict into p…Transformative Service Research: Where We Are and Moving Forward at the Collective Level (2022)Transformative Service Resear…The influence of pandemic-related workplace safety practices on frontline service employee wellbeing outcomes (2022)The influence of pandemic-rel…The dual threat of COVID-19 to health and job security – Exploring the role of mindfulness in sustaining frontline employee-related outcomes (2022)The dual threat of COVID-19 t…Labour protests during the pandemic (2022)Labour protests during the pa…Digital transformation for crisis preparedness: service employees’ perspective (2022)Digital transformation for cr…Rebuilding Crisis Response Strategies: Nigerian University Reputation Sustainability during and after the Covid-19 Pandemic Crisis (2021)Rebuilding Crisis Response St…Bridging employee curiosity and service creativity: a new lens (2021)Bridging employee curiosity a…Stress, appraisal, and coping (1985)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Stress: Appraisal and Coping (2013)The Role of Emotions on Frontline Employee Turnover Intentions (2016)The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam (2020)Hotel frontline service employees’ creativity and customer-oriented boundary-spanning behaviors: The effects of role stress and proactive personality (2021)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Online brand community engagement: Scale development and validation (2014)Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness (2014)Effects of service quality and customer satisfaction on loyalty of bank customers (2021)Influence : science and practice (1985)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem (2021)Consumer subversion and its relationship to anti‐consumption, deviant and dysfunctional behaviors, and consumer revenge (2021)The role of social acceptability and guilt in unethical consumer behavior: Following the crowd or their own moral compass? (2021)Motivation and personality (1993)Linking environmental scanning and organizational learning with organizational resilience of Egyptian SMEs: the moderating role of environmental uncertainty (2022)The measurement of experienced burnout (1981)Sensemaking in Organizations (1996)The Satisfaction With Life Scale (1985)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A Brief Measure for Assessing Generalized Anxiety Disorder (2006)Conservation of resources: A new attempt at conceptualizing stress. (1989)The Effect of Work Conflict on Employee Performance: The Moderating Role of Transformational Leadership (2025)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)The Behavioral Consequences of Service Quality (1996)On the dimensionality of organizational justice: A construct validation of a measure. (2001)Leading change: why transformation efforts fail (2009)The future of employment: How susceptible are jobs to computerisation? (2016)bibliometrix : An R-tool for comprehensive science mapping analysis (2017)Exploring the principle and competencies for phygital service inclusion (2025)
this work references cited by second hop

References

  • 2012Understanding the Influence of Cues from Other Customers in the Service Experience: A Scale Development and Validation374 cited
  • 2007The Effect of the Servicescape on Service Workers131 cited
  • 2020Service Safety in the Pandemic Age110 cited
  • 2019Customer deviance: A framework, prevention strategies, and opportunities for future research94 cited

Cited by

  • 2022Digital transformation for crisis preparedness: service employees’ perspective37 cited
  • 2022The dual threat of COVID-19 to health and job security – Exploring the role of mindfulness in sustaining frontline employee-related outcomes37 cited
  • 2023SDG commentary: economic services for work and growth for all humans34 cited
  • 2022The influence of pandemic-related workplace safety practices on frontline service employee wellbeing outcomes29 cited
  • 2023“Turning role conflict into performance”: assessing the moderating role of self-monitoring, manager trust and manager identification29 cited
  • 2023Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry28 cited
  • 2023Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability28 cited
  • 2021Rebuilding Crisis Response Strategies: Nigerian University Reputation Sustainability during and after the Covid-19 Pandemic Crisis18 cited
  • 2023

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

The impact of company-generated posts with crisis-related content on online engagement behavior
16 cited
  • 2021Bridging employee curiosity and service creativity: a new lens16 cited
  • 2023Cultivating resilience for sustainable service ecosystems in turbulent times: evidence from primary health care15 cited
  • 2023Servicescape design: balancing physical and psychological safety14 cited
  • 2022Transformative Service Research: Where We Are and Moving Forward at the Collective Level13 cited
  • 2023From Heroes to Scoundrels: Exploring the effects of online campaigns celebrating frontline workers on COVID-19 outcomes11 cited
  • 2022Labour protests during the pandemic10 cited