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Invited Commentaries on the Future of Frontline Research

Rafaelli, A., Altman, D., Gremler, D. D., Grewal, D., Iyer, B., Parasuraman, A. and de Ruyter, K. (2017). Invited Commentaries on the Future of Frontline Research. Journal of Service Research, 20(1), pp. 91-99. doi: 10.1177/1094670516679275

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.

Publication Type: Article
Additional Information: Copyright Sage 2017
Publisher Keywords: organizational frontline research, frontline technology, frontline employees
Subjects: H Social Sciences > HD Industries. Land use. Labor
Departments: Cass Business School > Management
URI: http://openaccess.city.ac.uk/id/eprint/16049
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