Advancing knowledge through literature reviews:'what','why', and 'how to contribute'
Literature review is part and parcel of scholarly research. Though many literature review
guides are available, they remain limited because they do not adequately account for the …
guides are available, they remain limited because they do not adequately account for the …
Factors influencing consumer forgiveness: a systematic literature review and directions for future research
Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …
research. To advance knowledge and develop future research agenda in this domain, this …
What? Why? When? How? Where? of Technology-Based Bibliometric Review
S Sahni, RPS Kaurav - … of conducting literature review in management …, 2023 - emerald.com
The proliferation of bibliometric review articles is a true reflection of how bibliometrics is
gaining popularity and has been widely adopted in various disciplines. The growing interest …
gaining popularity and has been widely adopted in various disciplines. The growing interest …
Employer and internal branding research: a bibliometric analysis of 25 years
Purpose In the past 25 years, employer and internal branding have grown significantly. Prior
reviews tended to focus on either one of these domains. This study aims to map the …
reviews tended to focus on either one of these domains. This study aims to map the …
Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: from value creation and engineering management perspectives
S Chatterjee, R Chaudhuri, VI González… - … Forecasting and Social …, 2022 - Elsevier
The cornerstone of any successful organizations is the frontline employees. Frontline
employees (FLEs) are always in action at the frontline of the business. They do not operate …
employees (FLEs) are always in action at the frontline of the business. They do not operate …
Making sense of sensory brand experience: Constructing an integrative framework for future research
This study asserts that conceptualizing sensory brand experience (SBE) as an independent
construct is critical to expanding our understanding of experiences provided by brands. To …
construct is critical to expanding our understanding of experiences provided by brands. To …
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes
DE Bowen - Journal of Service Management, 2024 - emerald.com
Purpose This article overviews some key contributions to service research from the
organizational behavior/human resource management (OB/HRM) discipline with its strong …
organizational behavior/human resource management (OB/HRM) discipline with its strong …
Bridging employee engagement and customer engagement in a service context
Grounded in social exchange theory and service logic, this study investigates how
customers' evaluations of service experiences and interactions with employees and the …
customers' evaluations of service experiences and interactions with employees and the …
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Purpose Although service researchers have long suggested that customer mistreatment
adversely impacts service employees' outcomes, statistical integration of current empirical …
adversely impacts service employees' outcomes, statistical integration of current empirical …
Bridging the gap: An interview study on frontline employee responses to restaurant technology
S Christ-Brendemühl - International Journal of Hospitality Management, 2022 - Elsevier
Digital technology that complements the personal interactions between customers and
frontline employees (FLEs) has the potential to enhance service delivery in full-service …
frontline employees (FLEs) has the potential to enhance service delivery in full-service …