Research on service frontline employees: a science – practice perspective

Abstract

Purpose

This article aims to build on the insights from the systematic reviews included in this special issue (SI) on frontline service employees (FLE) by adding practitioner perspectives. Its purpose is to gauge knowledge, awareness and practices from industry and government regarding topics related to frontline workers and to offer critical and, in places, provocative insights on the relevance of scholarly focus in serving the needs of industry.

Design/methodology/approach

Insights were developed through consultation with managers who are responsible for leading frontline employees, who offered insights on the important issues affecting their workforce as well as direct comments on each of the key topics covered in this SI articles. Additional insights were gathered through a review of policy document reviews with relevant government agencies and trade publications, a review of a body of conference topics and speakers and personal reflections developed over decades of consulting work.

Findings

This paper presents insights from industry about looming challenges facing managers of frontline service employees, including a forecasted worsening of labor force availability to perform many frontline jobs; growing competition for workers from other sectors; a relatively shallow understanding by industry of academic research topics on workforce in service; the emerging increased cooperation between industry and governments to address these challenges and a clear deficit in necessary frontline skills.

Originality/value

This paper provides rare and direct insights from industry practitioners about current and critical topics investigated by academic researchers and offers opportunities for further collaboration and collective thought on addressing global challenges faced by frontline service employees.

Citation

Solnet, D. and Golubovskaya, M. (2023), "Research on service frontline employees: a science – practice perspective", Journal of Service Management, Vol. 34 No. 5, pp. 1021-1037. https://doi.org/10.1108/JOSM-07-2023-0321