Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability

Aimee Riedel; Amanda Beatson; Asha Worsteling; Rory Mulcahy; Byron W. Keating

doi:10.1108/JOSM-08-2022-0250

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Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability

Journal article

Peer reviewed

Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability

Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Mulcahy and Byron W. Keating

Journal of Service Management, Vol.34(5), pp.867-895

2023

DOI: https://doi.org/10.1108/JOSM-08-2022-0250

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Abstract

FLE vulnerability

harm

frontline employees

service interactions

Purpose: The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R). Design/methodology/approach: A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research. Findings: The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and individual characteristics were observed to increase FLE vulnerability, conceptualized as an individual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes. Originality/value: This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or individual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.

Details

Title: Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability
Authors: Aimee Riedel (Author) - University of the Sunshine Coast, Queensland, School of Business and Creative Industries
Amanda Beatson (Author) - Queensland University of Technology
Asha Worsteling (Author) - Queensland University of Technology
Rory Mulcahy (Author) - University of the Sunshine Coast, Queensland, School of Business and Creative Industries
Byron W. Keating (Author) - Queensland University of Technology
Publication details: Journal of Service Management, Vol.34(5), pp.867-895
Publisher: Emerald Publishing Limited
DOI: 10.1108/JOSM-08-2022-0250
ISSN: 1757-5826
Organisation Unit: University of the Sunshine Coast, Queensland; School of Business and Creative Industries
Language: English
Record Identifier: 99735292502621
Output Type: Journal article

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Collaboration types: Domestic collaboration
Web Of Science research areas: Management

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