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

• Published in: International journal of service industry management 2023-12, Vol.34 (5), p.867-895
• Main Authors: Riedel, Aimee, Beatson, Amanda, Worsteling, Asha, Mulcahy, Rory Francis, Keating, Byron W.
• Format: Article
• Language: English
• Subjects: Consumers; Customer services; Ethnicity; Meta-analysis; Systematic review
• ISSN: 1757-5818; 1757-5826
• DOI: 10.1108/JOSM-08-2022-0250

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.