Software Business: Third International Conference, ICSOB 2012, Cambridge, MA, USA, June 18-20, 2012. Proceedings
In: Lecture Notes in Business Information Processing 114
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In: Lecture Notes in Business Information Processing 114
In: Journal of service research, Band 20, Heft 1, S. 91-99
ISSN: 1552-7379
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.