Poising Frontline Service Providers for Success: An Integrative Review and Future Directions

Vincent Magnini

CACTUS – Journal of Tourism Business, Management and Economics, 2012, vol. 5, issue 1

Abstract: It has long been understood that frontline employees are a critical marketing tool in hospitality and tourism businesses. In fact, empirical research indicates that consumers often perceive the frontline employees with whom they interact as the company itself (Mohr and Henson, 1996). Due to the pivotal roles of these frontline employees, a growing corpus of research examines how to be select, train, motivate, and manage these individuals. This article synthesizes research from diverse disciplines to provide an up-to-date synopsis of these areas.

Keywords: Customer Service; Frontline; Motivation; Recruiting; Training (search for similar items in EconPapers)
Date: 2012
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