Concepedia

Digital Frontline Service

Digital Frontline Service is a scholarly contribution that represents a digitally mediated service interaction or system operating at the interface between service providers and customers, distinguished by its reliance on digital technologies to deliver, manage, and enhance frontline service processes within service management contexts.

13

Publications

787

Citations

42

Authors

26

Institutions

Publications per year

2017–2026

8

Parents

Publications

13

Classifying and measuring the service quality of AI chatbot in frontline service

Qian Chen, Yeming Gong, Yaobin Lu et al. · Journal of Business Research · 2022 · 209 citations

, , +15

Frontline Cyborgs at Your Service: How Human Enhancement Technologies Affect Customer Experiences in Retail, Sales, and Service Settings

Dhruv Grewal, Mirja Kroschke, Martin Mende et al. · Journal of Interactive Marketing · 2020 · 148 citations

, , +16

Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management

Son K. Lam, Stefan Sleep, Thorsten Hennig‐Thurau et al. · Journal of Service Research · 2016 · 85 citations

, , +17

Becoming digital – passages to service in the digitized bureaucracy

Anja Svejgaard Pors · Journal of Organizational Ethnography · 2015 · 81 citations

, , +17

Digital selling: organizational and managerial influences for frontline readiness and effectiveness

Ryan Mullins, Raj Agnihotri · Journal of the Academy of Marketing Science · 2022 · 55 citations

, , +15

1–5 of 13

Authors

42

  1. SM
    Steve Morgan

    University of South Wales, United Kingdom

    1 publications · 12 citations

    1

    h-index

  2. NW
    Nathan Warren

    University of Richmond, United States

    1 publications · 42 citations

    1

    h-index

  3. SH
    Sara Hanson

    University of Richmond, United States

    1 publications · 42 citations

    1

    h-index

  4. KB
    Kristen Beek

    UNSW Sydney, Australia

    1 publications · 17 citations

    1

    h-index

  5. JT
    Jing Tang

    Huazhong University of Science and Technology, China

    1 publications · 209 citations

    1

    h-index

1–5 of 42

Institutions

26

  1. University of Münster

    Münster, Germany

    2 h-index

    2 publications

    233 citations

  2. University of Tampa

    Tampa, United States

    1 h-index

    3 publications

    66 citations

  3. Hainan University

    Haikou, China

    1 h-index

    5 publications

    230 citations

  4. Metropolitan University College

    Copenhagen, Denmark

    1 h-index

    1 publications

    81 citations

  5. Huazhong Agricultural University

    Wuhan, China

    1 h-index

    1 publications

    209 citations

  6. George Washington University

    Washington, United States

    1 h-index

    2 publications

    54 citations

  7. University of Richmond

    Richmond, United States

    1 h-index

    1 publications

    42 citations

  8. The George Institute for Global Health

    Sydney, Australia

    1 h-index

    3 publications

    51 citations

1–8 of 26

Venues

  1. Journal of Service Research

    JSR · 2 publications · 127 citations

    2

    h-index

  2. Library Review

    1 publications · 12 citations

    1

    h-index

  3. Journal of Organizational Ethnography

    JOE · 1 publications · 81 citations

    1

    h-index

  4. Journal of Services Marketing

    1 publications · 22 citations

    1

    h-index

  5. Journal of Business Research

    JBR · 1 publications · 209 citations

    1

    h-index

1–5