Frontline Service Performance

Frontline Service Performance is a service performance metric that specifically evaluates the effectiveness, efficiency, and quality of customer-facing employees in delivering direct services, distinguishing it from broader organizational or back-office performance measures by focusing on the interpersonal and operational interactions at the point of service delivery.

149

Publications

16.5K

Citations

378

Authors

227

Institutions

Publications per year

2017–2026

Parents

Service Performance Measurement

Publications

149

Putting the Service-Profit Chain to Work

James L. Heskett, Thomas O. Jones, Gary W. Loveman et al. · Harvard business review · 1994 · 3.6K citations

Management, Strategic Management, Service Operations +10

The Affective Consequences of Service Work

Amy Wharton · Work and Occupations · 1993 · 982 citations

Social Sciences, Psychology, Social Psychology +13

Performance Productivity and Quality of Frontline Employees in Service Organizations

Journal of Marketing · 2000 · 725 citations

Management, Human Resource Management, Organizational Behavior +16

Employee Behavior in a Service Environment: A Model and Test of Potential Differences between Men and Women

Barry J. Babin, James S. Boles · Journal of Marketing · 1998 · 560 citations

Social Sciences, Human Resource Management, Organizational Behavior +17

The influence of selected antecedents on frontline staff’s perceptions of service recovery performance

Christo Boshoff, Janine Allen · International Journal of Service Industry Management · 2000 · 554 citations

Management, Human Resource Management, Organizational Behavior +15

1–5 of 149

Authors

378

JS
Jeroen Schepers
Eindhoven University of Technology, Netherlands
5 publications · 845 citations
5
h-index
NJ
Nicholas J. Ashill
American University of Sharjah, United Arab Emirates
5 publications · 274 citations
5
h-index
UY
Uğur Yavaş
East Tennessee State University, United States
5 publications · 279 citations
5
h-index
OM
Osman M. Karatepe
Eastern Mediterranean University, Cyprus
4 publications · 306 citations
4
h-index
EB
Emin Babakus
University of Memphis, United States
3 publications · 104 citations
3
h-index

1–5 of 378

Institutions

227

1–8 of 227

Venues

Journal of Service Research
JSR · 8 publications · 714 citations
9
h-index
Journal of Marketing
JM · 8 publications · 1.7K citations
8
h-index
Journal of Business Research
JBR · 7 publications · 616 citations
7
h-index
International Journal of Hospitality Management
7 publications · 405 citations
7
h-index
Journal of Services Marketing
7 publications · 346 citations
7
h-index

1–5