Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks
聚焦新冠疫情下服务一线员工如何应对工作环境变化，通过关键事件技术识别士气、顾客互动和负面事件等挑战，并提出未来研究方向，对服务管理和危机应对研究者有参考价值。
The COVID-19 pandemic has transformed the way services are delivered. In this editorial, we shine a light on how frontline service employees are coping with the changing work environment. Leveraging insights from a critical incident technique data collection, we identify challenges related to employee morale, interfacing with service consumers, and transformational negative events. We then offer suggestions for future research on these topics. Moreover, we discuss how the business model transformations caused by COVID-19 could impact the role of technology in future service interactions as well as new challenges related to demand planning. We hope this editorial can serve as a platform to positively impact future research on how service is being delivered amidst the COVID-19 pandemic and future market shocks.