Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review
对1980-2020年一线服务员工的实证研究进行文献计量综述，识别出五个研究集群，并指出未来跨学科研究方向，适合服务管理、营销及组织心理学学者快速把握该领域全貌。
We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing a bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and applied/occupational health psychology journals. Our analysis identified five distinct research clusters: (a) collective predictors and effects, (b) services encounters, (c) emotional regulation and management, (d) customer orientation, and (e) service stress and strain. In this article, we describe the nature of current research within each of these clusters and identify future directions within and across different clusters for scholarly work. Our review highlights the conceptual and methodological richness within the clusters and calls out for interdisciplinary scholarship to build a diverse, yet unified field of service work research.