Enforcement of service rules by frontline employees: A conceptual model and research propositions
构建了一个概念模型，分析一线服务员工执行规则的影响因素（组织、个人、情境）及其对员工、顾客和组织的正负面后果，并提出了未来研究议程。
Rule enforcement is a crucial part of the frontline service employee’s role that, if mishandled, can have serious consequences for employees, customers and the organization. However, there is very little knowledge about both its drivers and outcomes in the service literature. This study contributes to the organizational frontlines literature by developing a comprehensive framework of the drivers and consequences of service rule enforcement. Our conceptual model identifies organizational, individual, and situational variables that influence service rule enforcement and sheds light on the employee-related, customer-related, and organization-related consequences of rule enforcement. In conceptualizing service rule enforcement, we address the notions of enforcement/non-enforcement, the extent and consistency of enforcement, and rule enforcement styles. We also propose that rule enforcement can have both positive and negative consequences. Finally, we provide a research agenda that proposes ideas for future studies in this area.