Exploring the Influences of Customer Experiences on Frontline Employee Experiences

Project Detail:

Recent research has highlighted the importance of frontline experiences for understanding and predicting relationship outcomes of value to firms. However, surprisingly much of the current focus in the literature is still on how employees influence customers to create memorable customer experiences. There is still much unknown about how customers influence frontline employees experiences before, during and after service encounters or what mechanisms underlie this influence. This research will focus on exploring key issues relating to this phenomenon, develop and operationalise the concept of frontline employee experience (FLEE) and investigate how customers experiences affect frontline employees experiences, attitudes and behaviours and subsequently organisational performance.

For this purpose, the research will draw upon recent work on shared frontline experiences in the service marketing and management literatures and state-of-the art research in the social and organisational psychology literature. The research will use dyadic data from frontline employees and customers. Furthermore, it will utilize both qualitative (for the conceptualisation of FLEE) and quantitative (for the measurement of the impact of FLEE on various variables) research methods.
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