Interfaces, Interactions, Time, and the Frontline Nexus: Foundational Constructs and Focus for the Field of Organizational Frontlines

Abstract

Interfaces, interactions, and time are commonly understood as foundational constructs in the field of organizational frontlines, but their current definitions are fragmented and disconnected. We propose a set of propositions drawn from theorizing the foundational constructs to facilitate systematic studies of frontline phenomena and promote integration across studies. We also advance the concept of the frontline nexus, a constellation of relations that interconnect the foundational constructs, and propose that the nexus is the appropriate unit of analysis for the study of organizational frontlines. To specify a system that embeds the frontline nexus and situates its foundational constructs, we discuss the role of agency, technology, learning, and privacy as key structural characteristics. In response to changing frontlines, we offer 11 propositions to advance research and practice of organizational frontlines. These propositions encourage researchers to explore the potential of new technologies, investigate the role of frontline actors in shaping interaction outcomes, examine the impact of learning and development initiatives, and consider the ethical implications of frontline actions.

An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes

“…Although not an OB/HRM framework, per se, OF is certainly entwined with employees in a service organization context-if with less "visible" employees. For example, Singh et al (2017), followed by Singh and Bridge (2023), proposed a change from "frontline employees" to "organizational frontlines". Singh and Bridge (2023) offered 11 propositions to advance research and practice on organizational frontlines.…”

“…For example, Singh et al (2017), followed by Singh and Bridge (2023), proposed a change from "frontline employees" to "organizational frontlines". Singh and Bridge (2023) offered 11 propositions to advance research and practice on organizational frontlines. The word employee never appears in the propositions; instead, there are actors, agents and technologies.…”

“…Consider the combinations of automated and human social presence roles on the frontline (Van Doorn et al, 2017); the complexity of roles described by Robinson et al (2020) which considers how each actor, employee or customer, could be either human or AI; and the Lariviere et al (2017) "Service Encounter 2.0" which investigated the interdependent roles of technology, employees and customers. And OF most certainly should also be valued as a conceptual framework for rethinking the frontline, and the actors there, in terms of nexus, interactions, interfaces and time (Singh and Bridge, 2023).…”

“…, 2022)The Strength of the HRM system (Bowen and Ostroff, 2004; Ostroff and Bowen, 2016)Organizational Frontlines (OF) (Singh et al. , 2017; Singh and Bridge, 2023) and Sociotechnical systems theory (Baxter and Somerville, 2011; Emery and Trist, 1965). The Service Profit Chain (Heskett et al.…”

“…(1) The Three-Tiered View of Service Organizations (Schneider andBowen, 1995, 2019) (2) The ASA Framework (Attraction-Selection-Attrition) perspective on people in organizational behavior (Schneider, 1987) (3) Employee roles in evolving service contexts: high value; relatively limited substitutability (Bowen, 2016) (4) Managing customers as human resources in service organizations (Bowen, 1986) and creating multi-actor role readiness in service ecosystems (Danatzis et al, 2022) (5) The Strength of the HRM system (Bowen and Ostroff, 2004;Ostroff and Bowen, 2016) (6) Organizational Frontlines (OF) (Singh et al, 2017;Singh and Bridge, 2023) and Sociotechnical systems theory (Baxter and Somerville, 2011;Emery and Trist, 1965).…”