Purpose

The current research aims to introduce the concept of frontline employee (FLE) vulnerability and examine its antecedents and consequences using a framework grounded in Job Demands-Resource theory (JD-R).

Design/methodology/approach

A systematic review and meta-analysis guided by PRISMA is utilized to review previous FLE literature (204 studies) and develop a conceptualization of FLE vulnerability. The meta-analysis then examines the antecedents and consequences of FLE vulnerability and provides generalizable findings including the identification of critical areas for future research.

Findings

The meta-analysis provided support for the proposed conceptualization of FLE vulnerability. Specifically, job demands and individual characteristics were observed to increase FLE vulnerability, conceptualized as an individual's susceptibility to experience state-based harm. Job resources were seen to minimize FLE susceptibility to vulnerability. FLE vulnerability was also observed to significantly strengthen negative outcomes and decrease positive outcomes.

Originality/value

This research addresses calls for greater investigation into how negative events may impact FLE vulnerability. This is achieved by defining FLE vulnerability as a concept which represents one's susceptibility to experience state-based harm as a result of job and/or individual characteristics. The research also provides greater understanding of the health impairment process within JD-R through the introduction and expanded definition of harm that moves beyond physical considerations to also include emotional and psychological harms. Finally, the research adds to the small body of meta-analytic research in the field of service management.

中文翻译：

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一线脆弱性：一线员工脆弱性的系统回顾与荟萃分析

目的

当前的研究旨在介绍一线员工（FLE）脆弱性的概念，并使用基于工作需求资源理论（JD-R）的框架检查其前因和后果。

设计/方法论/途径

采用 PRISMA 指导下的系统回顾和荟萃分析来回顾之前的 FLE 文献（204 项研究）并制定 FLE 脆弱性的概念。然后，荟萃分析检查 FLE 漏洞的前因和后果，并提供可概括的发现，包括确定未来研究的关键领域。

发现

荟萃分析为提出的 FLE 漏洞概念化提供了支持。具体来说，工作要求和个人特征被观察到会增加 FLE 脆弱性，将其概念化为个人对经历基于状态的伤害的敏感性。工作资源被认为可以最大限度地降低 FLE 对漏洞的敏感性。研究还发现，FLE 脆弱性会显着增强负面结果并减少正面结果。

原创性/价值

这项研究响应了对负面事件如何影响 FLE 漏洞进行更深入调查的呼吁。这是通过将 FLE 脆弱性定义为一个概念来实现的，该概念代表一个人因工作和/或个人特征而遭受基于状态的伤害的易感性。该研究还通过介绍和扩展伤害的定义，使人们更好地了解 JD-R 中的健康损害过程，这些伤害超出了身体考虑，还包括情感和心理伤害。最后，该研究补充了服务管理领域的一小部分元分析研究。