Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability
Aimee Riedel, Amanda Beatson, Asha Worsteling, Rory Mulcahy, Byron Keating
Abstract
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.