1282: The Evolution of the Frontline Employee Role: Interdisciplinary Perspectives and the Road Ahead (14457)

Organizer(s)

• NZ

  Nate Zettna

  The U. of Sydney, Australia

Participant(s)

• AJ

  Anya Johnson

  U. Of Sydney, Australia
• AJ

  Anupama Jolly

  Curtin U.

Presenter(s)

• DY

  Dana Yagil

  U. of Haifa, Israel

Participant(s)

• SW

  Smadar Weinstein

  -, Israel

Presenter(s)

• HN

  Helena Nguyen

  U. Of Sydney, Australia

Participant(s)

• JC

  Joseph Carpini

  U. of Western Australia, Australia
• AL

  Aleksandra Luksyte

  U. of Western Australia, Australia
• RA

  Rajiv Amarnani

  U. of Western Australia, Australia

Presenter(s)

• YY

  Yumeng Yue

  U. of Edinburgh business school, United Kingdom
• SK

  Su Kyung Kim

  U. of Manitoba, Canada

Organizer(s)

• YW

  Yu Wu

  U. of Newcastle, Australia

Participant(s)

• DW

  David Walker

  U. of British Columbia, Canada

Discussant(s)

• SP

  Sharon Parker

  Centre for Transformative Work Design / Curtin U., Australia
• SP

  S Douglas Pugh

  Virginia Commonwealth U., United States

Participant(s)

• CY

  Cheryl Yam

  Curtin U.
• AK

  Arian Kunzelmann

  Future of Work Institute, Curtin U., Australia
• VF

  Vivien W. Forner

  U. of Wollongong, Australia
• SD

  Shanta Dey

  U. Of Sydney, Australia
• MA

  Mina Askovic

  U. of Sydney Business School, Australia

The goal of this presentation symposium is to highlight the importance of understanding the evolution and dynamics of the contemporary frontline employee (FLE) role. Through the incorporation of FLE-oriented papers across a diverse range of disciplines, this symposium will contribute to the AOM 2024 conference themes of 'innovating for the future' by discussing new directions in FLE role-related research, providing insights into how to help FLEs better manage changes in their line of work, and building bridges between various disciplines engaged in understanding this phenomenon.

Presentations:

• 09:45 – 11:15 CT (GMT-5/UTC-5)

  1282: Crystal Clear: How Leaders and Coworkers Shape Role Clarity and Well-Being for Social Care Employees (14457)
  

  Author: Nate Zettna – The U. of Sydney

  Author: Cheryl Yam – Curtin U.

  Author: Arian Kunzelmann – Future of Work Institute, Curtin U.

  Author: Vivien W. Forner – U. of Wollongong

  Author: Shanta Dey – U. Of Sydney

  Author: Mina Askovic – U. of Sydney Business School

  Author: Anya Madeleine Johnson – U. Of Sydney

  Author: Anupama Jolly – Curtin U.
• 09:45 – 11:15 CT (GMT-5/UTC-5)

  1282: Hospitals as Total Institutions: Bureaucratic Control vs Patients' Psychological Needs (14457)
  

  Author: Dana Yagil – U. of Haifa

  Author: Smadar Weinstein – -
• 09:45 – 11:15 CT (GMT-5/UTC-5)

  1282: Downstream Effects of Hospital Staff Emotional Exhaustion and the Moderation of Patient Orientation (14457)
  

  Author: Helena Nguyen – U. Of Sydney

  Author: Joseph Carpini – U. of Western Australia

  Author: Anya Madeleine Johnson – U. Of Sydney

  Author: Aleksandra Luksyte – U. of Western Australia
• 09:45 – 11:15 CT (GMT-5/UTC-5)

  1282: A Gender Discrimination Perspective on Customers' Perceived Customer Orientation and Incivility (14457)
  

  Author: Rajiv Amarnani – U. of Western Australia

  Author: Yumeng Yue – U. of Edinburgh business school
• 09:45 – 11:15 CT (GMT-5/UTC-5)

  1282: The Evolution of Research on Frontline Employee Experiences and Responses to Customer Mistreatment (14457)
  

  Author: Su Kyung Kim – U. of Manitoba

  Author: David Douglas Walker – U. of British Columbia