The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
The Future of Frontline Research: Invited Commentaries
Open accessAbstract
This article contains a set of six invited commentaries written by leading scholars, expressing varied perspectives on the future of frontline research and on the frontline domain itself. The article accompanies the Journal of Service Research special issue on organizational frontlines. In their commentaries, the authors share insightful views on areas of personal interest ranging from employee emotion and customer relationship building to the effect of technology and its implementation at the organizational frontline. Included within each commentary are managerial insights and suggestions for needed research in the highlighted area.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
Self-citationPrivacy in the Digital Age: a Review of Information Privacy Research in Information Systems1
Bélanger, F., & Crossler, R. E. (2011) · MIS Quarterly · doi:10.2307/41409971 · Cited by 1,339
A Process Model of the Formation of Spatial Presence Experiences
Wirth, W., Hartmann, T., Böcking, S., Vorderer, P., Klimmt, C., Schramm, H., Saari, T., Laarni, J., Ravaja, N., Gouveia, F. R., et al. (2007) · Media Psychology · doi:10.1080/15213260701283079 · Cited by 893
Aguirre, E., Mahr, D., Grewal, D., de Ruyter, K., & Wetzels, M. (2015) · Journal of Retailing · doi:10.1016/j.jretai.2014.09.005 · Cited by 868
Self-citationHuang, T.-L., & Liao, S. (2015) · Electronic Commerce Research · doi:10.1007/s10660-014-9163-2 · Cited by 476
Reading people’s minds from emotion expressions in interdependent decision making.
de Melo, C. M., Carnevale, P. J., Read, S. J., & Gratch, J. (2014) · Journal of Personality and Social Psychology · doi:10.1037/a0034251 · Cited by 260
On being happy and gullible: Mood effects on skepticism and the detection of deception
Forgas, J. P., & East, R. (2008) · Journal of Experimental Social Psychology · doi:10.1016/j.jesp.2008.04.010 · Cited by 247
Cited by
Artificial intelligence in service
Huang, M.-H., & Rust, R. T. (2018) · Journal of Service Research · doi:10.1177/1094670517752459 · Cited by 3,978
Self-citationBrave new world: service robots in the frontline
Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0119 · Cited by 2,315
Engaged to a Robot? The Role of AI in Service
Huang, M.-H., & Rust, R. T. (2021) · Journal of Service Research · doi:10.1177/1094670520902266 · Cited by 1,185
Self-citationGeneration Z consumers’ expectations of interactions in smart retailing: A future agenda
Priporas, C.-V., Stylos, N., & Fotiadis, A. K. (2017) · Computers in Human Behavior · doi:10.1016/j.chb.2017.01.058 · Cited by 838
Hilken, T., de Ruyter, K., Chylinski, M., Mahr, D., & Keeling, D. I. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0541-x · Cited by 693
Metadata
- Authors
- Rafaeli, A., Altman, D., Gremler, D. D., Huang, M.-H., Grewal, D., Iyer, B., Parasuraman, A., & de Ruyter, K.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2016-11-17
- Volume
- 20
- Issue
- 1
- Pages
- 91-99
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2767537599
- Cited by
- 184
- References
- 7
- FWCI
- 44.78
- Type
- journal article
- Language
- en
- Open access
- green
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: The Future of Frontline Research: Invited Commentaries. https://app.cochat.ai/papers/10.1177/1094670516679275
- The paper
- Rafaeli, A., Altman, D., Gremler, D. D., Huang, M.-H., Grewal, D., Iyer, B., Parasuraman, A., & de Ruyter, K. (2017). The Future of Frontline Research: Invited Commentaries. Journal of Service Research. https://doi.org/10.1177/1094670516679275
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
