Bridging Two Tales of Engagement: An Initial Meta-Analytic Review of Employee and Customer Engagement in Frontline Employee Research

摘要

This research seeks to investigate the extent to which FLE performance serves as a mediating link between FLE engagement and customer engagement in frontline service contexts.Meta-analytic procedures are utilized to ascertain the magnitude of the relationship between FLE engagement and frontline employee(FLE)performance and between FLE performance and CE behaviors.The meta-analysis was conducted based on 35 independent samples linking FLE engagement and FLE performance and 14 independent samples linking FLE performance and CE,yielding 13 effect size estimates.