CACTUS CACTUS J Tour Bus Manag Econ CACTUS – Journal of Tourism Business, Management and Economics 2247-3297 ASE Publishing House Bucharest, Romania cactus-2012-2 Research Article Poising Frontline Service Providers for Success: An Integrative Review and Future Directions Magnini Vincent https://orcid.org/0000-0003-4141-6419 magninivp@longwood.edu Pamplin College of Business, Virginia Tech University, USA 15 6 2012 5 1 1562012 Copyright © 2012, The Author(s) 2012 The Author(s) This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0). https://creativecommons.org/licenses/by-nc/4.0/

It has long been understood that frontline employees are a critical marketing tool in hospitality and tourism businesses. In fact, empirical research indicates that consumers often perceive the frontline employees with whom they interact as the company itself (Mohr and Henson, 1996). Due to the pivotal roles of these frontline employees, a growing corpus of research examines how to be select, train, motivate, and manage these individuals. This article synthesizes research from diverse disciplines to provide an up-to-date synopsis of these areas.

Keywords Customer Service; Frontline; Motivation; Recruiting; Training

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