The Organizational Frontlines Interest Group is pleased to announce the Winners of the 2021 Young Scholar Research Competition (on February 18th, 10.00-11.00am CST) and “Frontlines in Crisis” Research Competition (11.30-12.30pm CST).

All are invited to attend the pre-AMA Virtual Sessions to learn more about the winning papers!

Zoom Link
Meeting ID: 959 3485 8849; Passcode: 495805 

SESSION 1: Young Scholar Research Award – Winner Presentations

Chair: Todd Arnold, OSU)
Discussants: Bitty Balducci (Washington State), Sterling Bone (Utah State), Andrew Crecelius (Iowa State) and Martin Mende (Florida State)
– “Who’s In Control: How Default Tip Levels Influence Customer’s Emotions and Engagement” by Nathan Warren (University of Oregon), Sara Hanson (University of Richmond), and Hong Yuan (University of Oregon)
– “The Complex Nature of Customer Orientation in Boundary Spanning Roles: An Investigation of Depletion, Customer Depersonalization and Shirking Behavior,” by Jonathan Beck (Boston College), Clay Voorhees (University of Alabama), and Carol L. Esmark Jones (University of Alabama)
– “Defining, Measuring and Managing Networked Customer Experience: A Multi-Method Study of Mobile Payment Apps in Retail Settings,” by Nandini Nim (Georgia State University) and V. Kumar (ISB)

SESSION 2: Frontlines in Crisis Competition – Winner Presentations

Chair: Jagdip Singh (Case)
Discussants: Mike Ahearne (Houston), Mike Brady (Florida State), Mark Houston (TCU), John Rudd (Warwick), Ravi Sohi (Nebraska)
– “Stopping the Spread: The Role of Blame Attributions and Frontline Staff Measures in Curbing C2C Misbehavior Contagion,” by Ilias Danatzis (King’s College London), Jana Moller (Freie University Berlin)
– “Customer-Salesperson Relationships in Times of Crisis: A Power-Dependency Perspective,” by Claire Cardy (Warwick Business School) and Johannes Habel (University of Houston)
– “Which Type of AI Solutions Prove Useful During Crisis? Evidence from the COVID-19 Pandemic,” by Linda Alkire (Texas State University), Yashar Atefi (University of Denver), Kaushik Jayaram (University of Georgia) and Irene Nahm (University of Minnesota)

We look forward to seeing many of you.
2021 OFR Co-Chairs Detelina Marinova and Trey Maxham 

Photo credit: Giorgio Trovato