2024 Organizational Frontlines Research Pre-Conference

Introductions and Welcome

Speakers:

• Colleen Harmeling | Florida State University
• Clay Voorhees | University of Alabama

Executive Perspectives on Disruptive Times

Presentations:

“The Evolving Workforce”

Kevin McCall | Market Vice President, Kforce Inc.

Discussants:

• Colleen Harmeling | Florida State University
• Clay Voorhees | University of Alabama

Lightning Talks

Presentations:

“How leaders can stimulate customer complaint forwarding by professionally developing and empowering employees”
Zofia Hartl | Seeburg Castle University, Clemens Hutzinger | Seeburg Castle University, Jaywant Singh | University of Southampton, Benedetta Crisafulli | Birkbeck University of London, Wolfgang Weitzl | University of Applied Sciences Upper Austria

“Exploring Racial Inequities Among Blood Donors: Quantifying Lives Saved, Donor Attrition, and Firm Revenue”
Riley Krotz | Florida State University

“Minimizing Bias in Front-Line Research”
Lisa Scheer | University of Missouri

“Aesthetics & Design in Retail Frontline”
Courtney Szocs | Pennsylvania State University

Discussants:

• Kevin McCall | Market Vice President, Kforce, Inc.

Lightning Talks

Presentations:

“Navigating Frontline Employee Dilemmas Regarding Customer’s Deviant Behavior Policy Enforcement”
Kris Lindsey Hall | Louisiana State University, Susana Jaramillo | University of Memphis, Patrick Fennell | Kennesaw State University, Melanie Lorenz | Florida Atlantic University

“Algorithms and Smart Technologies For Firm-Consumer Interactions”
Dip Biswas | University of South Florida

“Unintended consequences of restricting influencer-follower interactions: A platform frontline perspective”
Andrew Crecelius | Iowa State University

“Great Job, Human! When Robot Feedback is Important”
Stephanie Noble | University of Tennessee, Jana Holthower | University of Groningen, Jenny van Doorn | University of Groningen, and Jessica Barfield | University of Tennessee

Discussants:

• Todd Arnold | Oklahoma State University

Dinner Reception

OFR/YOUNG SCHOLAR RESEARCH COMPETITION AWARD CEREMONY
Sponsored by Arizona State University, Case Western Reserve University, Florida State University, Oklahoma State University, Texas A&M University, the University of Alabama, University of Nebraska, and the University of Virginia

Breakfast

Sponsored by Florida State University

Re-Group and Discussion of OFR Initiatives and Agenda for the Day

Speakers:

• Colleen Harmeling | Florida State University
• Clay Voorhees | University of Alabama

Young Scholar Finalists’ Presentations

Presentations:

“Identifying Red Flags for Frontline Salespeople’s Non-Compliance: Insight from Big Data and Machine Learning”
Nora Popping | Ruhr University Bochum 
Sascha Alavi | University of Oldenburg
Maximilian Frieß | LMU Munich School of Management
Christian Schmitz | Ruhr University, Bochum

“Extended Reality in B2B Sales Processes: A Conceptualization of Extended Reality Technology Implementation Along the B2B Customer Decision Journey”
Janina Riether | University of Manheim
Christian Homburg | University of Mannheim
Robin-Christopher M. Ruhnau | Catholic University Eichstätt-Ingolstadt

Almost There, But Not Quite: How Marginally Missing Sales Quotas Increase Turnover”
Aprit Agrawal | University of Houston
Michael Ahearne | University of Houston
Yashar Atefi | University of Denver
Johannes Habel | University of Houston

Young Scholar Breakouts

Frontlines in Change: An Executive Perspective

Presentations:
“The Science of Service in Healthcare”
Lara Klick | Vice President of Patient Experience, Tampa General Hospital

“Managing the Frontline of Food Service”
Tony Menendez | Owner-Operator, Chick-fil-A

Discussants:

• Q&A moderated by Jagdip Singh | Case Western University

Closing Comments and Special Session Reminder

Speakers:

• Colleen Harmeling | Florida State University
• Clay Voorhees | University of Alabama

OFR/AMA Winter Academic Conference Sessions

• 1:00 p.m. – 2:15 p.m. | Resilience on the Organizational Frontline: Academic Perspectives
• 2:30 p.m. – 3:45 p.m. | Resilience on the Organizational Frontline: Executive Perspectives

You must be registered for the 2024 AMA Winter Academic Conference to participate.

OFR/AMA Winter Academic Conference Sessions Continued

• 4:00 p.m. – 5:30 p.m. | OFR-RMSIG: Joint Special Session

You must be registered for the 2024 AMA Winter Academic Conference to participate.