Special issue of the Journal of Service Research; Deadline 30 Sep 2021

POSTING TYPE: Calls: Journals

Author: Todd Arnold

Journal of Service Research announces a Special Issue/Section investigating…


(submit between June 1, 2021 and September 30, 2021)

The “Frontlines-in-Change” (FiCa) theme concerns the role of frontlines in leading change in times of disruption, crisis and transition. The theme is broadly construed to include issues that range from how frontlines involve critical capabilities in fast-changing environments to how frontlines navigate challenges of unprecedented market, social, and cultural disruptions.  Frontlines is the study of interactions and interfaces at the point-of-contact between an organization and its customers that promote, facilitate, or enable value creation and exchange. Frontlines may be human or machine or combinations thereof, and is not limited to the individual level analysis.

The “Frontlines-in-Change” (FiCa) theme advances several recent JSR initiatives:

  • Recent Editorials on Frontline Employees and Service Safety during the COVID-19 Pandemic.
  • A “Frontlines-in-Crisis” competition co-sponsored with the Organizational Frontlines Interest Group (due December 15, 2020). {Authors interested in submitting for the FiCa theme are encouraged to submit earlier versions of their work to the OFR research competition for review and feedback.}
  • A FiCa session (virtual) as part of the February 18, 2021 OFR symposium to provide a forum for interested authors to obtain feedback/discussion on the Special Issue/Section from JSR Editorial team.

Submissions to the special issue/section are…

  • accepted between June 1, 2021 and September 30, 2021.
  • open to all scholars in any discipline with service interest
  • open to conceptual and/or empirical contributions
  • open to any and multiple levels of analysis (e.g., individual, group, organizational, cultural)
  • scheduled to be processed on a “first accepted – first published” basis in consideration of the timeliness of the topic, and appear in a regular or dedicated issue of JSR depending on timing.

Possible FiCa topics may include but are not limited to frontline-driven change, innovation, resilience and revival in…

  • periods of pandemic, unrest, disruption, and/or crisis
  • the aftermath of acute disasters, such as mass shootings or natural disasters
  • challenges of food, water, climate and sustainability
  • access and provision of quality education, health care and security
  • public policy issues related to regulatory and societal change
  • for-profit and not-for-profit organizations
  • temporary and public service organizations
  • economic impact of frontline change

 Questions regarding submissions may be sent to either co-editor of this special issue/section:

Detelina Marinova –

Todd Arnold –