Mediating roles of frontline employees in transformative service processes

Abstract

Purpose This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users. Design/methodology/approach This paper is based on a case study of the development and implementation of a dementia village, and the data consist of documents, in-depth interviews and field observations. Findings The analysis identifies FLEs as mediators in six different roles. These roles highlight how FLEs perform as mediators, acting in between and for vulnerable users and thus supporting their well-being. Specifically, the roles explicate the mediating role of FLEs in the design and planning of transformative changes and in daily work practices. Practical implications The different mediating roles of FLEs presented here should inform care providers and managers of how employees can become assets for supporting vulnerable users’ well-being during the design and planning stages of transformative change and through daily service work. Originality/value This paper offers novel insights into the multifaceted roles of FLEs in transformative services. The findings add to the current debate on mediation in transformative services and contribute to the literature by extending and refining the established conceptual and empirical understandings of the role of transformative service mediators in consumers’ well-being.