A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research
ISSN: 1757-5818
Article publication date: 24 November 2023
Issue publication date: 1 December 2023
Abstract
Purpose
The purpose of this manuscript is to provide a step-by-step primer on systematic and meta-analytic reviews across the service field, to systematically analyze the quality of meta-analytic reporting in the service domain, to provide detailed protocols authors may follow when conducting and reporting these analyses and to offer recommendations for future service meta-analyses.
Design/methodology/approach
Eligible frontline service-related meta-analyses published through May 2021 were identified for inclusion (k = 33) through a systematic search of Academic Search Complete, PsycINFO, Business Source Complete, Web of Science, Google Scholar and specific service journals using search terms related to service and meta-analyses.
Findings
An analysis of the existing meta-analyses within the service field, while often providing high-quality results, revealed that the quality of the reporting can be improved in several ways to enhance the replicability of published meta-analyses in the service domain.
Practical implications
This research employs a question-and-answer approach to provide a substantive guide for both properly conducting and properly reporting high-quality meta-analytic research in the service field for scholars at various levels of experience.
Originality/value
This work aggregates best practices from diverse disciplines to create a comprehensive checklist of protocols for conducting and reporting high-quality service meta-analyses while providing additional resources for further exploration.
Keywords
Acknowledgements
The ideas developed in this manuscript originated at the Interdisciplinary Service Management Research Forum (ISMRF) hosted by the Northern Illinois University (NIU) College of Business and the Journal of Service Management. This research was supported by the Management Department at the NIU College of Business and the Marketing Department at the E.J. Ourso College of Business at Louisiana State University. The authors are grateful for the support and guidance of the Special Issue Editors, especially Helena Nguyen and Mahesh Subramony, who provided thoughtful feedback throughout the process as well as for the two anonymous reviewers that contributed to the development of the manuscript. The authors would also like to acknowledge Candice Marti and Qiuli Su for their support roles in developing this manuscript. The first two authors contributed equally to this research effort.
Citation
Lindsey-Hall, K.K., Michel, E.J., Kepes, S., Qi, J.(M)., Weinzimmer, L.G., Wheeler, A.R. and Leon, M.R. (2023), "A Q&A primer and systematic review of meta-analytic reporting in organizational frontline service research", Journal of Service Management, Vol. 34 No. 5, pp. 995-1020. https://doi.org/10.1108/JOSM-07-2022-0229
Publisher
:Emerald Publishing Limited
Copyright © 2023, Emerald Publishing Limited