The Center for Services Leadership is a proud sponsor of the Young Scholar Research Competition and Awards presented at the annual Organizational Frontlines Research (OFR) Symposium held February 21-22, 2019 at the annual 2019 AMA Winter Educators’ Conference which was held February 22 – 24, 2019 in Austin, Texas.
Organizational Frontlines Research (OFR) 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. OFR includes sales and service interfaces as well as technological advances that are disrupting how organizations connect with their customers. The purpose of this symposium is to foster theoretical and empirical research in this emergent area.
The Young Scholar Awards are presented to students in the field who demonstrate excellence in frontlines service research. This year’s award winners and topics were:
The Aftermarket Benefits of Frontline Employees’ Transparency
Yashar Atefi – Louisiana State University
The Role of AI enabled Conversational Commerce in the Firm-Customer Interface
Kaushik Jayaram – University of Georgia
Optimizing Frontline Shift Composition for Increased Customer Satisfaction and Firm Performance
Amy Fehl – Oklahoma State University
Selling in the Age of New Organizational Frontlines
Mohsen Pourmasoudi – University of Houston
Congratulations to all of this year’s winners! Photos of the winners and presenters are below: