Purpose: Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes. Design/methodology/approach: This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced. Findings: The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation. Originality/value: This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.

中文翻译：

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一线员工的健康：互动心理学的观点

目的：员工健康对于创建高质量的员工与客户互动至关重要，但是一线服务人员（FLSW）通常不会参与健康计划或从中受益。本文旨在从概念上模拟组织和员工因素对影响FLSW参与健康计划的互动影响，并就服务组织如何增强健康行为和结果提供建议。设计/方法/方法：本文以古典和现代管理理论为基础，以找出有关员工和公司如何与健康互动的知识方面的重要空白。介绍了交互心理学，强调人（​​雇员）与情况（组织）健康取向之间的多方向交互。发现：本文通过强调员工与组织健康导向的相互作用，开发了可用于评估组织健康计划有效性的模型。该模型说明，通过与组织健康取向相匹配的积极健康取向，健康有效性同样依赖于雇员代理。原创性/价值：本文对评估工作场所健康计划有效性的主要方法提出了质疑，主张采用更人性化和代理的观点，而不是传统的以组织为中心的财政措施。该模型说明，通过与组织健康取向相匹配的积极健康取向，健康有效性同样依赖于雇员代理。原创性/价值：本文对评估工作场所健康计划有效性的主要方法提出了质疑，主张采用更人性化和代理的观点，而不是传统的以组织为中心的财政措施。该模型说明，通过与组织健康取向相匹配的积极健康取向，健康有效性同样依赖于雇员代理。独创性/价值：本文对评估工作场所健康计划有效性的主要方法提出了质疑，认为该方法应更具人文主义和代理视角，而不是传统的以组织为中心的财政措施。