The Dark Side of Frontline Work
What happens when frontline staff influence more than just the customer experience?
Associate Professor Selma Kadic-Maglajlic examines the darker side of frontline staff behaviour – and shows how it can shape trust, decision-making and outcomes within organisations and society.
Practical information
Solbjerg Plads 3
2000 Frederiksberg
About the talk
In this talk, Selma Kadic-Maglajlic, associate professor at the Department of Marketing & recipient of the 2026 DSEB Research Award, will discuss how frontline employees shape customer experiences, organizational outcomes, and public trust.
The talk presents research on the dark side of frontline characteristics, focusing on xenophobia, neuroticism, and corruption in service employees. We discuss how individual traits interact with job environments to produce biased, unethical, and harmful behaviors - and what this means for organizations, managers, and policy makers.
This event is part of CBS Library and Academic Services' celebration of CBS research, and it contributes to the CBS research dissemination efforts.