Michel van der Borgh
Papers
1
Total Citations
78
H-Index
1
About
Michel van der Borgh is a leading scholar in service management and organizational behavior, with a particular focus on frontline employee dynamics and cross-cultural marketing. His most-cited work, a 2020 meta-analysis on frontline employees’ role behavior, synthesizes decades of empirical research to clarify how in-role and extra-role behaviors are shaped by national culture. With 78 citations, this study reveals critical cultural moderators that explain previously inconsistent findings across global contexts, offering actionable insights for multinational firms managing diverse service teams. Van der Borgh’s research bridges micro-level employee psychology with macro-level cultural frameworks, advancing theoretical understanding of role performance while providing practical guidance for customer-facing organizations. His work is widely recognized for its methodological rigor and real-world relevance, making him a key voice in understanding how cultural nuances influence service excellence. Through his meta-analytic contributions, van der Borgh has helped reshape how scholars and practitioners approach frontline behavior, highlighting the importance of context in driving employee and customer outcomes.
Research Focus
Key Achievements
Top Papers
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