Workplace wellness initiatives and service quality in customer-facing industries: A systematic review

Abstract

Background: In competitive service environments, employee well-being is a critical driver of customer experience and organisational performance in customer-facing industries.
Aim: This study systematically reviewed existing literature to examine how workplace wellness initiatives influence employees and, in turn, service quality outcomes such as customer satisfaction, loyalty, and organisational performance, addressing a gap in synthesised research.
Setting: Studies published in English between 2015 and 2025 that examined the impact of workplace well-being initiatives on employees in customer-facing industries (including hospitality and tourism, retail and financial services), how these initiatives influenced employee well-being and the subsequent effects on customer-related outcomes, particularly perceptions of service quality.
Method: A systematic review was conducted using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) 2020 framework. A search across nine databases yielded 1199 records, with seven empirical studies meeting the inclusion criteria. Studies were assessed using the Grading of Recommendations, Assessment, Development and Evaluation (GRADE) framework, and findings were synthesised using a six-step thematic analysis approach.
Results: Wellness initiatives such as service-oriented job crafting, supervisor support, holistic wellness programmes and corporate social responsibility (CSR)-framed interventions were positively linked to higher job satisfaction, engagement and lower turnover intentions, supporting improved service delivery. Research was largely concentrated in the hospitality industry, with limited insights from other sectors and customer perspectives.
Conclusion: Workplace wellness initiatives are strategic enablers of employee well-being and service quality.
Contribution: Holistic, values-aligned initiatives implemented over time foster engagement, retention, and consistent service delivery, highlighting their essential role in achieving service excellence across customer-facing industries.