A systematic review of flexible working arrangements for frontline workforce: challenges, benefits and implications

Purpose This study aims to identify, systematically analyse and synthesise existing literature to explore the benefits, challenges and strategies of flexible work policies for the frontline workforce. Although flexible work arrangements (FWAs) have been extensively researched for knowledge workers, job-specific limitations make it difficult to apply them to frontline positions like manufacturing, retail, healthcare and education. Design/methodology/approach A systematic literature review in accordance with PRISMA principles, was conducted. ProQuest and EBSCO were used to find pertinent peer-reviewed papers published within the year range of 2014–2024. Based on predetermined inclusion criteria, selected papers underwent qualitative content analysis. A total of 71 empirical and nonempirical studies published across 35 journals were synthesised. Findings Increased employee retention and loyalty, improved productivity and engagement, cost efficiency, positive organisational culture and improved well-being due to better work–life balance are some of the main benefits. Significant obstacles still exist, including scheduling problems, operational difficulties, resource constraints, service quality issues, increased supervision and challenges in crisis management. Effective FWA strategies like flexible work scheduling, use of digital and remote work tools, training of managers and staff and providing autonomy in work scheduling were identified. Practical implications The results emphasise the necessity of customised strategies that strike a balance between worker welfare and operational effectiveness that offers a sustainable path to improved workforce stability and organisational resilience. Originality/value Amidst the evolving workplace landscape and the growing prevalence of flexible work options, this article aims to deepen the understanding of how FWAs can be effectively implemented for the frontline workforce.