Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2021-4-215
Andrea Fischbach, B. Schneider
This special issue introduces new perspectives on emotional labor in the service context. That is, while service work has been a focus of much of the emotional labor research world, explication of the context in which that service work occurs (including the customers served, the leadership of those who serve, and the larger organizational context) has not received much attention. In addition, the emotional labor of customers has also not been much explored. The papers included in this special issue explore these issues from the viewpoints of both the fields of organizational behavior and services management; they consider emotional labor from both employees’ and customers’ perspectives; and they explore the outcomes of emotional labor in ways that signal the common human experiences of people when in interaction with each other. Together, these papers offer new insights on emotional labor by translating service characteristics and service leadership into attitudes and experiences of service workers and customers, their behaviors and emotions, and ultimately into their health and wellbeing. This introduction provides a series of lenses useful for interpreting the papers in this special issue. We hope that the depth and diversity of new directions for emotional labor research and practice that are suggested by this special issue will inspire many researchers and practitioners navigating this world to provide both understanding of it and further the health and well-being of those involved in it.
{"title":"New Vantage Points on Emotional Labor and Its Service Context: An Introduction to the Emotional Labor and Service Special Issue","authors":"Andrea Fischbach, B. Schneider","doi":"10.15358/2511-8676-2021-4-215","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-4-215","url":null,"abstract":"This special issue introduces new perspectives on emotional labor in the service context. That is, while service work has been a focus of much of the emotional labor research world, explication of the context in which that service work occurs (including the customers served, the leadership of those who serve, and the larger organizational context) has not received much attention. In addition, the emotional labor of customers has also not been much explored. The papers included in this special issue explore these issues from the viewpoints of both the fields of organizational behavior and services management; they consider emotional labor from both employees’ and customers’ perspectives; and they explore the outcomes of emotional labor in ways that signal the common human experiences of people when in interaction with each other. Together, these papers offer new insights on emotional labor by translating service characteristics and service leadership into attitudes and experiences of service workers and customers, their behaviors and emotions, and ultimately into their health and wellbeing. This introduction provides a series of lenses useful for interpreting the papers in this special issue. We hope that the depth and diversity of new directions for emotional labor research and practice that are suggested by this special issue will inspire many researchers and practitioners navigating this world to provide both understanding of it and further the health and well-being of those involved in it.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129075617","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2020-1-3
Stefanie Paluch, Jochen Wirtz
We believe that our economies are facing a turning point in history similar to the industrial revolution in manufacturing that started in the 18th century. Rapidly improving technologies become smarter, more powerful, smaller, lighter and cheaper. These include sensors, cameras, speech processing, image processing, biometrics, analytics, mobile and cloud technologies, geo-tagging and more, and they are increasingly powered by artificial intelligence (AI). Together, we firmly believe that these technologies will transform virtually all service sectors. Especially the advent of service robotics (virtual and physical service robots) in combination with these technologies will lead to rapid innovation that has the potential to dramatically improve the customer experience, service quality, and productivity all at the same time (Wirtz and Zeithaml 2018). Automated service interactions enable individually tailored, more efficient as well as effective services. Furthermore, they free up employees’ time for more inter-personal, creative, and complex service activities (Huang and Rust 2018). And these technologies allow scalable service offerings at virtually zero incremental costs (Wirtz et al 2019).
我们认为，我们的经济正面临一个历史转折点，类似于18世纪开始的制造业工业革命。快速改进的技术变得更智能、更强大、更小、更轻、更便宜。这些包括传感器、摄像头、语音处理、图像处理、生物识别、分析、移动和云技术、地理标记等，它们越来越多地受到人工智能(AI)的支持。我们坚信，这些技术将改变几乎所有的服务行业。尤其是服务机器人(虚拟和物理服务机器人)的出现，与这些技术相结合，将导致快速创新，有可能同时显著改善客户体验、服务质量和生产力(Wirtz和Zeithaml 2018)。自动化的服务交互支持个性化定制、更高效、更有效的服务。此外，它们还为员工腾出了更多的时间，用于更多的人际交往、创造性和复杂的服务活动(Huang and Rust 2018)。这些技术允许以几乎为零的增量成本提供可扩展的服务(Wirtz et al 2019)。
{"title":"Artificial Intelligence and Robots in the Service Encounter","authors":"Stefanie Paluch, Jochen Wirtz","doi":"10.15358/2511-8676-2020-1-3","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-1-3","url":null,"abstract":"We believe that our economies are facing a turning point in history similar to the industrial revolution in manufacturing that started in the 18th century. Rapidly improving technologies become smarter, more powerful, smaller, lighter and cheaper. These include sensors, cameras, speech processing, image processing, biometrics, analytics, mobile and cloud technologies, geo-tagging and more, and they are increasingly powered by artificial intelligence (AI). Together, we firmly believe that these technologies will transform virtually all service sectors. Especially the advent of service robotics (virtual and physical service robots) in combination with these technologies will lead to rapid innovation that has the potential to dramatically improve the customer experience, service quality, and productivity all at the same time (Wirtz and Zeithaml 2018). Automated service interactions enable individually tailored, more efficient as well as effective services. Furthermore, they free up employees’ time for more inter-personal, creative, and complex service activities (Huang and Rust 2018). And these technologies allow scalable service offerings at virtually zero incremental costs (Wirtz et al 2019).","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121630029","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2023-2-68
M. Kleinaltenkamp
In May 1993, Werner H. Engelhardt, Michael Kleinaltenkamp, and Martin Reckenfelderbäumer published the paper “Leistungsbündel als Absatzobjekte – Ein Ansatz zur Überwindung der Dichotomie von Sach- und Dienstleistungen” (Products as Bundles of Processes and Outcomes—An Approach to Overcome the Dichotomy between Goods and Services) in Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung (ZfbF). This paper laid the foundation for the resources–processes–outcomes (RPO) approach (“Leistungslehre”). To date, the work remains one of the most-cited German-language articles in business research. The current article presents the RPO approach’s basic ideas and essential concepts. Furthermore, this article critically reflects on the approach’s contributions from a current perspective. This discussion includes a comparison with more recently developed ideas about the service-dominant (S-D) logic and the service logic that have addressed related issues like the integration of customer and supplier resources and the connected interactions.
1993年5月，Werner H. Engelhardt, Michael Kleinaltenkamp和Martin Reckenfelderbäumer在schmalenbach Zeitschrift fr betriebswirtschaftliche Forschung (ZfbF)上发表了论文“leistungsb ndel als Absatzobjekte - Ein Ansatz zur Überwindung der Dichotomie von Sach- und Dienstleistungen”(产品作为过程和结果的捆绑-克服商品和服务之间的两分法的方法)。本文为资源-过程-结果(RPO)方法奠定了基础(Leistungslehre)。迄今为止，这本书仍然是商业研究中被引用最多的德语文章之一。本文介绍了RPO方法的基本思想和基本概念。此外，本文从当前的角度批判性地反思了该方法的贡献。本讨论包括比较最近发展的关于服务主导(S-D)逻辑和服务逻辑的思想，服务逻辑解决了诸如客户和供应商资源的集成以及连接的交互等相关问题。
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Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-1-28
Bernd Marcus, Jule Heibrock
Trends in personnel management of frontline employees’ (FLEs) imply that “soft skills” related to personality may be hardest to replace by technological advancements and, thus, become increasingly important. Building on the five-factor model (FFM) of personality, the present research therefore aimed at clarifying meta-analytically the role of personality for explaining FLEs’ job performance. Analyses covered 31 to 55 studies per FFM dimension (N = 6,514 to 10,139). It was found that all five dimensions showed moderate and generalizable relations either to subjectively, or to objectively, measured performance in sales jobs, whereas results were more mixed in non-sales jobs. We also found some evidence of positive time trends of validities. Theoretical and managerial implications include shifting the focus to (1) narrower and more job-related traits, (2) identifying more homogeneous clusters of non-sales jobs, (3) studying more complex personality performance relations, and (4) further monitoring time trends related to technological changes.
{"title":"Personality and Job Performance of Frontline Employees: A Meta-Analytic Review","authors":"Bernd Marcus, Jule Heibrock","doi":"10.5771/2511-8676-2022-1-28","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-1-28","url":null,"abstract":"Trends in personnel management of frontline employees’ (FLEs) imply that “soft skills” related to personality may be hardest to replace by technological advancements and, thus, become increasingly important. Building on the five-factor model (FFM) of personality, the present research therefore aimed at clarifying meta-analytically the role of personality for explaining FLEs’ job performance. Analyses covered 31 to 55 studies per FFM dimension (N = 6,514 to 10,139). It was found that all five dimensions showed moderate and generalizable relations either to subjectively, or to objectively, measured performance in sales jobs, whereas results were more mixed in non-sales jobs. We also found some evidence of positive time trends of validities. Theoretical and managerial implications include shifting the focus to (1) narrower and more job-related traits, (2) identifying more homogeneous clusters of non-sales jobs, (3) studying more complex personality performance relations, and (4) further monitoring time trends related to technological changes.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"162 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122638292","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-2-118
Stephanie Haager, M. Büttgen, Zelal Ates, Jan H. Schumann
Prior customer participation research has mostly focused on its positive effects and largely neglected potential negative outcomes. However, customer participation might be stressful and such customer participation stress (CPS) may have negative consequences on customers’ perceptions and behavior during the service process. This research extends previous research by investigating the stressors within the actual customer participation process as well as its negative effects. Based on a critical incident study, the authors develop a comprehensive model of CPS by adjusting the job demands-resources (JD-R) model to the customer participation context. The authors test the model with data from German retail banks’ customers (N=522). The results confirm that customers experience CPS. The adapted JDR model explains this stress, show that participation demands increase and participation resources reduce CPS. In contrast with prior research, we did not find that social support buffers but even enhances the negative effects of participation demands on CPS. Findings moreover reveal that CPS impairs customer participation. Managers can use these findings to improve their customer participation strategies according to CPS and its drivers.
{"title":"Customer Participation Stress In Service Encounters: Developing A Customer Participation Demands–Resources Model","authors":"Stephanie Haager, M. Büttgen, Zelal Ates, Jan H. Schumann","doi":"10.5771/2511-8676-2022-2-118","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-2-118","url":null,"abstract":"Prior customer participation research has mostly focused on its positive effects and largely neglected potential negative outcomes. However, customer participation might be stressful and such customer participation stress (CPS) may have negative consequences on customers’ perceptions and behavior during the service process. This research extends previous research by investigating the stressors within the actual customer participation process as well as its negative effects. Based on a critical incident study, the authors develop a comprehensive model of CPS by adjusting the job demands-resources (JD-R) model to the customer participation context. The authors test the model with data from German retail banks’ customers (N=522). The results confirm that customers experience CPS. The adapted JDR model explains this stress, show that participation demands increase and participation resources reduce CPS. In contrast with prior research, we did not find that social support buffers but even enhances the negative effects of participation demands on CPS. Findings moreover reveal that CPS impairs customer participation. Managers can use these findings to improve their customer participation strategies according to CPS and its drivers.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127711814","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.5771/2511-8676-2022-3-204
Rodi Akalan, Eva Böhm, Andreas Eggert
Manufacturers are increasingly shifting their strategic focus from products to services to create customer value and defend a competitive edge in the marketplace. The transition process from product- to service-centric logic is referred to as servitization. Despite a large and growing body of academic literature, we are missing a descriptive view on the current state and the varying transition trajectories towards servitization in manufacturing industries. Against this backdrop, we provide a comprehensive empirical analysis of the servitization process in the U.S. manufacturing industry over the last 10 years. Using a unique panel dataset of 1,381 U.S. manufacturers, we draw a pronounced picture of firms’ servitization trajectories. Our descriptive results establish servitization as an ongoing trend in several sectors of the manufacturing industry. The commercial machinery and electronic equipment sectors put the strongest emphasis on services, while services play only a minor role in the chemical products sector. Moreover, we distinguish different service types and reveal their specific role in the servitization process. Product-oriented services, such as maintenance and repair services, have reached a high yet saturated level of strategic importance; customer-oriented services, such as systems and solutions, have become the major focus of the ongoing servitization process. A fine-grained analysis reveals considerable differences between large and medium-sized enterprises. These insights help managers to benchmark and improve their servitization strategy.
{"title":"Servitization in the Manufacturing Industry: Where Do We Stand? Where Do We Come From?","authors":"Rodi Akalan, Eva Böhm, Andreas Eggert","doi":"10.5771/2511-8676-2022-3-204","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-3-204","url":null,"abstract":"Manufacturers are increasingly shifting their strategic focus from products to services to create customer value and defend a competitive edge in the marketplace. The transition process from product- to service-centric logic is referred to as servitization. Despite a large and growing body of academic literature, we are missing a descriptive view on the current state and the varying transition trajectories towards servitization in manufacturing industries. Against this backdrop, we provide a comprehensive empirical analysis of the servitization process in the U.S. manufacturing industry over the last 10 years. Using a unique panel dataset of 1,381 U.S. manufacturers, we draw a pronounced picture of firms’ servitization trajectories. Our descriptive results establish servitization as an ongoing trend in several sectors of the manufacturing industry. The commercial machinery and electronic equipment sectors put the strongest emphasis on services, while services play only a minor role in the chemical products sector. Moreover, we distinguish different service types and reveal their specific role in the servitization process. Product-oriented services, such as maintenance and repair services, have reached a high yet saturated level of strategic importance; customer-oriented services, such as systems and solutions, have become the major focus of the ongoing servitization process. A fine-grained analysis reveals considerable differences between large and medium-sized enterprises. These insights help managers to benchmark and improve their servitization strategy.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129888911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-3-109
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2019-3-109","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-3-109","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127745093","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee outcomes. Results from 701 employees and 117 managers from 117 branches of a real-estate company in Taiwan showed that deep acting exhibited a higher consistency and agreement at the unit level than surface acting. Further, we found that unit LMX was positively related to unit employee deep acting, and that LMX differentiation moderated the effect of unit LMX on surface acting in such a way that the relationship was more negative when LMX differentiation was high. In addition, unit surface acting was negatively related to supervisor-rated employee customer-oriented behavior and positively related to employee somatic symptoms.
{"title":"The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study","authors":"Ying Hong, Hui Liao, Aichia Chuang, Yuann-Jun Liaw","doi":"10.15358/2511-8676-2021-4-256","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-4-256","url":null,"abstract":"Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee outcomes. Results from 701 employees and 117 managers from 117 branches of a real-estate company in Taiwan showed that deep acting exhibited a higher consistency and agreement at the unit level than surface acting. Further, we found that unit LMX was positively related to unit employee deep acting, and that LMX differentiation moderated the effect of unit LMX on surface acting in such a way that the relationship was more negative when LMX differentiation was high. In addition, unit surface acting was negatively related to supervisor-rated employee customer-oriented behavior and positively related to employee somatic symptoms.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"11 10","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"113968321","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2020-1-1
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2020-1-1","DOIUrl":"https://doi.org/10.15358/2511-8676-2020-1-1","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115769830","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.15358/2511-8676-2019-2-49
{"title":"Titelei/Inhaltsverzeichnis","authors":"","doi":"10.15358/2511-8676-2019-2-49","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-2-49","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122208378","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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