PurposePrevious research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service. However, with the right service recovery strategy, it might be possible to reduce compensation size while maintaining happy customers. The aim of the current study is to test whether an anchoring technique can be used to achieve this goal.Design/methodology/approachAfter experiencing a service failure, participants were told that there is a standard size of the compensation for service failures. The size of this standard was different depending on condition. Thereafter, participants were asked how much they would demand to be satisfied with their customer experience.FindingsThe compensation demand was relatively high on average (1,000–1,400 SEK, ≈ $120). However, telling the participants that customers typically receive 200 SEK as compensation reduced their demand to about 800 SEK (Experiment 1)—an anchoring effect. Moreover, a precise anchoring point (a typical compensation of 247 SEK) generated a lower demand than rounded anchoring points, even when the rounded anchoring point was lower (200 SEK) than the precise counterpart (Experiment 2)—a precision effect.Implications/valueSetting a low compensation standard—yet allowing customers to actually receive compensations above the standard—can make customers more satisfied while also saving resources in demand-what-you-want service recovery situations, in particular when the compensation standard is a precise value.
{"title":"The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects","authors":"Nathalie Kron, Jesper Björkman, Peter Ek, Micael Pihlgren, Hanan Mazraeh, Benny Berggren, Patrik Sörqvist","doi":"10.1108/jstp-02-2023-0029","DOIUrl":"https://doi.org/10.1108/jstp-02-2023-0029","url":null,"abstract":"PurposePrevious research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service. However, with the right service recovery strategy, it might be possible to reduce compensation size while maintaining happy customers. The aim of the current study is to test whether an anchoring technique can be used to achieve this goal.Design/methodology/approachAfter experiencing a service failure, participants were told that there is a standard size of the compensation for service failures. The size of this standard was different depending on condition. Thereafter, participants were asked how much they would demand to be satisfied with their customer experience.FindingsThe compensation demand was relatively high on average (1,000–1,400 SEK, ≈ $120). However, telling the participants that customers typically receive 200 SEK as compensation reduced their demand to about 800 SEK (Experiment 1)—an anchoring effect. Moreover, a precise anchoring point (a typical compensation of 247 SEK) generated a lower demand than rounded anchoring points, even when the rounded anchoring point was lower (200 SEK) than the precise counterpart (Experiment 2)—a precision effect.Implications/valueSetting a low compensation standard—yet allowing customers to actually receive compensations above the standard—can make customers more satisfied while also saving resources in demand-what-you-want service recovery situations, in particular when the compensation standard is a precise value.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-08-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47401340","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-01DOI: 10.1108/jstp-08-2022-0171
Syed Aamir Ali Shah, M. Jajja, K. A. Chatha
PurposeUsing multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter's effect on service quality. The direct and moderating effect of service modularity on the association between customer education and effective CP is also studied.Design/methodology/approachCovariance-based structural equation modeling is used to test the hypotheses using the survey data collected from the healthcare industry within Pakistan.FindingsThe results lend support for the presence of individual and mutually reinforcing effects of customer education and service modularity on effective CP in service delivery, ultimately affecting service quality.Research limitations/implicationsBuilding on the CP and customer learning literature, this research extends the work on antecedents and consequences of effective CP in the larger domain of the service design and service delivery literature.Practical implicationsThe findings reveal that service managers should design services such that by design, CP is ingrained within service delivery processes so that it is effectively managed during service delivery for superior service quality.Originality/valueGiven the already scant research that has either taken a narrower view of CP (mostly in pre- or post-service delivery), the current research makes one of the initial attempts to identify, theorize and empirically test the service design level antecedents for holistic CP spanning over the physical, behavioral and informational participation during the service delivery.
{"title":"Antecedents and consequences of effective customer participation: the role of customer education and service modularity","authors":"Syed Aamir Ali Shah, M. Jajja, K. A. Chatha","doi":"10.1108/jstp-08-2022-0171","DOIUrl":"https://doi.org/10.1108/jstp-08-2022-0171","url":null,"abstract":"PurposeUsing multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter's effect on service quality. The direct and moderating effect of service modularity on the association between customer education and effective CP is also studied.Design/methodology/approachCovariance-based structural equation modeling is used to test the hypotheses using the survey data collected from the healthcare industry within Pakistan.FindingsThe results lend support for the presence of individual and mutually reinforcing effects of customer education and service modularity on effective CP in service delivery, ultimately affecting service quality.Research limitations/implicationsBuilding on the CP and customer learning literature, this research extends the work on antecedents and consequences of effective CP in the larger domain of the service design and service delivery literature.Practical implicationsThe findings reveal that service managers should design services such that by design, CP is ingrained within service delivery processes so that it is effectively managed during service delivery for superior service quality.Originality/valueGiven the already scant research that has either taken a narrower view of CP (mostly in pre- or post-service delivery), the current research makes one of the initial attempts to identify, theorize and empirically test the service design level antecedents for holistic CP spanning over the physical, behavioral and informational participation during the service delivery.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47877445","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-19DOI: 10.1108/jstp-09-2022-0196
Magnus Söderlund
PurposeService robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts, such violations are transgression of norms to which humans typically react negatively. This study examines if similar reactions occur when the transgressor is a robot. The main dependent variable was the overall evaluation of the robot.Design/methodology/approachService robot privacy violations were manipulated in a between-subjects experiment in which a human user interacted with an embodied humanoid robot in an office environment.FindingsThe results show that the robot's violations of human privacy attenuated the overall evaluation of the robot and that this effect was sequentially mediated by perceived robot morality and perceived robot humanness. Given that a similar reaction pattern would be expected when humans violate other humans' privacy, the present study offers evidence in support of the notion that humanlike non-humans can elicit responses similar to those elicited by real humans.Practical implicationsThe results imply that designers of service robots and managers in firms using such robots for providing service to employees should be concerned with restricting the potential for robots' privacy violation activities if the goal is to increase the acceptance of service robots in the habitat of humans.Originality/valueTo date, few empirical studies have examined reactions to service robots that violate privacy norms.
{"title":"Service robots and artificial morality: an examination of robot behavior that violates human privacy","authors":"Magnus Söderlund","doi":"10.1108/jstp-09-2022-0196","DOIUrl":"https://doi.org/10.1108/jstp-09-2022-0196","url":null,"abstract":"PurposeService robots are expected to become increasingly common, but the ways in which they can move around in an environment with humans, collect and store data about humans and share such data produce a potential for privacy violations. In human-to-human contexts, such violations are transgression of norms to which humans typically react negatively. This study examines if similar reactions occur when the transgressor is a robot. The main dependent variable was the overall evaluation of the robot.Design/methodology/approachService robot privacy violations were manipulated in a between-subjects experiment in which a human user interacted with an embodied humanoid robot in an office environment.FindingsThe results show that the robot's violations of human privacy attenuated the overall evaluation of the robot and that this effect was sequentially mediated by perceived robot morality and perceived robot humanness. Given that a similar reaction pattern would be expected when humans violate other humans' privacy, the present study offers evidence in support of the notion that humanlike non-humans can elicit responses similar to those elicited by real humans.Practical implicationsThe results imply that designers of service robots and managers in firms using such robots for providing service to employees should be concerned with restricting the potential for robots' privacy violation activities if the goal is to increase the acceptance of service robots in the habitat of humans.Originality/valueTo date, few empirical studies have examined reactions to service robots that violate privacy norms.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45281006","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-13DOI: 10.1108/jstp-10-2022-0229
Frederic Dreher, Tim Ströbel
PurposeThe aim of this paper is to gain insights from a case study into how gamified loyalty programs enable and facilitate value co-creation and what underlying purpose organizations pursue when engaging with members in such a program.Design/methodology/approachA multimethod approach is deployed consisting of an observational and an explorative study. The authors collaborate with adidas, one of the leading (sports) retailers in the world. A five-month netnographic study is conducted on the adiClub, the online loyalty program of adidas. Based on the findings of this first study, semi-structured in-depth interviews were conducted in a second study with adidas managers from diverse backgrounds currently involved in projects and day-to-day work related to the adiClub. The exclusive interview data provide further insights and help interpret and validate the netnographic observations.FindingsMost value co-creation studies on engagement platforms in marketing relate to social media, physical events or online forums. Based on the multimethod approach of this study, existing research is extended on how online loyalty programs enable and facilitate value co-creation. Furthermore, the authors identify the organizational purpose behind engaging in value co-creation practices along the social, economic and ecological dimensions.Practical implicationsThis case study offers implications for organizations on how online loyalty programs enable and facilitate value co-creation through gamification. In addition, it connects the value co-creation practices with the respective purpose that organizations pursue with related activities. Hence, it further enhances the knowledge and repertoire of managers for setting up and running gamified online loyalty programs.Originality/valueIncreased gamification driven by the advances of digital transformation enables and facilitates value co-creation, which initiates unprecedented digital sales potential for service organizations. Research about the digital transformation of value co-creation remains scarce. The authors seek to address this research gap by focusing on value co-creating activities within online loyalty programs.
{"title":"How gamified online loyalty programs enable and facilitate value co-creation: a case study within a sports-related service context","authors":"Frederic Dreher, Tim Ströbel","doi":"10.1108/jstp-10-2022-0229","DOIUrl":"https://doi.org/10.1108/jstp-10-2022-0229","url":null,"abstract":"PurposeThe aim of this paper is to gain insights from a case study into how gamified loyalty programs enable and facilitate value co-creation and what underlying purpose organizations pursue when engaging with members in such a program.Design/methodology/approachA multimethod approach is deployed consisting of an observational and an explorative study. The authors collaborate with adidas, one of the leading (sports) retailers in the world. A five-month netnographic study is conducted on the adiClub, the online loyalty program of adidas. Based on the findings of this first study, semi-structured in-depth interviews were conducted in a second study with adidas managers from diverse backgrounds currently involved in projects and day-to-day work related to the adiClub. The exclusive interview data provide further insights and help interpret and validate the netnographic observations.FindingsMost value co-creation studies on engagement platforms in marketing relate to social media, physical events or online forums. Based on the multimethod approach of this study, existing research is extended on how online loyalty programs enable and facilitate value co-creation. Furthermore, the authors identify the organizational purpose behind engaging in value co-creation practices along the social, economic and ecological dimensions.Practical implicationsThis case study offers implications for organizations on how online loyalty programs enable and facilitate value co-creation through gamification. In addition, it connects the value co-creation practices with the respective purpose that organizations pursue with related activities. Hence, it further enhances the knowledge and repertoire of managers for setting up and running gamified online loyalty programs.Originality/valueIncreased gamification driven by the advances of digital transformation enables and facilitates value co-creation, which initiates unprecedented digital sales potential for service organizations. Research about the digital transformation of value co-creation remains scarce. The authors seek to address this research gap by focusing on value co-creating activities within online loyalty programs.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-07-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46141399","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-12DOI: 10.1108/jstp-08-2022-0187
yung-chan kim, Ting Hin Ho, L. Tan, Riza Casidy
PurposeConsumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective.Design/methodology/approachUsing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020.FindingsThe authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey.Originality/valueThe authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.
{"title":"Factors influencing consumer forgiveness: a systematic literature review and directions for future research","authors":"yung-chan kim, Ting Hin Ho, L. Tan, Riza Casidy","doi":"10.1108/jstp-08-2022-0187","DOIUrl":"https://doi.org/10.1108/jstp-08-2022-0187","url":null,"abstract":"PurposeConsumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective.Design/methodology/approachUsing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020.FindingsThe authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey.Originality/valueThe authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47816380","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-22DOI: 10.1108/jstp-08-2022-0188
Alexander Davidson, Mark R. Gleim, Catherine M. Johnson, Jennifer L. Stevens
Purpose The unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig workers' perceptions of their employment and how that affects job performance outcomes. These gig workers serve as the frontline service providers for platforms like Airbnb hosts, Lyft drivers and Wag walkers performing customer-facing services. However, their status as gig workers, not traditional employees, presents challenges to platforms. The purpose of this research is to gain insights into the profiles of gig workers, examine the challenges platforms have in retaining high-performing workers and provide a research agenda on this important group of frontline service providers. Design/methodology/approach Incorporating variables deemed important in examining self-determination theory, a large-scale data collection via an online survey was administered, yielding 447 completed surveys. A two-step cluster analysis procedure was conducted to categorize sample respondents into four distinct groups. Findings Four groups emerged from the cluster analysis, labeled “Ambivalent Outsider,” “Competent Cog,” “Independent Insider” and “Committed Comrade.” The results suggest that there are significant differences across all variables and groups based on gig worker responses and self-reported customer satisfaction scores. The gig worker profiles developed are then utilized to formulate research propositions that are the basis for the research agenda presented. Practical implications The goal of many collaborative consumption platforms may be to hire Independent Insiders or Committed Comrades; however, that is difficult to attain with every hire. Thus, the segmentation results provide insights for companies seeking to hire, retain, and successfully motivate their workforce. Originality/value Given the freedom and flexibility afforded to gig workers, and the importance they have on the service experience for customers, understanding their own perceptions of employment and performance is critical to ensuring a positive experience for all parties. Research on collaborative consumption has largely focused on consumers or the management of freelance workers with only tangential applicability to gig work. This paper offers a comprehensive research agenda for gig worker management based on the typology of gig workers created.
{"title":"Gig worker typology and research agenda: advancing research for frontline service providers","authors":"Alexander Davidson, Mark R. Gleim, Catherine M. Johnson, Jennifer L. Stevens","doi":"10.1108/jstp-08-2022-0188","DOIUrl":"https://doi.org/10.1108/jstp-08-2022-0188","url":null,"abstract":"Purpose The unique employment status of gig workers as independent contractors and their impact on consumers provide an important opportunity for the current research to understand gig workers' perceptions of their employment and how that affects job performance outcomes. These gig workers serve as the frontline service providers for platforms like Airbnb hosts, Lyft drivers and Wag walkers performing customer-facing services. However, their status as gig workers, not traditional employees, presents challenges to platforms. The purpose of this research is to gain insights into the profiles of gig workers, examine the challenges platforms have in retaining high-performing workers and provide a research agenda on this important group of frontline service providers. Design/methodology/approach Incorporating variables deemed important in examining self-determination theory, a large-scale data collection via an online survey was administered, yielding 447 completed surveys. A two-step cluster analysis procedure was conducted to categorize sample respondents into four distinct groups. Findings Four groups emerged from the cluster analysis, labeled “Ambivalent Outsider,” “Competent Cog,” “Independent Insider” and “Committed Comrade.” The results suggest that there are significant differences across all variables and groups based on gig worker responses and self-reported customer satisfaction scores. The gig worker profiles developed are then utilized to formulate research propositions that are the basis for the research agenda presented. Practical implications The goal of many collaborative consumption platforms may be to hire Independent Insiders or Committed Comrades; however, that is difficult to attain with every hire. Thus, the segmentation results provide insights for companies seeking to hire, retain, and successfully motivate their workforce. Originality/value Given the freedom and flexibility afforded to gig workers, and the importance they have on the service experience for customers, understanding their own perceptions of employment and performance is critical to ensuring a positive experience for all parties. Research on collaborative consumption has largely focused on consumers or the management of freelance workers with only tangential applicability to gig work. This paper offers a comprehensive research agenda for gig worker management based on the typology of gig workers created.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136178206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-13DOI: 10.1108/jstp-07-2022-0144
C. Prentice, Lanchi Snell, P. Sok
PurposePerforming emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research is focused on investigating the detrimental outcomes of CCEs engaging in emotional labour acting to meet these display rules and organisational-related antecedents. This study takes a fresh perspective to propose how acting deriving from job engagement is related to employee burnout. Emotional intelligence is modelled as a moderator in these relationships.Design/methodology/approachThe current study focuses on customer contact employees who are currently employed within the banking industry located in the United States of America. Participants of the study were recruited using panel data through Qualtrics both symmetrical and asymmetrical methods were employed in this study to test the proposed relationships.FindingsThe findings show that, prior to including EI in the analysis, job engagement was negatively related to surface acting but positively related to deep acting. However, when EI was entered in the equation, the relationship between job engagement and deep acting became negative. EI was also negatively related to both surface and deep acting. EI significantly strengthens the emotional labour process of engagement towards emotional labour strategies as well as lessening burnout. The asymmetrical analysis offer more insights to the proposed relationships.Originality/valueThis study employs both symmetrical and asymmetrical methods to examine emotional labour, emotional intelligence and employee burnout. In particular, job engagement proposed as an antecedent to acting strategy is novel. The study offers some novel insights into emotional labour and emotional intelligence research. The findings have practical implications for HR practitioners and management in the service organisations.
{"title":"Managing burnout from engagement-derived acting strategy","authors":"C. Prentice, Lanchi Snell, P. Sok","doi":"10.1108/jstp-07-2022-0144","DOIUrl":"https://doi.org/10.1108/jstp-07-2022-0144","url":null,"abstract":"PurposePerforming emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research is focused on investigating the detrimental outcomes of CCEs engaging in emotional labour acting to meet these display rules and organisational-related antecedents. This study takes a fresh perspective to propose how acting deriving from job engagement is related to employee burnout. Emotional intelligence is modelled as a moderator in these relationships.Design/methodology/approachThe current study focuses on customer contact employees who are currently employed within the banking industry located in the United States of America. Participants of the study were recruited using panel data through Qualtrics both symmetrical and asymmetrical methods were employed in this study to test the proposed relationships.FindingsThe findings show that, prior to including EI in the analysis, job engagement was negatively related to surface acting but positively related to deep acting. However, when EI was entered in the equation, the relationship between job engagement and deep acting became negative. EI was also negatively related to both surface and deep acting. EI significantly strengthens the emotional labour process of engagement towards emotional labour strategies as well as lessening burnout. The asymmetrical analysis offer more insights to the proposed relationships.Originality/valueThis study employs both symmetrical and asymmetrical methods to examine emotional labour, emotional intelligence and employee burnout. In particular, job engagement proposed as an antecedent to acting strategy is novel. The study offers some novel insights into emotional labour and emotional intelligence research. The findings have practical implications for HR practitioners and management in the service organisations.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48167152","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-13DOI: 10.1108/jstp-09-2022-0210
Xin Zhao, Na Fu, Xiaoning Liang
PurposeTeam leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood. Drawing on social exchange theory, this study investigates how team leader customer orientation affects team customer orientation climate and team performance (i.e. customer satisfaction) as well as the moderating role of transformational leadership in such effect.Design/methodology/approachThis study builds on survey data collected from matched team leaders, employees and customers nested in 81 service teams and employs hierarchical multiple regression analysis to test the hypotheses.FindingsThe findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders' transformational leadership moderates the link between a leader customer orientation and team customer orientation climate in an unexpected way. When a team leader is transformational, the team customer orientation climate is enhanced, regardless of the level of team leader customer orientation. When a team leader's transformational leadership is low, the higher leader customer orientation is and the higher team customer orientation climate is.Originality/valueThis study contributes to the customer orientation, transformational leadership and service literature by unraveling team leaders' roles in boosting team customer orientation climate and team effectiveness.
{"title":"Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction","authors":"Xin Zhao, Na Fu, Xiaoning Liang","doi":"10.1108/jstp-09-2022-0210","DOIUrl":"https://doi.org/10.1108/jstp-09-2022-0210","url":null,"abstract":"PurposeTeam leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood. Drawing on social exchange theory, this study investigates how team leader customer orientation affects team customer orientation climate and team performance (i.e. customer satisfaction) as well as the moderating role of transformational leadership in such effect.Design/methodology/approachThis study builds on survey data collected from matched team leaders, employees and customers nested in 81 service teams and employs hierarchical multiple regression analysis to test the hypotheses.FindingsThe findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders' transformational leadership moderates the link between a leader customer orientation and team customer orientation climate in an unexpected way. When a team leader is transformational, the team customer orientation climate is enhanced, regardless of the level of team leader customer orientation. When a team leader's transformational leadership is low, the higher leader customer orientation is and the higher team customer orientation climate is.Originality/valueThis study contributes to the customer orientation, transformational leadership and service literature by unraveling team leaders' roles in boosting team customer orientation climate and team effectiveness.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47167895","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-13DOI: 10.1108/jstp-07-2022-0146
M. A. S. Khan, Du Jianguo, Shuai Jin, M. Saeed, A. Khalid
PurposeUsing the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.Design/methodology/approachData were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.FindingsThe results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.Practical implicationsThis study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.Originality/valueThe present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
{"title":"Participative leadership and service recovery performance: a moderated mediation model","authors":"M. A. S. Khan, Du Jianguo, Shuai Jin, M. Saeed, A. Khalid","doi":"10.1108/jstp-07-2022-0146","DOIUrl":"https://doi.org/10.1108/jstp-07-2022-0146","url":null,"abstract":"PurposeUsing the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.Design/methodology/approachData were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.FindingsThe results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.Practical implicationsThis study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.Originality/valueThe present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48201744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-08DOI: 10.1108/jstp-08-2022-0165
Yosafat Bangun, J. Fatima, Majharul Talukder
PurposeThe human side of the job demands–resources (JD-R) model was this study's focus, examining job resources' impact on employees' co-creation intention. It considered employee satisfaction, engagement (vigour, absorption and dedication) and self-construal affect as mediators, with optimism and employee pro-social behaviour as moderators.Design/methodology/approachIn total, 214 responses from a survey questionnaire among service employees in Indonesia and Singapore were analysed with the partial least squares (PLS) method. Moderation and mediation analyses used multi-group analyses and bootstrapping.FindingsMost job resource indicators were found to be significant antecedents of employee co-creation intention. Optimism and pro-social behaviour significantly moderated the relationships between job support, vigour and absorption. A partial mediation effect was evident in the employee satisfaction–engagement relationship. Employees' self-efficacy and self-construal affect had a higher influence on employee co-creation intention than satisfaction or engagement.Research limitations/implicationsThe study considered only job resource-based indicators of the JD-R model and not those based on job demands. The moderation effect in the optimism–pro-social behaviour relationship considered job support but not interpersonal relationships and job autonomy.Practical implicationsThe study's findings would assist practitioners to motivate employees' co-creation intention through job resources and the employees' self-assessed emotions, such as optimism, pro-social behaviour and self-construal affect.Originality/valueThis study relates the JD-R model's job resources to service employees' co-creation intention, considering self-assessed emotions as mediators, while applying optimism and pro-social behaviour as moderators.
{"title":"Demystifying employee co-creation: optimism and pro-social behaviour as moderators","authors":"Yosafat Bangun, J. Fatima, Majharul Talukder","doi":"10.1108/jstp-08-2022-0165","DOIUrl":"https://doi.org/10.1108/jstp-08-2022-0165","url":null,"abstract":"PurposeThe human side of the job demands–resources (JD-R) model was this study's focus, examining job resources' impact on employees' co-creation intention. It considered employee satisfaction, engagement (vigour, absorption and dedication) and self-construal affect as mediators, with optimism and employee pro-social behaviour as moderators.Design/methodology/approachIn total, 214 responses from a survey questionnaire among service employees in Indonesia and Singapore were analysed with the partial least squares (PLS) method. Moderation and mediation analyses used multi-group analyses and bootstrapping.FindingsMost job resource indicators were found to be significant antecedents of employee co-creation intention. Optimism and pro-social behaviour significantly moderated the relationships between job support, vigour and absorption. A partial mediation effect was evident in the employee satisfaction–engagement relationship. Employees' self-efficacy and self-construal affect had a higher influence on employee co-creation intention than satisfaction or engagement.Research limitations/implicationsThe study considered only job resource-based indicators of the JD-R model and not those based on job demands. The moderation effect in the optimism–pro-social behaviour relationship considered job support but not interpersonal relationships and job autonomy.Practical implicationsThe study's findings would assist practitioners to motivate employees' co-creation intention through job resources and the employees' self-assessed emotions, such as optimism, pro-social behaviour and self-construal affect.Originality/valueThis study relates the JD-R model's job resources to service employees' co-creation intention, considering self-assessed emotions as mediators, while applying optimism and pro-social behaviour as moderators.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":" ","pages":""},"PeriodicalIF":4.6,"publicationDate":"2023-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44136790","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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