Pub Date : 2020-01-21DOI: 10.1146/annurev-orgpsych-012119-045434
R. Lord, O. Epitropaki, Roseanne J. Foti, T. Hansbrough
We offer a comprehensive review of the theoretical underpinnings and existing empirical evidence in the implicit leadership and implicit followership theories domain. After briefly touching on the historical roots of information-processing approaches to leadership and leader categorization theory, we focus on current contextualized and dynamic perspectives. We specifically present neural network approaches and adaptive resonance processes that guide leadership perceptions. We further address measurement issues, emerging areas of study such as implicit leadership theories, and identity and cross-cultural issues. We offer specific avenues for future research in the form of a systematic list of unanswered research questions and further outline leadership development implications.
{"title":"Implicit Leadership Theories, Implicit Followership Theories, and Dynamic Processing of Leadership Information","authors":"R. Lord, O. Epitropaki, Roseanne J. Foti, T. Hansbrough","doi":"10.1146/annurev-orgpsych-012119-045434","DOIUrl":"https://doi.org/10.1146/annurev-orgpsych-012119-045434","url":null,"abstract":"We offer a comprehensive review of the theoretical underpinnings and existing empirical evidence in the implicit leadership and implicit followership theories domain. After briefly touching on the historical roots of information-processing approaches to leadership and leader categorization theory, we focus on current contextualized and dynamic perspectives. We specifically present neural network approaches and adaptive resonance processes that guide leadership perceptions. We further address measurement issues, emerging areas of study such as implicit leadership theories, and identity and cross-cultural issues. We offer specific avenues for future research in the form of a systematic list of unanswered research questions and further outline leadership development implications.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2020-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/annurev-orgpsych-012119-045434","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48862323","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-01-21DOI: 10.1146/annurev-orgpsych-012119-045307
R. Takeuchi, A. Wang, J. Farh
By investigating broadly a contingency approach and implicit leadership theoretical perspectives with a multilevel lens as a starting point, this review highlights the potential for Asian conceptualizations of leadership. More specifically, by highlighting the important contingent role national culture plays in influencing leadership effectiveness, we review Asian conceptualizations of leadership that exist (e.g., paternalistic leadership style, paternalism, and guanxi in the leadership setting) in the literature and the findings that have been found in a relatively selective manner. This also allows us to advance the notion of a culturally contingent leadership perspective by developing the notion of hierarchical social exchange and various modalities associated with such a relationship. By so doing, this review enables us to underscore the advantages as well as challenges associated with Asian conceptualizations of leadership as well as future research directions that need to be undertaken to more firmly establish their utility to general leadership literature.
{"title":"Asian Conceptualizations of Leadership: Progresses and Challenges","authors":"R. Takeuchi, A. Wang, J. Farh","doi":"10.1146/annurev-orgpsych-012119-045307","DOIUrl":"https://doi.org/10.1146/annurev-orgpsych-012119-045307","url":null,"abstract":"By investigating broadly a contingency approach and implicit leadership theoretical perspectives with a multilevel lens as a starting point, this review highlights the potential for Asian conceptualizations of leadership. More specifically, by highlighting the important contingent role national culture plays in influencing leadership effectiveness, we review Asian conceptualizations of leadership that exist (e.g., paternalistic leadership style, paternalism, and guanxi in the leadership setting) in the literature and the findings that have been found in a relatively selective manner. This also allows us to advance the notion of a culturally contingent leadership perspective by developing the notion of hierarchical social exchange and various modalities associated with such a relationship. By so doing, this review enables us to underscore the advantages as well as challenges associated with Asian conceptualizations of leadership as well as future research directions that need to be undertaken to more firmly establish their utility to general leadership literature.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2020-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/annurev-orgpsych-012119-045307","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44963892","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015028
M. Barrick, Laura Parks-Leduc
We review person-organization fit theory and research on selection and recruitment, and also highlight practical recommendations. The article is framed around explaining how and why people who are well matched to their organization experience optimal psychological reactions and performance. We address five key challenges to person-organization fit research and provide a brief overview of the critical distinction between “fitting in” decisions linked to the attraction-selection-attrition (ASA) model and day-to-day forces linked to “doing well” at work. Additionally, we organize the “fit on” domain into a parsimonious set of fundamental motivational constructs, highlighting a taxonomic perspective that broadly captures the “fit on” purposeful work goals (e.g., achievement, autonomy, communion, and status; Barrick et al. 2013 ) to enhance our understanding as to the nature of the joint nonlinear person-organization effects. We conclude by reviewing research findings using this organizing framework to systematically build knowledge to advance theory, concluding with practical implications for best management practices.
我们回顾了人与组织的契合理论和招聘研究，并提出了一些实用的建议。这篇文章的框架是解释那些与组织非常匹配的人如何以及为什么会有最佳的心理反应和表现。我们讨论了个人-组织契合度研究的五个关键挑战，并简要概述了与“吸引-选择-流失”(ASA)模型相关的“适应”决策与与“做好”工作相关的日常力量之间的关键区别。此外，我们将“适合”领域组织成一组简洁的基本动机结构，突出了一个分类视角，该视角广泛捕获了“适合”有目的的工作目标(例如，成就、自治、交流和地位;Barrick et al. 2013)，以加强我们对联合非线性个人-组织效应本质的理解。最后，我们使用这个组织框架来回顾研究成果，系统地构建知识来推进理论，并总结出最佳管理实践的实际意义。
{"title":"Selection for Fit","authors":"M. Barrick, Laura Parks-Leduc","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015028","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015028","url":null,"abstract":"We review person-organization fit theory and research on selection and recruitment, and also highlight practical recommendations. The article is framed around explaining how and why people who are well matched to their organization experience optimal psychological reactions and performance. We address five key challenges to person-organization fit research and provide a brief overview of the critical distinction between “fitting in” decisions linked to the attraction-selection-attrition (ASA) model and day-to-day forces linked to “doing well” at work. Additionally, we organize the “fit on” domain into a parsimonious set of fundamental motivational constructs, highlighting a taxonomic perspective that broadly captures the “fit on” purposeful work goals (e.g., achievement, autonomy, communion, and status; Barrick et al. 2013 ) to enhance our understanding as to the nature of the joint nonlinear person-organization effects. We conclude by reviewing research findings using this organizing framework to systematically build knowledge to advance theory, concluding with practical implications for best management practices.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015028","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47573355","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015231
M. Frone
Humans have consumed psychoactive substances for millennia, and these substances have played an important role in human culture and human labor. This article investigates our current understanding of the general association between the workplace and employee involvement with psychoactive substances. I begin by briefly exploring the broad evolutionary and historical intersection of psychoactive substances, human culture, and human labor. I then outline the multidimensional nature of employee psychoactive substance involvement and look at its prevalence. Next, I summarize recent research on workplace antecedents, such as work stressors, substance availability, norms, and social control. I then summarize research on the adverse workplace outcomes experienced by employees who use psychoactive substances as well as the collateral effects of such use on coworkers. Throughout the article, I identify directions for future research.
{"title":"Employee Psychoactive Substance Involvement: Historical Context, Key Findings, and Future Directions","authors":"M. Frone","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015231","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015231","url":null,"abstract":"Humans have consumed psychoactive substances for millennia, and these substances have played an important role in human culture and human labor. This article investigates our current understanding of the general association between the workplace and employee involvement with psychoactive substances. I begin by briefly exploring the broad evolutionary and historical intersection of psychoactive substances, human culture, and human labor. I then outline the multidimensional nature of employee psychoactive substance involvement and look at its prevalence. Next, I summarize recent research on workplace antecedents, such as work stressors, substance availability, norms, and social control. I then summarize research on the adverse workplace outcomes experienced by employees who use psychoactive substances as well as the collateral effects of such use on coworkers. Throughout the article, I identify directions for future research.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015231","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48091731","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015243
Q. Roberson
Fueled by socioeconomic trends that changed the composition of organizational workforces, the term workforce diversity was coined in the 1990s. Since then, both researchers and practitioners have strived (and struggled) to understand the concept, its effects in and on organizations, and strategies for managing such effects. In this article, I provide an overview and interpretation of the current literature to examine its purpose, progress, and direction. Highlighting key conceptualizations of the construct, theoretical foundations, and empirical findings on diversity and diversity management, I discuss the evolution and current state of the field and synthesize this information to propose a future research agenda. In doing so, I seek to identify theoretical, empirical, and practice areas of opportunity for advancing scientific knowledge about the meaning, substance, and outcomes of diversity as well as the implementation of diversity science in organizations.
{"title":"Diversity in the Workplace: A Review, Synthesis, and Future Research Agenda","authors":"Q. Roberson","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015243","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015243","url":null,"abstract":"Fueled by socioeconomic trends that changed the composition of organizational workforces, the term workforce diversity was coined in the 1990s. Since then, both researchers and practitioners have strived (and struggled) to understand the concept, its effects in and on organizations, and strategies for managing such effects. In this article, I provide an overview and interpretation of the current literature to examine its purpose, progress, and direction. Highlighting key conceptualizations of the construct, theoretical foundations, and empirical findings on diversity and diversity management, I discuss the evolution and current state of the field and synthesize this information to propose a future research agenda. In doing so, I seek to identify theoretical, empirical, and practice areas of opportunity for advancing scientific knowledge about the meaning, substance, and outcomes of diversity as well as the implementation of diversity science in organizations.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":"1 1","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015243","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"63971594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015323
G. Latham
In this article I comment on areas where I agree/disagree with the five previous perspectives on organizational psychology/organizational behavior (OP/OB). This is followed by a dire prediction of the future for OP doctoral programs, criticisms of the journal editorial processes and the overemphasis on deductive theory building, the value of qualitative analyses and enumerative reviews, the importance of mentors for advancing one's career, and the strengths and weaknesses of our scholarly societies. The article ends with a call for improving the balance currently in favor of scientists at the expense of practitioners.
{"title":"Perspectives of a Practitioner-Scientist on Organizational Psychology/Organizational Behavior","authors":"G. Latham","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015323","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015323","url":null,"abstract":"In this article I comment on areas where I agree/disagree with the five previous perspectives on organizational psychology/organizational behavior (OP/OB). This is followed by a dire prediction of the future for OP doctoral programs, criticisms of the journal editorial processes and the overemphasis on deductive theory building, the value of qualitative analyses and enumerative reviews, the importance of mentors for advancing one's career, and the strengths and weaknesses of our scholarly societies. The article ends with a call for improving the balance currently in favor of scientists at the expense of practitioners.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015323","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44287618","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015335
T. Kochan, Christine A. Riordan, A. Kowalski, Mahreen Khan, Duanyi Yang
This article reviews work and employment research, paying particular attention to theory and applications by scholars in organizational psychology and organizational behavior (OP/OB) and employment or industrial relations (ER), with the objective of better understanding employee and labor-management relationships. Our animating premise is that juxtaposing these two research traditions provides a stronger basis for analyzing these relationships today. OP/OB offer micro- and meso-level focuses, whereas ER focuses on organizations, collective actors, and labor markets, with an emphasis on historical context. We hope this review motivates efforts to think about and build new social and psychological contracts that are attuned to the evolving dynamics present in the economy, workforce, and society. To this end, we look to the future and propose ways of deepening, broadening, and accelerating the pace of research that might lead to useful changes in practices, institutions, and public policies.
{"title":"The Changing Nature of Employee and Labor-Management Relationships","authors":"T. Kochan, Christine A. Riordan, A. Kowalski, Mahreen Khan, Duanyi Yang","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015335","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015335","url":null,"abstract":"This article reviews work and employment research, paying particular attention to theory and applications by scholars in organizational psychology and organizational behavior (OP/OB) and employment or industrial relations (ER), with the objective of better understanding employee and labor-management relationships. Our animating premise is that juxtaposing these two research traditions provides a stronger basis for analyzing these relationships today. OP/OB offer micro- and meso-level focuses, whereas ER focuses on organizations, collective actors, and labor markets, with an emphasis on historical context. We hope this review motivates efforts to think about and build new social and psychological contracts that are attuned to the evolving dynamics present in the economy, workforce, and society. To this end, we look to the future and propose ways of deepening, broadening, and accelerating the pace of research that might lead to useful changes in practices, institutions, and public policies.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015335","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45752059","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015140
Jeffery A. Thompson, J. Bunderson
The concept of work as a calling has the potential to provide unique and powerful insights into how individuals relate to their work and organizations. However, although this concept may be one of the oldest in the study of work—harking back to the Protestant Reformation—its impact on mainstream OP and OB research has been limited. We review the research literature on work as a calling, and identify several issues that are preventing research in this area from reaching its potential—issues of definition, differentiation, generalizability, and relevance. We consider each of these questions and propose a path forward. Central to that path forward is an integrated conceptualization of calling—what we call a transcendent calling—that puts dual emphasis on the inner requiredness of passion and enjoyment and the outer requiredness of duty and destiny.
{"title":"Research on Work as a Calling…and How to Make It Matter","authors":"Jeffery A. Thompson, J. Bunderson","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015140","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015140","url":null,"abstract":"The concept of work as a calling has the potential to provide unique and powerful insights into how individuals relate to their work and organizations. However, although this concept may be one of the oldest in the study of work—harking back to the Protestant Reformation—its impact on mainstream OP and OB research has been limited. We review the research literature on work as a calling, and identify several issues that are preventing research in this area from reaching its potential—issues of definition, differentiation, generalizability, and relevance. We consider each of these questions and propose a path forward. Central to that path forward is an integrated conceptualization of calling—what we call a transcendent calling—that puts dual emphasis on the inner requiredness of passion and enjoyment and the outer requiredness of duty and destiny.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015140","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45880883","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-041015-062547
D. Vandewalle, C. Nerstad, A. Dysvik
Goal orientation, a theory that originated primarily in the educational and social psychology fields, has emerged in the past two decades as a prominent theory in organizational psychology and organizational behavior. We review the state of affairs for goal orientation research with the following roadmap. First, we discuss the historical roots of goal orientation. Next, we summarize the nomological network of goal orientation and describe the processing frameworks associated with goal orientation factors. We then discuss the crucial role of moderator variables to explain the notable variance found in goal orientation–outcome variable relationships. We next summarize the research findings on the relationship of goal orientation with the proximal mediator and distal outcome variables. We conclude the review with a miles-to-go discussion of several major issues currently faced in goal orientation research.
{"title":"Goal Orientation: A Review of the Miles Traveled and the Miles to Go","authors":"D. Vandewalle, C. Nerstad, A. Dysvik","doi":"10.1146/ANNUREV-ORGPSYCH-041015-062547","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-041015-062547","url":null,"abstract":"Goal orientation, a theory that originated primarily in the educational and social psychology fields, has emerged in the past two decades as a prominent theory in organizational psychology and organizational behavior. We review the state of affairs for goal orientation research with the following roadmap. First, we discuss the historical roots of goal orientation. Next, we summarize the nomological network of goal orientation and describe the processing frameworks associated with goal orientation factors. We then discuss the crucial role of moderator variables to explain the notable variance found in goal orientation–outcome variable relationships. We next summarize the research findings on the relationship of goal orientation with the proximal mediator and distal outcome variables. We conclude the review with a miles-to-go discussion of several major issues currently faced in goal orientation research.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-041015-062547","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45017801","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-01-21DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015056
Markus Groth, Yuehua Wu, Helena Nguyen, Anya Johnson
Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.
{"title":"The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience","authors":"Markus Groth, Yuehua Wu, Helena Nguyen, Anya Johnson","doi":"10.1146/ANNUREV-ORGPSYCH-012218-015056","DOIUrl":"https://doi.org/10.1146/ANNUREV-ORGPSYCH-012218-015056","url":null,"abstract":"Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.","PeriodicalId":48019,"journal":{"name":"Annual Review of Organizational Psychology and Organizational Behavior","volume":" ","pages":""},"PeriodicalIF":13.7,"publicationDate":"2019-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1146/ANNUREV-ORGPSYCH-012218-015056","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44277693","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"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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