Commentary: developing a deeper understanding of resilience in service contexts

IF 3.8 4区管理学 Q2 BUSINESS

Journal of Services Marketing Pub Date : 2024-01-12 DOI:10.1108/jsm-09-2023-0348

Valerie Good

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引用次数: 0

Abstract

Purpose

This paper aims to comment on resilience research within the context of frontline employees in sales and services marketing.

Design/methodology/approach

This commentary is a reflection based on my research, extant academic and managerial literature and personal perspectives.

Findings

Research findings show resilience is associated with increased employee effort and reduced turnover intentions in customer-facing roles. In addition, resilience can change over time and is not just a trait the employee is born with (or not). Hence, managers can cultivate resilience in employees.

Practical implications

Resilience cannot be purchased. Instead, managers can inspire resilience in frontline employees by developing their feelings of self-efficacy on the job, a sense of belongingness to the organization and peers and a sense of purpose and relatedness to customers.

Social implications

Resilience is not merely perseverance or grit; it is overcoming adversity and bouncing back to become better in the process. Thus, resilience is an important construct to study, particularly in customer-facing roles.

Originality/value

This commentary offers a unique approach to understanding resilience, its outcomes and its antecedents in customer-facing roles.

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评论：深入了解服务环境中的复原力

研究结果研究结果表明，在面向客户的岗位上，抗挫折能力与员工努力程度的提高和离职意向的降低有关。此外，抗挫折能力会随着时间的推移而发生变化，并不仅仅是员工与生俱来的特质（或不具备的特质）。因此，管理者可以培养员工的应变能力。相反，管理者可以通过培养一线员工在工作中的自我效能感、对组织和同伴的归属感以及目标感和与客户的关联感来激发他们的抗挫折能力。社会意义抗挫折能力不仅仅是毅力或勇气；它是克服逆境并在此过程中反败为胜的能力。因此，复原力是一项重要的研究内容，尤其是在面向客户的岗位上。原创性/价值本评论提供了一种独特的方法来理解面向客户的岗位上的复原力、其结果及其前因。

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来源期刊

Journal of Services Marketing BUSINESS-

CiteScore

7.80

自引率

20.50%

发文量

期刊介绍： ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.