Journal of Service Management Research最新文献_第3页

New Vantage Points on Emotional Labor and Its Service Context: An Introduction to the Emotional Labor and Service Special Issue 情绪劳动及其服务情境的新视角:情绪劳动与服务特刊导论

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2021-4-215

Andrea Fischbach, B. Schneider

{"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}

引用次数: 0

Artificial Intelligence and Robots in the Service Encounter 服务遭遇中的人工智能和机器人

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2020-1-3

Stefanie Paluch, Jochen Wirtz

{"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}

引用次数: 28

The Resources–Processes–Outcomes Approach: A Spark That Could Not Escape a Black Hole 资源-过程-结果方法:无法逃离黑洞的火花

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.5771/2511-8676-2023-2-68

M. Kleinaltenkamp

引用次数: 0

Personality and Job Performance of Frontline Employees: A Meta-Analytic Review 一线员工个性与工作绩效:元分析回顾

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.5771/2511-8676-2022-1-28

Bernd Marcus, Jule Heibrock

引用次数: 0

Customer Participation Stress In Service Encounters: Developing A Customer Participation Demands–Resources Model 服务遭遇中的顾客参与压力:建立顾客参与需求-资源模型

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.5771/2511-8676-2022-2-118

Stephanie Haager, M. Büttgen, Zelal Ates, Jan H. Schumann

{"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}

引用次数: 1

Servitization in the Manufacturing Industry: Where Do We Stand? Where Do We Come From? 制造业的服务化:我们站在哪里?我们从哪里来?

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.5771/2511-8676-2022-3-204

Rodi Akalan, Eva Böhm, Andreas Eggert

{"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}

引用次数: 0

Titelei/Inhaltsverzeichnis Titelei /目录。

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2019-3-109

引用次数: 0

The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study 领导在情绪调节、服务提供和健康中的作用:一个多层次的研究

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2021-4-256

Ying Hong, Hui Liao, Aichia Chuang, Yuann-Jun Liaw

引用次数: 0

Titelei/Inhaltsverzeichnis Titelei /目录。

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2020-1-1

引用次数: 0

Titelei/Inhaltsverzeichnis Titelei /目录。

Journal of Service Management Research Pub Date : 1900-01-01 DOI: 10.15358/2511-8676-2019-2-49

引用次数: 0