{"title":"Emotion Regulation and Service-Related Attitudes: Connecting Customer Orientation and Service Organization Identification with Customer Interactions","authors":"Kai Trumpold, M. Kern, D. Zapf","doi":"10.15358/2511-8676-2021-4-270","DOIUrl":"https://doi.org/10.15358/2511-8676-2021-4-270","url":null,"abstract":"In this study we examine the relationships of service organization identification and customer orientation as antecedents of emotion work strategies and fatigue. We hypothesize that identification and customer orientation (a) positively predict automatic emotion regulation and deep acting, (b) negatively predict surface acting and emotional deviance, and (c) negatively predict fatigue as mediated by the emotion regulation strategies used. We also hypothesized an interaction effect of identification and customer orientation on the use of emotion regulation strategies. In a diary study with 56 flight attendants, identification and customer orientation typically predicted the use of emotion regulation strategies as hypothesized, and the indirect effects on fatigue were found. There were also significant interaction effects of identification and customer orientation on emotion regulation strategies. The findings provide new perspectives on the antecedents of emotion regulation strategies, and they complement earlier research on high service quality strategies of emotion regulation in service work.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"68 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":"121957864","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}
Vera Winter, Mette Kjærgaard Thomsen, J. Schreyögg, K. Blankart, L. Duminy, Lukas Schoenenberger, J. Ansah, D. Matchar, C. Blankart, E. Oppel, A. Jensen
{"title":"Improving Service Provision - The Health Care Services' Perspective","authors":"Vera Winter, Mette Kjærgaard Thomsen, J. Schreyögg, K. Blankart, L. Duminy, Lukas Schoenenberger, J. Ansah, D. Matchar, C. Blankart, E. Oppel, A. Jensen","doi":"10.15358/2511-8676-2019-4-163","DOIUrl":"https://doi.org/10.15358/2511-8676-2019-4-163","url":null,"abstract":"How to improve service provision in the health care sector is a question of high economic and social relevance, as the health service industry represents a major part of developed nations’ economy and health care is a service virtually everyone is touched by in their life. The topic embraces different perspectives or levers, including the (re)organization of service provision, a stronger focus on the patient in the service delivery process, and the crucial role of employees in health service provision. We invited a group of well-renown scholars from different academic fields to share with us personal observations, empirical evidence, and interpretations of how to improve service provision in health care in the form of individual commentaries that cover the different perspectives. The resulting special research article includes motivations on why changes in the health care sector make service management research (smr) more relevant, it depicts implications (of smr) for health care organizations, and it outlines suggestions for future research. This article is designed to offer avenues for further service research on different perspectives for the improvement and professionalization of health care – a discipline in which joint efforts of service and health care researchers can have great societal impact.","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"24 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":"123298891","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}
{"title":"A Duality Based Perspective on Successful Servitization – Conceptualizing a Dual Transformation Structure and Transformation Paths","authors":"M. Bruhn, Bettina Bürkin, Karsten Hadwich","doi":"10.5771/2511-8676-2022-3-181","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-3-181","url":null,"abstract":"","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"25 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":"132291153","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}
{"title":"Strategic Emphasis on Service-Based Business Models During the Corona Crisis: Are Customer Solutions a Curse or Blessing for Manufacturing Firms?","authors":"Rodi Akalan, Andreas Eggert, Andreja Böhm","doi":"10.5771/2511-8676-2022-1-47","DOIUrl":"https://doi.org/10.5771/2511-8676-2022-1-47","url":null,"abstract":"Firms increasingly rely on service-based business models, such as customer solutions, to strengthen their market position and secure robust revenues in competitive environments. While extant research has shed light on the financial implications of service-based business models in general, no empirical research has yet explored whether a strategic emphasis on customer solutions pays-off or backfires in a global crisis such as the corona pandemic. As theoretical arguments lend support for both, favorable and unfavorable consequences of a strategic emphasis on customer solutions during a pandemic crisis, this study creates a unique dataset of 565 U.S. manufacturing firms and analyzes the revenue implications of customer solutions during the crisis peak. Results demonstrate the resilient character of customer solutions. Manufacturing firms with a strategic emphasis on customer solutions experience on average $30 million less revenue decline during the pandemic. A finer-grained view distinguishes different types of customer solutions and uncovers mixed performance effects. While customer solutions generally help manufacturers to weather the crisis, resource-intensive turnkey solutions have a negative effect on firm revenues. These insights help managers to understand the financial implications of customer solutions and navigate successfully through a health-based crisis.","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":"126530598","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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