...David E. Bowen Purpose This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers...

...Mahesh Subramony; Karen Ehrhart; Markus Groth; Brooks C. Holtom; Danielle D. van Jaarsveld; Dana Yagil; Tiffany Darabi; David Walker; David E. Bowen; Raymond P. Fisk; Christian Grönroos; Jochen Wirtz Purpose The purpose of this paper is to accelerate research related to the employee-facets...

...Gianfranco Walsh; Jason J. Dahling; Mario Schaarschmidt; Simon Brach Purpose – Service firms increasingly hire employees that work two or more jobs. Drawing on conservation of resources (COR) theory and the notion that employees have finite emotional resources, the purpose of this paper...

...Gabriel Gazzoli; Murat Hancer; BeomCheol (Peter) Kim Purpose The purpose of this paper is to examine why employee‐level customer orientation (CO) influences the customer experience in a service setting. Design/methodology/approach Given the dyadic nature of the study, a two‐way sample design...

...Thorsten Gruber Purpose Using a realist perspective, this paper seeks to investigate how complaining customers want to be treated by frontline employees in personal complaint handling encounters. For this purpose, an exploratory research study using the qualitative laddering interviewing technique...

...Michael J. Tews; John W. Michel; Brian D. Lyons Purpose While personality is often deemed important, few studies have examined the relationship between general mental ability (GMA) and job performance for entry‐level service employees. As such, the present study aims to examine the impact of GMA...

... happens if this employee leaves the organisation? The purpose of this paper is to assess the overall net effect that customer satisfaction with a key service employee may have on customer loyalty to a service firm. Design/methodology/approach The radio industry is selected as a specific case where...

...Min‐Hsin Huang Purpose To compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer relationship quality and retention in financial services selling. Specifically, this research...

...Sylvie Llosa; Chiara Orsingher; Nina Specht; Sina Fichtel; Anton Meyer Purpose Do customers recognize the effort and abilities of employees in service encounters? If so, to what extent do their perceptions influence customer satisfaction? The paper seeks to answer these questions. Design...

... consisting of emotional exhaustion, depersonalization, and a reduced sense of personal accomplishment (Maslach and Jackson, 1981 ; Maslach et al., 2001). Front‐line employees have frequent and intense interpersonal contacts with customers and are, therefore, highly susceptible to role stress...

... of a customer care center was developed. A survey methodology with a 360° approach that encompasses top management, employees and final customers as three main target groups was conducted. The sample incorporates 58 customer care centers and seven industries in Germany and Austria. Besides the management...

... conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision‐making power, a model of the impact employees' customer orientation has on key service marketing constructs is theoretically developed. The model is then empirically...

... experiences for customers. It draws on techniques from practical theatre and is being tried, evaluated and refined in conjunction with employees of a UK multiple retail organisation. The process of dramatic script development with employees is demonstrated through the identification of the drama, the creation...

... Employees Control Perception The employee’s control over the work environment has been acknowledged as contributing to motivation and job satisfaction (Furnham, 1992). Two perspectives characterize the research of the antecedents of control in work. The dominant perspective is concerned...

... associated with each range of Δ ratios (Table III), being able to represent different quality indices for each range of Δ values (Figure 2). From all of them we shall obtain a global quality function. © MCB UP Limited 2002 Capacity Service industries Quality Employees Planning...

...David E. Bowen; Robert Johnston This paper introduces the concept of “internal service recovery” defined as what the organisation does to make internal customers (front‐line employees), who have recovered external customers from service failure, feel less frustrated and more confident...

...Roland T. Rust; Greg L. Stewart; Heather Miller; Debbie Pielack Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain, organizations need to focus on increasing employee...

...Christo Boshoff; Madéle Tait Argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery. The internal marketing concept is based on the belief that a firm’s internal market/employees can be motivated...

... employees classify customers, enact specific behavioural strategies, and perceive personalization efforts. Presents the findings from an exploratory qualitative study to provide illustrative support for the literature‐based propositions. Offers managerial implications for firms to take advantage...

...Gary M. Thompson Observes that managers of service operations frequently resort to using employees who are available for work only at limited times when labour supplies are tight or when they desire (or require) the scheduling flexibility offered by employees willing to work part‐time. Presents...