Forgotten frontline workers: Environmental health service employees' perspectives on working during the COVID‐19 pandemic
Sign Up to like & getrecommendations! Published in 2022 at "Journal of Hospital Medicine"
DOI: 10.1002/jhm.12781
Abstract: Abstract Background Environmental Health Service employees (EVS) sanitize healthcare facilities and are critical to preventing infection, but are under‐resourced during the COVID‐19 pandemic and at risk of burnout. Objective Understand demands on EVS’ work and… read more here.
Keywords: health service; service employees; covid pandemic; environmental health ... See more keywords
How should I respond to a complaining customer? A model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Sign Up to like & getrecommendations! Published in 2021 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2021.102882
Abstract: Abstract Many studies on coping have been conducted in diverse industries but within the hospitality industry, studies on how employees cope with customer complaints have only just begun, despite the task being one of the… read more here.
Keywords: restaurant; customer; emotive behavioral; service employees ... See more keywords
When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules
Sign Up to like & getrecommendations! Published in 2017 at "International Journal of Research in Marketing"
DOI: 10.1016/j.ijresmar.2017.09.002
Abstract: Abstract Service employees frequently must enforce rules upon their customers to mitigate dysfunctional customer behavior and ensure proper service delivery (e.g., enforce “fasten seatbelt” signs on flights). However, the consequences of enforcing service rules (ESR)… read more here.
Keywords: serving customers; enforcing service; ambivalent effects; service ... See more keywords
Can listening training empower service employees? The mediating roles of anxiety and perspective-taking
Sign Up to like & getrecommendations! Published in 2020 at "European Journal of Work and Organizational Psychology"
DOI: 10.1080/1359432x.2020.1776701
Abstract: ABSTRACT Can improving employees’ interpersonal listening abilities impact their emotions and cognitions during difficult conversations at work? The studies presented here examined the effectiveness of listening training on customer service employees. It was hypothesized that… read more here.
Keywords: listening abilities; difficult conversations; perspective taking; service employees ... See more keywords
Whose fault is it
Sign Up to like & getrecommendations! Published in 2017 at "European Journal of Marketing"
DOI: 10.1108/ejm-01-2016-0014
Abstract: This research paper aims to provide an understanding of how customers evaluate other customers’ misbehavior, considering the attribution of responsibility and how service employees should react in the respective situation.,Two sequential studies using written scenarios… read more here.
Keywords: whose fault; employee; customer; service employees ... See more keywords
An empirical investigation of tourist’s choice of service delivery options: SSTs vs service employees
Sign Up to like & getrecommendations! Published in 2017 at "International Journal of Contemporary Hospitality Management"
DOI: 10.1108/ijchm-08-2015-0438
Abstract: Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach… read more here.
Keywords: tourist; service delivery; service; service employees ... See more keywords
Half human, half machine – augmenting service employees with AI for interpersonal emotion regulation
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Service Management"
DOI: 10.1108/josm-05-2019-0160
Abstract: Purpose – With the advent of increasingly sophisticated AI, the nature of work in the service frontline is changing. The next frontier is to go beyond replacing routine tasks and augmenting service employees with AI.… read more here.
Keywords: interpersonal emotion; service employees; half; service ... See more keywords
Transforming the role of frontline service employees for cross-selling
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Services Marketing"
DOI: 10.1108/jsm-02-2020-0071
Abstract: Purpose This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements must exist before they can achieve service–sales ambidexterity. Drawing on achievement… read more here.
Keywords: cross selling; role; service; frontline service ... See more keywords
The role of employee assistance programs under COVID-19-induced work-family conflict: Effects on service employees' work engagement and burnout.
Sign Up to like & getrecommendations! Published in 2023 at "Scandinavian journal of psychology"
DOI: 10.1111/sjop.12922
Abstract: The COVID-19 pandemic places substantial stress on service employees' work and home lives. Little research has explored the negative effects of perceived stress from COVID-19 on work and home domains in terms of employees' attitudes… read more here.
Keywords: family; service employees; family conflict; work family ... See more keywords
The relationship between public service employees’ personal resources and psychological well-being
Sign Up to like & getrecommendations! Published in 2021 at "International Review of Administrative Sciences"
DOI: 10.1177/0020852320985926
Abstract: The study investigates the mediating role of psychological capital in the relationship between personal resources (mindfulness, self-leadership) and psychological well-being (burnout, work engageme... read more here.
Keywords: relationship public; psychological well; personal resources; service employees ... See more keywords
Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence
Sign Up to like & getrecommendations! Published in 2022 at "Journal of Service Research"
DOI: 10.1177/10946705221104312
Abstract: Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the service employees’ fear of being replaced by AI continues to be a major concern as we transition to the Feeling Economy. This… read more here.
Keywords: service employees; service; artificial intelligence; thinking skills ... See more keywords