Learning from Pandemics Past and Present for Service Theory and Practice

Sajtos, László; Bove, Liliana L.; Bridges, Eileen; Holmqvist, Jonas

doi:10.1108/jstp-03-2021-317

Cited by 6 publications

(6 citation statements)

References 5 publications

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“…Particularly, our sample is collected before the new coronavirus (COVID-19) pandemic occurred. As the pandemic has a great impact on the service industry (Sajtos et al. , 2021), the robustness of the findings should be checked in the future.…”

Section: Discussionmentioning

confidence: 99%

“…Particularly, our sample is collected before the new coronavirus (COVID-19) pandemic occurred. As the pandemic has a great impact on the service industry (Sajtos et al, 2021), the robustness of the findings should be checked in the future. Third, the definitive evaluation of the relative importance of the antecedents of organizational learning, environmental performance and firm performance may be limited.…”

Section: Limitations and Future Researchmentioning

confidence: 99%

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A sequential process from external stakeholder pressures to performance in services

Shi

Tsai²

2022

JSTP

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PurposeThis study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.Design/methodology/approachThe model posits that external stakeholder pressures affect firm performance through organizational learning, green creativity and environmental performance. Data from 219 service firms are utilized to test the hypotheses. A sequential mediation approach is adopted to analyze the model.FindingsResults reveal (1) organizational learning mediates the effects of government, customer and supplier pressures on firm performance, (2) environmental performance mediates the effect of customer pressure on firm performance, (3) organizational learning and green creativity serially mediate the effects of the three stakeholder pressures on firm performance and (4) the three external stakeholder pressures enhance firm performance through organizational learning, green creativity and environmental performance in a sequential manner.Originality/valueThis study originally contributes to the service literature by providing a sequential process lens to address how to improve performance by responding to external stakeholder pressures.

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Section: Discussionmentioning

confidence: 99%

Section: Limitations and Future Researchmentioning

confidence: 99%

A sequential process from external stakeholder pressures to performance in services

Shi

Tsai²

2022

JSTP

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“…The COVID-19 pandemic continues to have an unprecedented impact on the global population (Donthu and Gustafsson, 2020; Kabadayi et al , 2020; Sajtos et al , 2021). This exogenous shock has had severe economic and social consequences worldwide that are likely to continue for many months, if not years (Weforum.org, 2020; WHO.Int, 2019).…”

Section: Introductionmentioning

confidence: 99%

COVID-19 vaccination: engagement behavior patterns and implications for public health service communication

Azer

Alexander

2022

JSTP

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PurposeCOVID-19 vaccinations face a backdrop of widespread mistrust in their safety and effectiveness, specifically via social media platforms which constitute major barriers for the public health sector to manage COVID-19 (and future) pandemics. This study provides a more nuanced understanding of the public's engagement behavior toward COVID-19 vaccinations.Design/methodology/approachUsing Netnography, this study explores the public's interactions with vaccine communications by the WHO via Facebook. From WHO posts about the COVID-19 vaccination 23,726 public comments on Facebook were extracted and analyzed.FindingsBuilding on crisis communication, health and engagement literature, this paper identifies and conceptualizes seven patterns of engagement behavior toward the COVID-19 vaccination and develops the first framework of relationships between these patterns and the extant vaccine attitudes: vaccine acceptance, hesitancy and refusal.Practical implicationsThis paper helps policymakers identify and adapt interventions that increase vaccine confidence and tailor public health services communications accordingly.Originality/valueThis research offers the first typology of patterns of engagement behavior toward COVID-19 vaccinations and develops a framework of relationships between these patterns and the existing understanding in health literature. Finally, the study provides data-driven communication recommendations to public health service organizations.

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“…Donthu et al. , 2021; Sajtos et al. , 2021; Tuzovic and Kabadayi, 2021) have called for future research looking into employee outcomes of social distancing in the service industry.…”

Section: Introductionmentioning

confidence: 99%

Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study

Huo

Jiang

Cheng

et al. 2022

JSTP

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PurposeGrounded in the job demands–resources (JD-R) theory, this study investigates how the difficulty in social distancing at work, resulting from the COVID-19 crisis, may lead to intention to quit and career regret and how and when these effects may be attenuated.Design/methodology/approachThree-wave survey data were collected from 223 frontline service workers in a large restaurant company during the COVID-19 crisis.FindingsThe results show that difficulty in social distancing reduced employees' work engagement, and consequently, increased their turnover intention and career regret. These relationships were moderated by external employability, such that the influence of difficulty in social distancing weakened as external employability increased.Originality/valueSocial distancing measures have been applied across the globe to minimize transmission of COVID-19. However, such measures create a new job demand for service workers who find it difficult to practice social distancing due to the high contact intensity of service delivery. This study identified personal resources that help service workers cope with the demand triggered by COVID-19.

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Learning from Pandemics Past and Present for Service Theory and Practice

Cited by 6 publications

References 5 publications

A sequential process from external stakeholder pressures to performance in services

A sequential process from external stakeholder pressures to performance in services

COVID-19 vaccination: engagement behavior patterns and implications for public health service communication

Restaurant employees' attitudinal reactions to social distancing difficulties: a multi-wave study

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