Managing service employees: literature review, expert opinions, and research directions

Wirtz, Jochen; Jerger, Christina

doi:10.1080/02642069.2016.1278432

Cited by 113 publications

(107 citation statements)

References 124 publications

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“…Technology is not loyal, and can often be copied easily. Service employees and their skills, however, are less replicable (Wirtz and Jerger, 2017). Bolton et al (2014) make the employee differentiator role explicit.…”

Section: Transformed Employee Rolesmentioning

confidence: 99%

“…These allow employees to get familiar with and adopt required behavioral patterns and norms (Dubinsky et al, 1986). Clear feedback systems, the development of job guidelines and goal setting are key practices to increase role clarity (Wirtz and Jerger, 2017).…”

Section: Employee Outcomes and The Moderating Impact Of Role Readinessmentioning

confidence: 99%

“…Finally, employee role motivation reflects an employee's willingness to perform his/her role as expected and is impacted by managerial encouragement processes. The latter entail, for example, enriching job characteristics and the whole of appraisal and reward systems (e.g., Schneider & Bowen, 1995;Wirtz & Jerger, 2017). While decent financial remuneration through basic pay and performance bonuses is essential, performance appraisal, feedback and recognition from customers, colleagues, and managers are equally important motivational triggers (Wirtz & Jerger, 2017).…”

Section: Employee Outcomes and The Moderating Impact Of Role Readinessmentioning

confidence: 99%

See 2 more Smart Citations

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Larivière

Bowen

Andreassen

et al. 2017

Journal of Business Research

574

502

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Section: Transformed Employee Rolesmentioning

confidence: 99%

Section: Employee Outcomes and The Moderating Impact Of Role Readinessmentioning

confidence: 99%

Section: Employee Outcomes and The Moderating Impact Of Role Readinessmentioning

confidence: 99%

See 1 more Smart Citation

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Larivière

Bowen

Andreassen

et al. 2017

Journal of Business Research

574

502

View full text Add to dashboard Cite

show abstract

“…Front-line hotel employees play an essential role in creating positive customer experiences, which are key factors of customer satisfaction and appraisal of service quality (Wirtz and Jerger, 2016; Ayşe Banu and Alexander Ellinger, 2018). Hotel employees also face many challenges while performing their jobs (Kim et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

“…With researchers recognizing the importance of role stress in organizational management, the components of role stress are still under debate. Most studies focus on role conflict and role ambiguity, and neglect role overload, a separate but correlated dimension of role stress (Kahn et al, 1964;Wirtz and Jerger, 2016). Furthermore, as an important dimension of role stress, the conceptualization of role overload is inconsistent.…”

Section: Introductionmentioning

confidence: 99%

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

Wen

Zhou

et al. 2020

Front. Psychol.

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High turnover rate represents one of the most significant challenges the hotel industry faces. High turnover rates mean labor shortages, resulting in high costs of recruiting, staffing and training. Turnover also has a negative impact on service quality. Scholars continue to search for the root causes of turnover and propose solutions. To further understand employees' turnover intention, this study reveals the role of stress on hotel front-line employees' turnover intention through the mediation of burnout. Moreover, the study examines the moderating effect of service climate on the underlying mechanism that links role stress with turnover intention. Using a sample of 583 questionnaires from front-line hotel employees in South China, this study reveals that role stress as a four-dimensional construct (i.e., conflict, ambiguity, qualitative overload and quantitative overload) has a statistically significant impact on burnout, which leads to turnover intention. Burnout completely mediates the relationship between role stress and turnover intention, that is, employees under role stress do not resign immediately unless they experience high levels of burnout. In addition, service climate moderates the influence of role stress on burnout, suggesting a moderated mediation relationship. The study contributes to the organizational management literature by confirming the four dimensions of role stress and demonstrating how role stress impacts employees' turnover intention. Furthermore, the critical effect of service climate is further investigated. Theoretical contributions and managerial implications are discussed based on the findings. the study also investigates the moderating effect of service climate on role stress (challenge-hindrance stressors) and burnout.

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Employer Expectations of 21st‐Century High School Graduates: Analyzing Online Job Advertisements

Williams¹,

Wang²,

Holtzman³

et al. 2023

ETS Research Report Series

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Individuals with a high school education represent the largest subset of the U.S. workforce. However, little is known about the employer expectations of these individuals, particularly in the area of soft skills—also known as 21st‐century skills. Online job advertisements offer useful data for examining these expectations, as they may supplement employer survey data and reflect actual recruitment practices. Our analysis of 68,505 online job advertisements suggests that employers hold generally lower expectations for the soft skills of high school–educated individuals than they do for postsecondary‐educated individuals. However, employer expectations for two soft skills—professionalism and customer service skills—appear to be substantially higher for high school–educated individuals than for postsecondary‐educated individuals. Additional results highlight similarities and differences within the high school–educated workforce across nine workplace industries. We discuss the implications of these results not only for high school–educated individuals and the organizations that employ them but also for practitioners and educators charged with assessing and providing training for these skills.

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Managing service employees: literature review, expert opinions, and research directions

Cited by 113 publications

References 124 publications

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Role Stress and Turnover Intention of Front-Line Hotel Employees: The Roles of Burnout and Service Climate

Employer Expectations of 21st‐Century High School Graduates: Analyzing Online Job Advertisements

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