The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective

Zhang, Mo; Geng, Ruoqi; Hong, Zhisheng; Song, Wenhao; Wang, Wangshuai

doi:10.1016/j.ijhm.2020.102536

Cited by 21 publications

(18 citation statements)

References 55 publications

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“…In the past years, authors have been increasingly interested in the interactive effect between different experienced employee resources (Demerouti & Bakker, 2011;Schaufeli & Taris, 2014). The idea that resources can interact and have an amplifying effect has already received support in previous studies building on the JD-R (e.g., Vander Elst et al, 2019;Zhang et al, 2020) and other frameworks (e.g., Conservation of Resources Theory [COR]; Mäkikangas et al, 2010;Whitman et al, 2014). Situational resources modulate the efficacy of individuals' actions to achieve desired goals and outcomes (e.g., Zeffane, 1994).…”

Section: The Moderating Effect Of High-involvement Work Practices On ...mentioning

confidence: 99%

Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure.

Vranješ¹,

Notelaers²,

Salin³

2022

Journal of Occupational Health Psychology

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Previous research has demonstrated the crucial association between employee stressors and workplace bullying. In this article, we argue that a nurturing organizational context will protect employees from exposure to workplace bullying and will interact with individual demands and resources known to have effect on exposure to bullying in the workplace. In specific, we look at high-involvement work practices (HIWPs)-which include participation, information-sharing, competence development, and rewards. Multilevel analyses on the data from 28,923 Belgian employees from 144 organizations show that organization-level HIWPs are negatively associated with bullying exposure. Moreover, HIWPs interact with individually experienced job demands and resources, by decreasing the association between employee work pressure and bullying and by somewhat compensating for the lack of experienced social support from colleagues at work. HIWPs did not moderate the relationship between employee job insecurity and bullying and social support from the supervisor and bullying. These findings highlight the important role HIWPs can play in protecting employees from workplace bullying, while also suggesting the difficulty of compensating for certain individual risk factors.

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Section: The Moderating Effect Of High-involvement Work Practices On ...mentioning

confidence: 99%

Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure.

Vranješ¹,

Notelaers²,

Salin³

2022

Journal of Occupational Health Psychology

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“…In other words, the affective component of empathy contains an emotional response to another person, which is the consistency shown in the affective state ( Cao et al, 2021 ; Zhou et al, 2021 ). The application of empathy to practice shows that “Perceived Psychological Empowerment” (PPE) has a moderating effect in “Service Recovery Awareness” (SRA) and emotional responses ( Zhang et al, 2020 ). Different psychological mechanisms also influence consumers’ behavior through social networks ( Wang et al, 2020a , b ).…”

Section: Literature Reviewmentioning

confidence: 99%

Empathic Narrative of Online Political Communication

Wang

Zhou

et al. 2022

Front. Psychol.

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With the rapid development of the Internet, political culture plays an increasingly prominent role in ethical guidance and value orientation, and the intergenerational inheritance of political culture in various countries needs to be carried out in a sophisticated way. From the perspective of empathic narrative, this study applies the network text analysis method to detect the cultural communication regularities to the contemporary young adults in online political communication and explores contemporary young adults’ perception of online political culture through empirical analysis. Moreover, it proposes the empathic narrative logic of online political communication by comparing the existing communication elements and the urgently needed communication elements. Our findings suggest that we need to deepen the cognitive empathy, stabilize the emotional empathy, and adjust the emotional bias in online political communication.

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“…Previous research on value co-creation between service employees and customers has been well examined in multi-context, such as retailing, hospitality, and social media (Wang et al, 2020a , b ; Zhang et al, 2020 ; Yi et al, 2021a ; Bu et al, 2022 ). However, the process of service providing is often influenced by the cultural background of consumers (Sun et al, 2017 ; Yi et al, 2021b ), corporate reputation (Geng et al, 2022 ), and peer influence (Sun et al, 2021 ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…In this regard, growing attention has been paid to customer engagement in the recent decade (Van Doorn et al, 2010 ; Ho and Chung, 2020 ; Liu et al, 2021 ). However, research on the dynamic interaction between service employees and customers is still limited (Argo and Dahl, 2020 ; Li and Katsumata, 2020 ; Zhang et al, 2020 ).…”

Section: Introductionmentioning

confidence: 99%

Computational Modeling of the Value Co-Creation Process in Customer Service: An Application of the NK Model

Sekiguchi

et al. 2022

Front. Psychol.

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There has been an increasing interest to explore and gain knowledge about customer engagement behavior among academia and practitioners. Particularly, the value co-creation process in customer services is essential to explore the interaction structure. In this study, we applied the computational simulation of the NK model to identify the value co-creation process between service employees and customers in the service context. To specifically explore the dynamic interaction among them, we identified what kind of service is provided for what type of customers and when service performance improves according to the degree of interaction between service employees and customers. The simulations show that the greatest service value can be achieved when employees and customers jointly perform local search (90%) and long jump (10%). However, if both employees and customers jointly perform local search only, the service value can be stuck in a local optimum. In cases where employees and customers make their independent improvement, either through local search or long jump, the overall service value varies depending on the complexity of interactions between employees and customers. For example, the improvement in service value is the worst when employees and customers make long jumps at independent timings in high complex interactions. Our computational simulations offer visible experimental-based insights into understanding the value co-creation process with customers and promising results for customer service studies.

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The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective

Cited by 21 publications

References 55 publications

Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure.

Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure.

Empathic Narrative of Online Political Communication

Computational Modeling of the Value Co-Creation Process in Customer Service: An Application of the NK Model

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