ORCID Profile
0000-0003-0391-9007
Current Organisations
UNSW Sydney
,
University of Arizona
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Research Topics
In Research Link Australia (RLA), "Research Topics" refer to ANZSRC FOR and SEO codes. These topics are either sourced from ANZSRC FOR and SEO codes listed in researchers' related grants or generated by a large language model (LLM) based on their publications.
Top 5 Research Topics
ANZSRC Field of Research (FoR)
Psychology | Industrial And Organisational Psychology | Human Resources Management | Industrial and Organisational Psychology | Business and Management | Organisational Behaviour | Primary Health Care | Nursing Not Elsewhere Classified | Industrial Relations |
ANZSRC Socio-Economic Objective (SEO)
Management | Management | Expanding Knowledge in Commerce, Management, Tourism and Services | Nursing | Industrial relations | Mental health | Expanding Knowledge in Psychology and Cognitive Sciences | Behaviour and health
Related Links
Publications
Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers
Publisher: Elsevier BV
Date: 05-2015
An Investigation of the Effects of Individual- and Unit-level Display Rules on Work Outcomes
Publisher: Academy of Management
Date: 07-2012
How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone
Publisher: SAGE Publications
Date: 25-05-2023
DOI: 10.1177/10946705231176070
Abstract: Team display rules are expressive norms shared by team members about how to positively impact a customer's perception of service quality and satisfaction. For frontline employees' working in teams, however, the costs and benefits of team display rules are less clear as empirical links to objective, behavioral outcomes, such as turnover, are rare. In a study of 442 healthcare professionals, working within 72 teams in a large children’s hospital, we investigate the effects of positive team display rules (i.e., shared expectations among team members to express positive emotions) and negative team display rules (i.e., shared expectations among team members to suppress negative emotions) on time-lagged objective voluntary turnover. We found that positive team display rules prompted retention, while negative team display rules reduced psychological attachment (i.e., affective commitment) and increased voluntary turnover 12 months later. Team negative affective tone (i.e., negative emotions associated with different healthcare team contexts) lified the detrimental effects of negative team display rules. Overall, this study highlights the important and nuanced effects of the socioemotional context of service teams, in particular, the consequential influence of team display rules on FLEs turnover behavior in a critical service context, that is, healthcare.
Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.
Publisher: American Psychological Association (APA)
Date: 2011
DOI: 10.1037/A0021395
Abstract: Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
An Examination of Consumers' Motives to Switch Energy Suppliers
Publisher: Informa UK Limited
Date: 04-2005
Incivility breeds civility? Effect of customer mistreatment on employees’ daily helping behavior
Publisher: Academy of Management
Date: 2015
Buffering the negative effects of employee surface acting: The moderating role of employee–customer relationship strength and personalized services.
Publisher: American Psychological Association (APA)
Date: 03-2014
DOI: 10.1037/A0034428
Abstract: The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that the authenticity of emotional displays may positively impact customer outcomes. However, research investigating the impact of more inauthentic emotions on service delivery outcomes is mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why the service outcomes of inauthentic emotions are largely inconsistent: the impact of distinct surface acting strategies and the role of service delivery context. Drawing on social-functional theories of emotions, we surveyed 243 dyads of employees and customers from a wide variety of services to examine the links between employee surface acting and customer service satisfaction, and whether this relationship is moderated by relationship strength and service personalization. Our findings suggest that faking positive emotions has no bearing on service satisfaction, but suppressing negative emotions interacts with contextual factors to predict customers' service satisfaction, in line with social-functional theories of emotions. Specifically, customers who know the employee well are less sensitive to the negative effects of suppressed negative emotions, and customers in highly personalized service encounters are more sensitive to the negative effects of suppressed negative emotions. We conclude with a discussion of theoretical and practical implications.
Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors
Publisher: Wiley
Date: 25-11-2017
DOI: 10.1111/PEPS.12208
Achieving service success through relationships and enhanced encounters
Publisher: Academy of Management
Date: 11-2002
IMPROVING APPLICANTS' REACTIONS TO REJECTION LETTERS: AN APPLICATION OF FAIRNESS THEORY
Publisher: Wiley
Date: 09-2001
A Dyadic Model of Customer Orientation: Mediation and Moderation Effects
Publisher: Wiley
Date: 16-12-2013
A framework to create more mentally healthy workplaces: A viewpoint
Publisher: SAGE Publications
Date: 23-08-2017
Abstract: Mental illness is now the leading cause of long-term sickness absence among Australian workers, with significant costs to the in idual, their employers and society more broadly. However, to date, there has been little evidence-informed guidance as to what workplaces should be doing to enhance their employees' mental health and wellbeing. In this article, we present a framework outlining the key strategies employers can implement to create more mentally healthy workplaces. The five key strategies outlined are as follows: (1) designing work to minimise harm, (2) building organisational resilience through good management, (3) enhancing personal resilience, (4) promoting early help-seeking and (5) supporting recovery and return to work. A narrative review is utilised to outline the theoretical evidence for this framework and to describe the available research evidence for a number of key ex le interventions for each of the five strategies. While each workplace needs to develop tailored solutions, the five strategy framework proposed in this review will hopefully provide a simple framework for employers and those advising them to use when judging the adequacy of existing services and considering opportunities for further enhancements.
The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance
Publisher: Academy of Management
Date: 08-2018
Effects of service mechanisms and modes on customers' attributions about service delivery
Publisher: Elsevier BV
Date: 2001
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries
Publisher: SAGE Publications
Date: 02-2005
Abstract: Organizational citizenship behavior (OCB) research is extended to the customer domain by examining the role of customer behavior in Internet service deliveries. Based on the OCB framework, it was hypothesized that a conceptual distinction between in-role behaviors (i.e., task performance) and extra-role behaviors (i.e., citizenship behavior) can be extended to customers who participate in service delivery. Survey data show that customers differentiate coproduction behaviors from customer citizenship behaviors. Furthermore, these two behaviors had different sets of predictors. Theoretical and practical implications are discussed from the perspective of OCB theories.
Not All Smiles are Created Equal: How Employee-Customer Emotional Contagion Impacts Service Relationships
Publisher: Springer International Publishing
Date: 11-10-2014
How social roles shape interpersonal affect regulation at work
Publisher: SAGE Publications
Date: 30-10-2023
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery
Publisher: SAGE Publications
Date: 05-11-2021
DOI: 10.1177/10946705211049098
Abstract: Research indicates that a customer’s service experience is shaped by their past experiences with the firm. However, the extent to which past experiences with customers shape frontline service employees’ delivery of services has not been examined. We propose that the analysis of service encounters as discrete, independent units ignores possible linkages between customer experiences via frontline employees. Adopting a resource spill-over perspective across two studies, we find that employees’ experience of customer mistreatment compromised their subsequent service delivery. Using an experiment in Study 1, we find that these effects are mediated by changes in the employee’s self-control capacity. Using a field s le in Study 2, we find that these effects are moderated by the employee’s dispositional self-control capacity and their motivation to commit to display rules. Our findings show how service encounter outcomes can be shaped by distal service events and call for a more holistic understanding of the forces that shape service encounter outcomes. In particular, by highlighting the potential consequences, our findings challenge conventional work protocols that compel employees to persevere despite their experience of mistreatment. By detailing the mediating and moderating mechanisms of mistreatment spill-over in service organizations, we highlight the recovery mechanisms and practices that enable FLEs to remain resilient despite negative encounters with customers.
Time to change: a review of organisational culture change in health care organisations
Publisher: Emerald
Date: 05-09-2016
DOI: 10.1108/JOEPP-06-2016-0040
Abstract: The culture of an organization shapes the attitudes and behaviors of employees and plays a key role in driving organizational outcomes. Yet, it is enormously challenging to manage or change. The purpose of this paper is to review the recent literature on culture change interventions in health care organizations to identify the common themes underpinning these interventions. The paper is developed from an extensive review of the literature on culture change interventions in health care from 2005 to 2015, building on previous reviews and highlighting ex les of good practice. All culture change interventions included in the review used processes and techniques that can be classified into Lewin’s (1951) three stage model of change. These include providing evidence for the need for change through data, a range of successful change strategies, and strategies for embedding the culture change into business as usual. There is no “one size fits all” recipe for culture change. Rather, attention to context with key features including diagnosis and evaluation of culture, a combination of support from leaders and others in the organization, and strategies to embed the culture change are important for the change process to happen. The authors provide an important insight into the key principles and features of culture change interventions to provide practitioners with guidance on the process within health care and other organizations.
Learning and development: promoting nurses’ performance and work attitudes
Publisher: Wiley
Date: 24-02-2094
DOI: 10.1111/J.1365-2648.2010.05487.X
Abstract: This paper is a report of a study of the relations of coaching and developing clinical practice on nurses' work place attitudes and self-reported performance, as mediated by role breadth self-efficacy and flexible role orientation. Previous research into the effectiveness of nurses' learning and development activities has mainly focused on specific skill and knowledge acquisition outcomes. Few studies investigate the relationship between learning and development activities and work attitudes or performance, or explore mediating mechanisms in this process. Previous literature suggests that malleable cognitive and motivational constructs may be important mechanisms for improving work attitudes and proactive performance. We surveyed 404 qualified nurses from a large, metropolitan public hospital in Australia in 2006 using validated measures from previous research. Descriptive statistics, correlation analysis and hierarchical regression analyses were conducted. The results show a clear association between learning and development activities and work attitudes and performance. Developing clinical practice improved self-rated performance and coaching improved work attitudes. In addition, role breadth self-efficacy and flexible role orientation mediated these relationships and emerge as important mechanisms in the link between learning and development and work attitudes and performance. Investment in learning and development activities for nurses improves outcomes for nurses, the organization and patients.
The role of procedural justice in the delivery of services
Publisher: Elsevier BV
Date: 10-2001
Enacting Service Work in a Changing World: Time for a Dialogue
Publisher: SAGE Publications
Date: 03-02-2021
Abstract: Service work is rapidly evolving as a result of technological innovations, changing employment norms, and a variety of environmental challenges. Yet, the scope of service work scholarship appears to be restricted to traditional frontline employees occupying boundary-spanning positions in formal private-sector service organizations. Given the “perfect storm” of multiple disruptions, we believe that the time is ripe for service scholars to reexamine how service work is being (and will be) enacted in a changing world. In this editorial, we propose an expansion of the “service worker” construct, recommend a deeper exploration of the experiences of service workers, and call to situate these experiences within an evolving service work ecosystem. Our aim is to spark interdisciplinary dialogue related to service work in order to foster service scholarship and practice that are responsive to the changing world.
B2B services: linking service loyalty and brand equity
Publisher: Emerald
Date: 22-05-2009
DOI: 10.1108/08876040910955189
Abstract: A significant way of achieving high profitability is to retain existing customers who contribute to the service provider's revenue by continuously purchasing and paying more for products and services and building brand equity to the provider. The main objective of this study is to empirically examine and extend the knowledge underlying the linkage between service loyalty and brand equity performance outcomes in the context of business‐to‐business markets. It aims to develop and empirically test a theoretical model examining the antecedents and the outcomes of service loyalty in a business‐to‐business context. The model also aims to examine the relationship between service loyalty and customer share of wallet and price premium, as well as the links between the proposed antecedents (habitual buying, trust in the service provider, and perceived service quality) and service loyalty. The theoretical model was empirically tested with a s le of 294 Australian small‐ to medium‐sized enterprises (SMEs), using online and paper‐and‐pencil surveys. Respondents were owners of SMEs, financial controllers, and managers who are decision‐makers in the selection and use of courier service providers for their businesses. Findings provide support for the theoretical model in linking drivers of service loyalty with two types of loyalty, purchase intentions (i.e. behavioural loyalty) and attitudinal loyalty. Furthermore, the two types of loyalty are differential predictors of brand equity outcomes in that customer share of wallet is mainly driven by purchase intentions, whereas willingness to pay a price premium is mainly driven by attitudinal loyalty. The paper examines the relationship between service loyalty and willingness to pay a price premium as one key indicator of brand equity.
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review
Publisher: SAGE Publications
Date: 11-03-2021
Abstract: We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing a bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and applied/occupational health psychology journals. Our analysis identified five distinct research clusters: (a) collective predictors and effects, (b) services encounters, (c) emotional regulation and management, (d) customer orientation, and (e) service stress and strain. In this article, we describe the nature of current research within each of these clusters and identify future directions within and across different clusters for scholarly work. Our review highlights the conceptual and methodological richness within the clusters and calls out for interdisciplinary scholarship to build a erse, yet unified field of service work research.
Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship
Publisher: Informa UK Limited
Date: 15-04-2010
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
Publisher: SAGE Publications
Date: 07-2006
DOI: 10.1509/JMKG.70.3.58
Relationships between emotional labor, job performance, and turnover
Publisher: Elsevier BV
Date: 10-2011
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Publisher: Emerald
Date: 05-09-2023
Accelerating employee-related scholarship in service management
Publisher: Emerald
Date: 03-10-2017
DOI: 10.1108/JOSM-02-2017-0055
Abstract: The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Seven scholars provide short reviews of the core topics and findings from four employee-related research streams – collective turnover, service climate, emotional labor, and occupational stress and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams and provide future directions for accelerating employee-related research in service management. All four research-streams yield insights that have the potential to advance service management research. Commentaries from the distinguished scholars further integrate this work with key concerns within service management including technology-enablement, transformative services, and service strategy. This paper is unique in its scope of coverage of management topics related to service and its aim to promote interdisciplinary dialog between service management scholars and researchers conducting employee-related research relevant to services.
Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy
Publisher: Academy of Management
Date: 10-2009
Service with a fake smile: Detecting inauthentic emotions in service settings.
Publisher: Academy of Management
Date: 08-2017
Customer service.
Publisher: American Psychological Association
Date: 2011
DOI: 10.1037/12171-009
“That was a good shift”
Publisher: Emerald
Date: 19-06-2017
DOI: 10.1108/JHOM-01-2017-0008
Abstract: The purpose of this paper is to investigate a boundary spanning, interprofessional collaboration between advanced practice nurses (APNs) and junior doctors to support junior doctors’ learning and improve patient management during the overtime shift. A mixed methods evaluation of an intervention in an adult tertiary referral hospital, to enhance interprofessional collaboration on overtime shifts. Phase 1 compared tasks and ward rounds on 86 intervention shifts with 106 “regular” shifts, and examined the effect on junior doctor patient management testing a model using regression techniques. Phase 2 explored the experience of the intervention for stakeholders. 91 junior doctors participated (89 percent response rate) on 192 overtime shifts. Junior doctors, APNs and senior medical professionals/administrators participated in interviews. The intervention was associated with an increase in self-initiated ward rounds by junior doctors, partially explained by junior doctors completing fewer tasks skilled nurses could also complete. The intervention significantly reduced doctors’ engagement in tasks carried over from day shifts as well as first year (but not more experienced) junior doctors’ total tasks. Interviews suggested the initiative reduced junior doctors’ work pressure and promoted a safe team climate, situation awareness, skills, confidence, and well-being. Junior doctors overtime shifts (5 p.m. to 11 p.m.) are important, both for hospitals to maintain patient care after hours and for junior doctors to learn and develop independent clinical decision making skills. However, junior doctors frequently report finding overtime shifts challenging and stressful. Redesigning overtime shifts to facilitate interprofessional collaboration can improve patient management and junior doctors’ learning and well-being.
Having to Wait for Service: Customer Reactions to Delays in Service Delivery
Publisher: Wiley
Date: 2006
Workplace aggression and organisational effectiveness: The mediating role of employee engagement
Publisher: SAGE Publications
Date: 29-05-2018
Abstract: We investigate the relationship between the prevalence of workplace aggression and two key outcomes: employee engagement and organisational effectiveness. Drawing on social capital theory, we propose that the level of employee engagement within the organisation helps explain the association between workplace aggression and organisational effectiveness. We used secondary survey data and an important indicator of organisational effectiveness in the healthcare sector (i.e. rates of hospital-acquired infections (HAIs)) from 101 hospitals in NSW, Australia. We found that hospitals with higher rates of workplace aggression had higher rates of patients with HAIs and that employee engagement was an important mechanism that helped explain this effect. These findings underscore the potential benefits of management policies and practices that are aimed at preventing workplace aggression and support greater employee engagement. JEL Classification: L120
Chapter 9 A conceptual model of the effects of emotional labor strategies on customer outcomes
Publisher: Emerald (MCB UP )
Attitudes toward Suicide: German and U.S. Nationals
Publisher: SAGE Publications
Date: 11-1997
DOI: 10.2190/H1CB-YFJD-W51B-P741
Abstract: The Suicide Opinion Questionnaire (SOQ) was administered to two s les of adult volunteers: 172 Germans and 172 U.S. nationals. An analysis of the results indicated five major findings: 1) statistically significant gender differences in attitudes toward suicide were obtained in both s les. 2) These gender differences showed consistency across the two s les. 3) Statistically significant differences between German and United States s les were obtained on all eight SOQ scales. 4) The differences between countries were significant for both males and females considered separately, with one exception. 5) Finally, four SOQ scales showed significant but modest correlation with age in both s les.
Gender and Service Delivery
Publisher: SAGE Publications, Inc.
The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience
Publisher: Annual Reviews
Date: 21-01-2019
DOI: 10.1146/ANNUREV-ORGPSYCH-012218-015056
Abstract: Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.
Free to be you and me: A climate of authenticity alleviates burnout from emotional labor.
Publisher: American Psychological Association (APA)
Date: 2012
DOI: 10.1037/A0025102
Abstract: Given the emotional nature of health care, patients and their families may express anger and mistreat their health care providers in addition, those providers are expected to manage their own emotions when providing care--two interpersonal stressors that are linked to job burnout. Integrating conservation of resources (Hobfoll, 2002) and ego depletion (Muraven & Baumeister, 2000) theories, we propose that this creates a resource loss spiral that can be slowed by the presence of a "climate of authenticity" among one's coworkers. We describe this climate and how it differs from other work climates. We then propose that a work unit with a climate of authenticity should provide a self-regulatory break from emotional labor with patients, thus replenishing resources and buffering against strain from emotional labor. We tested this multilevel prediction by surveying 359 health care providers nested within 48 work units at a large, metropolitan hospital. We find that medical workers experiencing more mistreatment by patients are more likely to be managing emotions with patients, and this response further contributes to the employees' job-related burnout. As predicted, managing emotions with patients was unrelated to burnout for workers in a unit with a climate of authenticity.
When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees
Publisher: SAGE Publications
Date: 27-10-2020
Abstract: Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial effects of withdrawal on frontline service employees’ well-being have rarely been investigated. In this article, we conducted two studies to examine the moderating role of on- and off-task withdrawal behaviors on the relationship between customer incivility and employees’ emotional exhaustion. In Study 1, we examined parking officers’ reactions to customer incivility. We found support for the role of off-task withdrawal as a resource-replenishing strategy, which mitigated the relationship between customer incivility and emotional exhaustion. In Study 2, we examined a s le of nurses in a large hospital to compare the replenishing potential of both on-task and off-task withdrawal strategies. We found that off-task withdrawal served a replenishing function, while on-task withdrawal aggravated nurses’ feeling of emotional exhaustion as a result of customer incivility. These results highlight different resource implications, including recovery benefits of short-term withdrawal behaviors at work, and provide important theoretical and practical implications for the management of customer incivility and frontline service employees’ well-being and performance.
Service work in 2050: Toward a work ecosystems perspective
Publisher: Emerald
Date: 17-09-2018
DOI: 10.1108/JOSM-05-2018-0131
Abstract: The purpose of this paper is to explore the changing nature of the relationship between service workers and their work arrangements. Building upon classical and contemporary management theories and examining current trends and disruptions in employment relationships, it proposes a dynamic and relational model applicable to the management of service work in future decades (notionally in the year 2050). This paper introduces and develops the concept of worker–ecosystem relationship as a core construct to describe the participation and productivity of workers in the significantly transformed work environment of 2050. This paper argues that in work ecosystems – defined as relatively self-contained and self-adjusting systems – work arrangements will evolve toward less-clearly defined employment relationships characterized by long-term social contracts, tightly defined work roles and physical proximity of workers and organizations. A novel yet theoretically rooted construct of work ecosystems is introduced, using this new lens to predict changes in the nature of service work in 2050.
Reaping the Rewards of Functional Diversity in Healthcare Teams: Why Team Processes Improve Performance
Publisher: SAGE Publications
Date: 21-04-2018
Abstract: Functional ersity in healthcare teams—where members from different healthcare professions work together—is often advocated as the key to achieving quality patient outcomes. However, although functionally erse teams promise much, they do not always deliver on that promise. Based on the informational ersity perspective, we argue that functional ersity increases role conflict and is an important factor that can help to explain why functional ersity does not always lead to effective team performance. We also argue that team processes play an important role in moderating the effect of functional ersity on role conflict and that depending on how functionally erse healthcare teams are, certain team processes are more important than others for reducing role conflict thereby leading to improved team performance. We contrast two specific team processes (interpersonal conflict management and back up and helping) and argue for their relative importance depending on the level of functional ersity in healthcare teams. Data from 75 hospital teams support our differential predictions that interpersonal conflict management is a particularly important team process for reducing role conflict and improving team performance for teams with high functional ersity, whereas for teams with low functional ersity, back up and helping is a more important team process. These results have important implications for the management of functionally erse healthcare teams. By identifying the relative importance of team processes, these results provide evidence for investing in team processes that enable healthcare teams to reap the rewards of functional ersity.
Moderating the effect of emotional labor: The role of relationship strength & personalized service
Publisher: Academy of Management
Date: 07-2012
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation
Publisher: Wiley
Date: 28-10-2014
DOI: 10.1002/MAR.20756
Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays
Publisher: Wiley
Date: 09-08-2021
DOI: 10.1002/MAR.21567
Abstract: Frontline service employees often feign positive displays during customer interactions to enhance service outcomes, but to what extent are customers aware of these inauthentic positive displays? The perception of inauthenticity involves a series of complex judgments, however, the influence of customers' different thinking processes on these judgments and the role of customer in idual differences in emotional intelligence are seldom investigated. This article investigates how customer emotional intelligence influences the processing of frontline employees' inauthentic positive displays. Across three experimental studies, we find that experiential processes combine with high emotional intelligence to predict more accurate perceptions of frontline employees' inauthentic positive displays (Study 1). In contrast, rational processes interact with low emotional intelligence to predict less accurate perceptions (Study 2). We also find that high emotional intelligence and high dual thinking processes (both experiential and rational) predict more accurate perceptions of frontline employees' inauthentic positive displays (Study 3). These results extend knowledge of the important role of customers in detecting the frontline employee's inauthentic displays. Our findings have important practical implications for service settings where there are strong expectations for frontline employees to provide “service with a smile.”
From bad to worse
Publisher: SAGE Publications
Date: 06-06-2012
Abstract: Poor employee–customer interactions influence customer satisfaction and employee well-being. In studying these negative exchanges, researchers tend to take either the perspective of the customer (i.e., the problem is service failure) or the employee (i.e., the problem is the difficult customer). We review these two literatures to show that the inputs, processes, and outcomes of these two perspectives are linked in a way that creates a negative exchange spiral. We argue that this is an “open-loop” spiral because the negative service encounter spills over to the experience of subsequent customers and nearby employees. We suggest that future research use an integrated model of the employee–customer negative exchange spiral and dyadic methods to more effectively test and understand these negative exchanges. Finally, we propose how dyadic and contextual characteristics accelerate or break the negative spiral, suggesting research and practical implications.
The impact of surface acting on coworker-directed voluntary workplace behaviours
Publisher: Informa UK Limited
Date: 23-11-2016
When the Going Gets Tough, the Tough Keep Working
Publisher: SAGE Publications
Date: 10-06-2013
Abstract: Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studies have empirically examined this link. In this article, we investigate the relationship between surface acting and absenteeism and the moderating role of surface acting self-efficacy. Drawing on resource perspectives, we argue and show that when valued resources are threatened or lost as a result of surface acting, employees will actively strive to prevent further resource loss by withdrawing from work. We propose, however, that surface acting self-efficacy can help buffer the resource depleting effects of surface acting leading to withdrawal. Using data from two sources, collected at two points in time, we surveyed 121 nurses and linked these data to absenteeism data collected 12 months postsurvey. Results showed direct effects of surface acting on absenteeism in addition, higher surface acting self-efficacy minimized the detrimental effects of surface acting on absenteeism. We also found support for the mediating role of affective commitment in explaining this interaction effect. These results suggest that the effects of surface acting on absenteeism are less detrimental for employees with high surface acting self-efficacy as these in iduals are less negatively affected by the drain on the motivational resources that keep them feeling attached to their workplace and, in turn, keep them at work. This study extends our understanding of emotional labor processes and provides insights into the active process whereby employees are driven by the motivation to conserve resources and prevent further losses.
Goal-Directedness and Personal Identity as Correlates of Life Outcomes
Publisher: SAGE Publications
Date: 08-2002
DOI: 10.2466/PR0.2002.91.1.153
Abstract: Although much research has been conducted on goal setting, researchers have not examined goal-directedness or propensity to set goals as a stable human characteristic in adults. In this study, a survey was developed and distributed to 104 adult participants to assess their goal-directedness, personal identity, and various life outcomes. A theoretical model was developed and tested using structural equation modeling that proposed that both goal-directedness and personal identity should positively influence important life outcomes. Analysis showed that goal-directedness and personal identity are positively related to personal well-being, salary, and marital satisfaction. Further, personal identity was positively related to job satisfaction but, contrary to related research, goal-directedness did not predict job satisfaction.
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