ORCID Profile
0000-0002-1321-8450
Current Organisation
University of Newcastle Australia
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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.
Publisher: Elsevier BV
Date: 2008
Publisher: Elsevier BV
Date: 11-2014
Publisher: Wiley
Date: 25-10-2023
DOI: 10.1111/PEPS.12627
Publisher: Pensoft Publishers
Date: 20-03-2020
DOI: 10.3897/BISS.4.50889
Abstract: The quality of bio ersity data publicly accessible via aggregators such as GBIF (Global Bio ersity Information Facility), the ALA (Atlas of Living Australia), iDigBio (Integrated Digitized Biocollections), and OBIS (Ocean Biogeographic Information System) is often questioned, especially by the research community. The Data Quality Interest Group, established by Bio ersity Information Standards (TDWG) and GBIF, has been engaged in four main activities: developing a framework for the assessment and management of data quality using a fitness for use approach defining a core set of standardised tests and associated assertions based on Darwin Core terms gathering and classifying user stories to form contextual-themed use cases, such as species distribution modelling, agrobio ersity, and invasive species and developing a standardised format for building and managing controlled vocabularies of values. Using the developed framework, data quality profiles have been built from use cases to represent user needs. Quality assertions can then be used to filter data suitable for a purpose. The assertions can also be used to provide feedback to data providers and custodians to assist in improving data quality at the source. A case study, using two different implementations of tests and assertions based around the Darwin Core "Event Date" terms, were also tested against GBIF data, to demonstrate that the tests are implementation agnostic, can be run on large aggregated datasets, and can make bio ersity data more fit for typical research uses.
Publisher: IEEE
Date: 08-2012
Publisher: IEEE
Date: 10-2010
DOI: 10.1109/LARS.2010.23
Publisher: Emerald
Date: 05-09-2023
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.
No related grants have been discovered for Yu Wu.