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Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE.

Meta-analytic procedures ascertain the magnitude of the relationship between EE and SEWP (k = 102, ρ^ = 0.45) and between SEWP and three dimensions of CE: customer purchases (k = 42, ρ^ = 0.47), customer knowledge (k = 4, ρ^ = 0.33) and customer influence (k = 7, ρ^ = 0.42). The current meta-analysis reports an effect size for the EE-overall SEWP relationship nearly 1.50 times greater than related extant meta-analyses.

Results suggest SEWP, consisting of service employee task performance and contextual performance, serves as an important intervening mechanism between EE and CE by considering nine dimensions of SEWP. Such findings suggest that to maximize SEWP, service employees must go beyond simply being satisfied in their work roles; instead, service employees must feel energized, find fulfillment and meaning and be engrossed in their work to maximize the service they provide to customers.

This research extends previous meta-analytic efforts, bridges the multi-disciplinary gap between EE and CE research, provides an empirical link allowing for informed decision-making for managers and stakeholders, underscores the importance of service employees surpassing required job responsibilities to meet and exceed customer needs and suggests an agenda for future service research integrating EE and CE.

The purpose of this manuscript is to provide a step-by-step primer on systematic and meta-analytic reviews across the service field, to systematically analyze the quality of meta-analytic reporting in the service domain, to provide detailed protocols authors may follow when conducting and reporting these analyses and to offer recommendations for future service meta-analyses.

Eligible frontline service-related meta-analyses published through May 2021 were identified for inclusion (k = 33) through a systematic search of Academic Search Complete, PsycINFO, Business Source Complete, Web of Science, Google Scholar and specific service journals using search terms related to service and meta-analyses.

An analysis of the existing meta-analyses within the service field, while often providing high-quality results, revealed that the quality of the reporting can be improved in several ways to enhance the replicability of published meta-analyses in the service domain.

This research employs a question-and-answer approach to provide a substantive guide for both properly conducting and properly reporting high-quality meta-analytic research in the service field for scholars at various levels of experience.

This work aggregates best practices from diverse disciplines to create a comprehensive checklist of protocols for conducting and reporting high-quality service meta-analyses while providing additional resources for further exploration.

This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service evaluations, and how customers’ need for uniqueness impacts these relationships.

A multi-method, three-study design is used to test the research model. Specifically, structural equation modeling provides tests of the main hypotheses, and two supplemental experimental studies tease out conditional effects providing insightful managerial contributions.

Results indicate that customers’ perceptions of employee authenticity affect customers’ interactional justice evaluations, particularly when customers identify high levels of customer–employee rapport. Additionally, the aforementioned relationships are contingent upon customers’ need for uniqueness, such that customers with higher levels of need for uniqueness experience lower levels of customer–employee rapport and, consequently, provide poorer interactional justice assessments. Finally, conditional effects are found given the type of provider and frequency of visit.

This research extends prior efforts to understand how customer–employee dynamics influence customers’ service encounter evaluations. In particular, it furthers understanding of authentic FLE–customer encounters, explores drivers of interactional justice and explicates how consumers’ varying levels of need for uniqueness have differential effects on service outcomes.

This paper aims to provide an in-depth examination of culturally and linguistically diverse older adults’ perceptions of and experiences with the Toronto Police Service to inform the development of a training curriculum for police officers working with older persons.

A qualitative descriptive study using virtual focus groups with 26 older adults from Toronto was conducted.

Three main themes emerged: understanding intersectionality; the impact of police officer attitudes and biases; and the need for age-friendly policing. Although many older adults rely on police services to keep them safe, there is dissatisfaction with some aspects of how police interact with older adults, particularly from minority groups.

Participants were older adults from culturally, ethnically and linguistically diverse backgrounds who are not usually included in studies on improving police services.

Followers are assumed to use implicit leader prototypes when evaluating leader behavior. Cross‐cultural theorists suggest that these leader prototypes are influenced by national culture. To test this relationship, the present study examined leader prototypes in a cross‐cultural study with Danish and American participants. These two cultures have been found to differ significantly on two major cultural dimensions: individualism and masculinity. It was expected that individuals would rate a leader candidate that matched their own culture as more effective and more collegial than a leader that did not match. Unexpectedly, the highest leader ratings were not in conditions with a cultural match between participants and leader candidate. Rather, both cultures saw feminine leaders as most collegial and feminine‐individualistic leaders as most effective.

The purpose of this paper is to determine the priorities of formation of competencies during training of digital personnel for industry 4.0.

The author performs two experiments for determining the scenario according to which industry 4.0 develops and will develop: the first experiment is aimed at determining the influence of the number of robots at unemployment level in 2019 and 2022 with the help of regression and correlation analysis (regression curves are built). The second experiment is connected to evaluation of the ratio of the number of robots to the number of population in 2019 and 2022. The research objects are countries with the highest number of robots in the world – i.e. with the highest level of development of industry 4.0; the information and empirical basis is materials of the International Federation of Robotics and the International Monetary Fund for 2019 and their forecasts for 2022.

The results of the performed experiments showed that in 2019 and 2022 the level of robotization of socio-economic systems of the countries of the world will be very low, and robotization will not cause growth of unemployment. Based on this, it is concluded that industry 4.0 will be developing according to the scenario of moderate automatization and robotization with preservation of domination of human labor in most business processes and spheres of economy. Communications with people will constitute the basis of the activities of digital personnel, and social competencies (with obvious significance of technical competencies) will be of top priority for them.

It is substantiated that technical competencies, with their large importance, will move to the background, while the key task will be society’s adaptation to the new technological mode and making social competencies the highest priority. The social and technical competencies of digital personnel in view of the performed tasks for industry 4.0 are determined.

The discussion of supplier performance assessment and implementation challenges has been evidenced well in the academic literature. However, the analysis of supplier performance assessment has been limited in terms of inclusion of suppliers’ perspective, especially in terms of what key performance indicators they deem to be relevant and aligned with their goals. Therefore, the purpose of this paper is to shed light on supplier performance assessment, taking into account both manufacturing company’s and suppliers’ perspective, to evaluate to what extent the utilised performance measures are beneficial to all parties.

Based on literature review on supplier performance assessment, ten categories of performance measures were established and explored in a case study involving a UK manufacturing company and its suppliers. A questionnaire was distributed to the manufacturing company and their 30 suppliers, resulting with a total of 41 responses.

From the established ten categories only five categories were highly rated which were: net profits, flexibility and responsiveness, delivery performance and time and cycle time, product quality and availability, which were aligned to financial and internal business process categories.

This study focused on a UK-based company and its relationship with its suppliers and how performance measures were assessed within this context. A further study needs to be conducted in terms of comparing the results of the study to other companies’ supplier performance assessment.

The research on the topic of supplier performance assessment often relates to measurement and highlights measures for assessing suppliers’ performance to a particular industry or area of performance measurement. Hence, this study embeds three distinctive angles including the academic literature on supplier performance assessment, suppliers’ and the manufacturing company’s perspectives.

This paper examines whether and when improvement routines are critical for implementing lean practices in small- and medium-sized manufacturing enterprises (SMEs). Improvement routines such as “employees initiate and carry through improvement activities” are generally seen as an important means to achieve the full benefit of structural lean interventions. Womack and Jones (2003) suggest that these improvement routines should be developed as the company becomes more experienced in lean. The purpose of this paper is to explore the relative importance of individual improvement routines at various degrees of lean practice implementation.

A Between-Case Comparison Analysis (Dul and Hak, 2012) and a Necessary Condition Analysis (Dul, 2016) were performed on self-assessment data from 241 respondents at 38 Dutch manufacturing SMEs.

The importance of improvement routines depended on the degree of lean practice implementation. Lean practices could be implemented to some extend without developing specific improvement routines, yet certain routines were necessary for more advanced implementations of lean. These routines relate to employees conducting shared improvement activities and in the most advanced cases to aligning different improvement activities.

These findings question existing lean implementation models that neglect improvement routines and indicate the need to integrate improvement routines into every lean transformation for it to be sustainable.

The main aim of this study is to investigate the impact of climate change and water salinity on farmer’s income risk with future outlook mitigation. Salinity and climate change are a threat to agricultural productivity worldwide. However, the combined effects of climate change and salinity impacts on farmers' income are not well understood, particularly in developing countries.

The response-yield function and general maximum entropy methods were used to predict the impact of temperature, precipitation and salinity on crop yield. The target minimization of total absolute deviations (MOTAD)-positive mathematical programming model was used to simulate the impact of climate change and salinity on socioeconomic and environmental indicators. In the end, a multicriteria decision-making model was used, aiming at the selection of suitable climate scenarios.

The results revealed that precipitation shows a significantly decreasing trend, while temperature and groundwater salinity (EC) illustrate a significantly increasing trend. Climate change and EC negatively impact the farmer's income and water shadow prices. Maximum reduction in income and water shadow prices was observed for A2 scenario (−12.4% and 19.4%) during 2050. The environmental index was the most important, with priority of 43.4% compared to socioeconomic indicators. Subindex amount of water used was also significant in study area, with 28.1% priority. The technique for order preference by similarity to ideal solution ranking system found that B1 was the best climatic scenario for adopting climate change adaptation in the research region.

In this study, farmers' income threats were assessed with the aspects of different climate scenario (A1, A1B and B1) over the horizons of 2030, 2040 and 2050 and three different indicators (economic, social and environmental) in Northwestern region of Pakistan. Only in arid and semiarid regions has climate change raised temperature and reduced rainfall, which are preliminary symptoms of growing salinity.