Search results

The purpose of this paper is to investigate whether and how climate strength and quality are related to employee commitment above and beyond individual climate perceptions.

Data were collected from 48 work units in organizations from different branches of industry. A total of 419 employees completed a questionnaire.

Climate quality was related to commitment above and beyond individual climate perceptions. However, this concerned the climate dimensions of cooperation and innovation, but not reward. Climate strength moderated the relationship between individual cooperation and innovation perceptions, and commitment.

This study emphasizes the importance of group‐level perceptions as related to employee commitment. Because of the cross‐sectional design, conclusions about the causal order of the variables cannot be drawn.

If organizations want to increase employees' commitment they should put the more skeptical employees in positive work environments, thus, in units of higher cooperation and innovation quality.

People are sensitive to the evaluative tone of their social environment.

The paper is the first to examine the combined relationships of individual climate perceptions, climate‐strength, and climate quality with employee commitment.

This study examines the moderating influence of the Big Five factors of agreeableness, extraversion, and emotional stability on the relationship between conflict and well‐being.Design/methodology/approach – Two field studies were conducted in which respondents were asked to fill out questionnaires during work hours; the first study involved a health care organization, the second one a manufacturing organization.Findings – In performing sets of hierarchical regressions it was shown that conflict was negatively associated with well‐being, especially when individuals were low in agreeableness, low in emotional stability or low in extraversion.Research limitations/implications – We proposed directional relations between conflict and individual well‐being, however we cannot rule out the alternative in which reduced well‐being leads to more conflict. Future research using a cross‐lagged design with longitudinal data is needed to establish causal relationships.Practical implications – The most straightforward implication for practice seems to be that conflict should become part of the checklist consultant's use when advising organisations with high rates of turnover, sick leave, and absenteeism.Originality/value – This study showed that conflict adversely affects well‐being, especially for disagreeable, emotional unstable, or introverted individuals.

The purpose of this paper is to examine the inventory performance effect of advanced material planning modes and analyse how internal and external contextual difficulties moderate this relationship. This study also identifies avenues for future research.

The empirical analysis uses a survey of material planning for purchased items in 292 Swedish manufacturing and wholesaling companies. Three dimensions of inventory performance are dependent variables: material planning performance, inventory turnover rate, and service level.

Advanced material planning modes are directly associated with material planning performance, but this study could not verify direct associations with inventory turnover rate and service-level performances. External and internal contextual difficulties have direct effects on all inventory performance dimensions and moderate the inventory performance effect of advanced material planning modes. The moderating effect is stronger in non-difficult contexts, for which advanced material planning has significant inventory performance effects. Demand- and human-related contextual dimensions are especially critical.

The study identifies the following guidelines for companies to consider in order to unlock the potential of advanced material planning: consider full implementation of advanced material planning in non-difficult contexts; minimise the plan variability effects of high parameter revision and planning frequencies; minimise the need for, and use of, manual modification of planned orders before release; reduce demand uncertainty and variability; and secure appropriate human skills and working time.

This study somewhat contradicts the literature on material planning by not finding a direct positive effect on any inventory performance dimension from analytical design of order quantities and safety stocks. The research adds to the literature by identifying direct and moderating effects of external and internal contextual difficulties on all three-inventory performance dimensions. The relative importance of managing automatic order release identified in the study motivates future research as the effect has not been previously highlighted in the literature. Accordingly, avenues for future research and an agenda for practice-oriented research are suggested.

The paper seeks to describe the state‐of‐the‐art, reasons for selecting various material planning methods, and modes of applying methods for initiating inventory replenishment of purchased items. It also identifies trends from 1993 to 2005.

Empirical survey data are collected from Swedish manufacturing companies in 1993, 1999 and 2005. The MRP, re‐order point, fixed interval ordering, run‐out time, and Kanban methods are studied.

MRP is the most commonly used method and its position has strengthened since 1993. A common way of determining parameters such as order quantities and safety stocks is to use judgment and experience. Parameters used in material planning methods are reviewed relatively infrequently. The planning frequency has increased, with daily planning now being typical.

The major limitation is that different data collection techniques were used in 1993 compared with 1999 and 2005. An important research implication is that the state‐of‐the‐art applications differ from theoretically appropriate application modes. The trends are towards less appropriate modes among the most widespread applications.

The frequency of reviewing planning variables is relatively low in industry, and should in most situations be increased. The paper implies that more user‐friendly software applications need to be developed and implemented. It could serve as guidelines when designing and developing training and education programs and function as a benchmark.

The paper provides a longitudinal state‐of‐the‐art description of materials planning usage and identifies application modes with positive and negative performance impact.

Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations.

This paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers.

The authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service.

This paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.

The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action for more service researchers to adopt promising and increasingly accessible neuro-tools that allow the service field to benefit from neuroscience theories and insights.

The paper synthesizes key literature from a variety of domains (e.g. neuroscience, consumer neuroscience and organizational neuroscience) to provide an in-depth background to start applying neuro-tools. Specifically, this paper outlines the most important neuro-tools today and discusses their theoretical and empirical value.

To date, the use of neuro-tools in the service field is limited. This is surprising given the great potential they hold to advance service research. To stimulate the use of neuro-tools in the service area, the authors provide a roadmap to enable neuroscientific service studies and conclude with a discussion on promising areas (e.g. service experience and servicescape) ripe for neuroscientific input.

The paper offers service researchers a starting point to understand the potential benefits of adopting the neuroscientific method and shows their complementarity with traditional service research methods like surveys, experiments and qualitative research. In addition, this paper may also help reviewers and editors to better assess the quality of neuro-studies in service.

This paper aims to contribute a qualitative analysis of practitioners' accounts to illuminate alternative approaches to social enterprise that tend to be neglected by predominant academic representations.

By analysing qualitative interviews, the paper examines the ways social entrepreneurs in Germany coproduce and reproduce the prevailing theoretical notions of social enterprise. The main themes of the interviews are elaborated upon to accentuate certain critical aspects that until now have not been the focus of attention in research. Alternative perspectives of the empirical data are developed which indicate patterns that are currently excluded from narrative practices of academia.

There are several insightful perspectives represented in the interview data: the (conspicuous) absence of managerialism as a dominant motivational feature; the complexity of the local political and social realm in which social entrepreneurs think and act in spontaneous, often “non‐rational” ways; and personal and biographical accounts of social entrepreneurs as an important self‐defining feature. The findings demonstrate the explanatory power of qualitative empirical accounts as a starting point to veer away from reductionist drawing‐board concepts of social enterprise.

These articulations of social entrepreneurs' own realities are important as they are sometimes at odds ideologically with managerial approaches to social enterprise which emphasize cost‐efficiency reasoning and financial independence.

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.

In study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.

The study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.

The results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.

Building on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.

This study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).

Results show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.

Service robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).

This study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.