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The study aims to promote the use of qualitative methods in service research by investigating how these methods are reported in service journals, how the level of reporting has evolved and whether methodological reporting influences the downloads or citations received by qualitative articles.

Methodological reporting practices were identified through content analysis of 318 qualitative articles published in three major service research journals and comparison with prior methodological literature. Regression analysis was used to test how the level of methodological reporting influences article downloads and citations.

The study identifies 29 reporting practices related to 9 key methodological reporting areas. The overall level of methodological reporting in published qualitative articles has increased over time. While differences in the level of reporting between service journals persist, they are narrowing. The level of methodological reporting did not influence downloads or citations of qualitative articles.

Service scholars using qualitative methods should pay attention to methodological reporting as it can improve the chances of being published. Factors such as theoretical contributions are likely to have a greater influence on article impact than methodological reporting.

No prior study has explored methodological reporting practices across different qualitative methodologies or how reporting influences article impact. For authors, reviewers and editors, the study provides an inventory of reporting practices relevant for evaluating qualitative articles, which should lower barriers for qualitative methods in service research by providing practical guidelines on what to focus on when reporting and assessing qualitative research.

The present study uses dynamic capabilities and micro foundations theory to unearth the emergence of multilevel innovation in service sector organizations. Transformational leadership (TL) and corporate social responsibility (CSR) are proposed as human resource (HR) based antecedents. The study also aims to reveal the role of collective organizational engagement (COE) as a mediator in developing dynamic capabilities and contingent pay policy (CPP) as a moderator.

The research is a multilevel study where employees are nested within organizations. We used multilevel modeling in Mplus V. 8.7 to perform the analyses.

Results of multilevel structural equation modeling revealed that TL, CSR, and COE are vital microfoundations through which innovation emerges in an organization. COE acts as a partial mediator in the relationship between CSR and innovation. The level of CPP in organizations moderates these relationships at the employee level rather than at the firm level.

This research is one of the few multilevel and multisource studies to empirically test the impact of HR-based antecedents on innovative work behavior and firm innovativeness simultaneously. It also contributes to engagement literature by furthering an understanding of the nascent concept of COE.

Based on qualitative data from a large study exploring Muslim experiences in the workplace, this chapter explains how Muslim dress standards inform identity and are influenced by US cultural ideals about self-presentation and perceived anti-Muslim hostility. Theoretical sampling was used to find 25 men and 59 women, 32 of whom are veiled. These individuals worked at major corporations as numerical minorities or held professions where they encountered non-Muslims regularly. Informed by theories of orientalism and social identity, findings examine hegemonic representations of organizational power and describe how men could employ masculine practices to navigate anti-Muslim discourse and foster a sense of belonging at work. Within immigrant-centered workplaces, women face cultural backlash for appropriating Western styles deemed immodest. While working outside their community, women who wore hijabs emphasized their femininity through softer colors, makeup, or “unpinning” their veil to offset the visceral reaction to their hijab. Thus, adapting to workplace dress expectations is structured by intersections of gender, religion, and workplace location. This chapter illustrates how Muslim dress strategies indirectly reflect how Western standards of dress, behavior, and self-expression determine qualifications and approachability within workplace structures, marginalizing Muslims and reproducing racial and gender hierarchies.

Mental health is not simply the absence of psychological problems any more than physical health is the absence of disease. This chapter explores various aspects of optimal mental health and wellbeing among college students. It examines the question of what is required for college students to both feel their best and function at or near their highest levels. It also discusses the characteristics of peak mental health, including its transient nature. Predictive factors such as exercise, diet, sleep and social connection will be explored. Regarding the features of optimal wellbeing, the following variables are described: integrity, values, mindfulness, self-compassion, flow and resilience. These variables are considered in an integrated fashion as components, as well as byproducts, of wellness. Hettler’s multidimensional model of wellness is presented at the outset of the chapter, followed by Keyes’ theory of flourishing.

This study aims to examine member attachment in hybrid identity organizations (HIOs), assessing the distinct effects of identification with respect to two elements (normative and utilitarian) of a hybrid’s identity. Specifically, the author explored how such dual identifications influence commitment and exit/voice/loyalty.

To distinguish the effects of the two identities, the author used the mechanism of identity congruence – the gap between identity perceptions and expectations – as an analog of identification. The models of identity gap, commitment and exit/voice/loyalty were examined via a survey of agricultural cooperative members.

Both the social and economic forms of identity gap were significantly related to commitment and exit/voice/loyalty. In addition, commitment mediated the relationship between identity gap and exit/voice/loyalty.

The results demonstrate the distinctive effects of the dual identities and reinforce the importance of delineating such differences when examining identification in hybrid organizations.

Managers should recognize the duality inherent in hybrid organizational identification and understand the potential for different outcomes stemming from the separate identities.

This study represents the first quantitative examination of an integrated model of dual identification and commitment in HIOs. It is also unique in exploring the exit/voice/loyalty framework as a consequent of identification.

While corporate social responsibility (CSR) has been gaining support for the role it plays in employee outcomes, such as organizational identification (OID), the view of CSR from a social identity perspective is underdeveloped. This conceptual chapter explores the role of social identity processes grounded in organizational justice to develop a model of CSR attributions and the moderating role these attributions play in organizational member outcomes. CSR is understood as the relational processes happening with stakeholders, and these relationships engage specific organizational identity orientations. The social identity process flows from there, resulting in CSR attributions including strategic, relational, and virtuous. Using social identity, organizational identity, and organizational justice, this chapter makes two specific contributions: a CSR attribution typology grounded in organizational justice and the moderating impact of these attributions between activated justice dimensions and resulting organizational member outcomes.

This research seeks to better understand the impact of employee-customer identification on critical job outcomes such as customer orientation and commitment to service quality.

A sample of 316 hotel/motel employees was used for the study. Structural equation modeling was used to analyze the data.

Results show a positive relationship between ethical values person-organization fit and employee-customer identification indicating that when customer-contact service employees’ ethical values align with those of the organization, they identify with customers more closely. Results also suggest that when employees identify with customers they are likely to be more customer-oriented and committed to providing service quality.

We learn how the relationship between employee and organization impacts employee-customer identification. Furthermore, we better comprehend the impact of employee-customer identification on critical outcomes in the hospitality industry such as customer orientation and commitment to service quality.

This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making.

The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories, how they have been applied and how they have evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies.

Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism).

The proposed DILEMMAS process illustrates the practical application of TEDS.

This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.