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Self-service technologies (SST) have become more and more pervasive in retail to facilitate autonomous checkout. In this context, customers play an active role and, as such, can be considered as “partial employees.” Partial employees have to perform a wide range of tasks, get rewarded for their work and need to understand the terms of the exchange, all without being subject to a formalized contract. In this research, the authors suggest that partial employees go through a process of organizational socialization that allows them to define the psychological contract they hold with the organization.

In order to investigate the psychological contracts of partial employees, 324 Canadian customers using SST completed an online questionnaire, in which their SST use, psychological contract fulfillment and organizational socialization were measured.

Descriptive analyses highlight that customers as partial employees build a psychological contract with their most frequent retailer, as they perceive not only retailer inducements but also their own contributions. Multiple linear regressions suggest that organizational socialization favors psychological contract fulfillment, but that specific dimensions of organizational socialization are important for employer inducements vs. employee contributions. Moreover, results suggest that the frequency of use of SST as well as the patronage positively predicts psychological contract fulfillment.

This research investigates a specific situation of unconventional employment – that of customers as partial employees with organizations. It contributes to the literature on the psychological contract by broadening its application to new relations and to the literature on customer management by reemphasizing the relevance of the psychological contract in this domain.

This paper discusses the role that customers play as human resources in service‐based organizations. These involve situations where a customer replaces a more traditional employee (ATMs, self‐serve gas stations), or situations where the customer serves as a strategic partner by providing resources, particularly information, that are critical for the performance of the service exchange (consulting, health care, physical fitness training). After discussing the conditions under which a customer acts as a “partial employee” of a firm, we turn to a discussion of how human resource functions apply to partial employees. Research propositions are offered to guide future research in customer labor contributions.

The purpose of this paper is to give an updated overview of the research on employee ownership. What does the scientific literature reveal about advantages and disadvantages? What can be learned from different models used in Italy, France, Mondragon (Spain), UK and US with many employee-owned firms in contrast to Denmark.

A structured review of the literature on employee. The paper identifies different mechanisms leading to effects on productivity, job stability, distribution, investment etc., and reviews the empirical evidence. The main barriers and drivers are identified and different models for employee ownership in Italy, France, Mondragon (Spain), UK and US are reviewed to identify potential models for a country like Denmark with few employee-owned firms.

The article gives an overview over the theoretical predictions and the main empirical evidence of the effects of employee ownership. The pros are greater employee identification with the firm and increased productivity reinforced by increased participation. Employee-owned firms have more equal distribution of wages and more stable employment, and they have greater mutual control between employees and fewer middle managers. The motivation effects may be smaller for large firms and lack of capital may lead to lower levels of investments and capital per employee.

Comprehensive and updated literature review on the effects and successful formats of employee ownership to identify models for implementation in countries with few employee-owned firms.

The purpose of this paper is to examine two important family roles, financial and caregiver, and their impact on four relevant outcome variables: absenteeism, partial absences, employee performance, and life satisfaction; they also explore the intervening impact of core self-evaluations (CSE) among these relationships.

Data are collected using a questionnaire and actual employee performance data. Hypotheses were assessed in a structural model using LISREL.

The results demonstrate the impact of family roles on important outcomes, such as absenteeism and life satisfaction, as well as limited support of the moderating impact of CSE. Further, life satisfaction was significantly impacted by family roles and influenced job performance.

Although the measures were self-reported, actual job performance data were collected from company records; such a design should limit the risk of common method variance (Podsakoff et al., 2003).

Two family roles were shown to impact life satisfaction and these were positively moderated by CSE. Therefore, organization can develop family-friendly programs and policies to support employee’s multiple family roles in an effort to increase employee’s levels of life satisfaction and job performance. Incorporating CSE in the hiring process or providing employees with the skills and abilities to enhance their level of CSE should impact job performance.

The study contributes by assessing family roles using gender-neutral measures that assess level of role engagement. It also incorporates a dispositional variable, CSE, and its relation to family roles and job performance.

Studies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers. However, no studies appear to have tested the link to service quality from an employee perspective. Hence, the major aim of this study was to investigate the relationships between service climate, employee commitment and employees' service quality capability (SQC).

Data were collected by a cross‐sectional field study of frontline employees in a telecommunications call centre (n=167; 58 percent). A call centre was chosen because of the perceived poor service climate and the high levels of employee turnover.

Global service climate (GSC) in the call centre was found to be positively related to employees' SQC, with partial mediation by employee commitment. Regression analysis showed that three factors: managerial practices, customer feedback and human resource management contributed to GSC but, unexpectedly, customer orientation did not.

The findings indicate that the service climate in a call centre affects employees, both in terms of their commitment, and their self‐reported feelings about the delivery of service quality to customers. Unexpected findings suggest that further work on service climate in call centres is warranted.

This study demonstrates the important effects of service climate in general, and HRM in particular, on frontline employees in call centres. Managers should benefit from noting the links and the likely service quality outcome for customers.

This paper applies and extends theory developed in other contexts to call centres.

Given the polyphony around service orientation related constructs coming from both Marketing and Organizational Behavior researchers, the first purpose of this paper is to delineate the construct of service orientation, and second, recognizing the focal role of employees for offering services of high quality, it investigates the complex relationship between service orientation and job satisfaction.

This paper draws upon theories and arguments from marketing and organizational behavior to identify “organizational service orientation” (OSO) as a common basis for both scholarships. Grounded on the review of the impact of OSO and job satisfaction constructs to each other, the authors develop research propositions, and discuss implications of the proposed relationships for both.

The paper explicates the positive impact of OSO on job satisfaction but also puts forward a positive influence of job satisfaction on OSO, suggesting hence a reciprocal relationship between the two.

First, this paper offers construct clarification for OSO, bridging disciplinary and audience divides. Second, it argues over the reciprocal relationship between OSO and job satisfaction, indicating the necessity to invest on maximizing both constructs in order to ultimately optimize the service experience of customers.

Explores observable oral participation (OOP) of customers at the front stage of the service delivery system within a retail store setting. Spoken interactions between a customer and a sales assistant are denoted as OOP1, and those between one customer and another as OOP2. The respective front stage roles of customers and sales assistants are examined through an analysis of the content of OOP1 and OOP2 as described by a large sample of customers of a particular store. A process and structure of classification of OOP1 and OOP2 interactions is described and proposed. Results show that, while overall patterns of OOP1 and OOP2 activities are significantly different, the proportion of products‐related interactions for each is very similar. OOP2 interactions were predominantly positive and there is evidence that, for some customers, product‐related conversations with other customers replace or reinforce those with sales assistants. Discusses the actual roles enacted by persons at the front stage in the context of the management of the service encounter.

This study aims to conduct a comprehensive review of the literature on employee innovative behavior (EIB) in services. Based on the review, the conceptualization and operationalization of EIB are summarized, and the relationships between job characteristics and EIB are revealed.

Altogether, 143 papers examining EIB in services published in 56 journals, including top management and hospitality journals, during the period of 1995-2014 were reviewed.

Three approaches to examine EIB in services have been identified. The concept of EIB based on the reviewed papers is summarized. In addition, antecedents and consequences of EIB are reviewed. In particular, the role of job characteristics in EIB is discussed.

This study provides practitioners with a “one-stop” paper to enhance their understanding of the relationship among EIB, job characteristics and other relevant concepts. Implications for hospitality firms on stimulating the innovative behaviors of employees are also provided.

Owing to the particularity and importance of EIB in services, this review summarizes the current knowledge on this concept and its antecedents and provides directions for future research, especially on the relationship between job characteristics and EIB.

The purpose of this paper is twofold. First, to propose a new metaphor, student‐as‐aspirant, which captures well the educational role of students, professors, and business schools. Second, to develop the strategic implications of this metaphor for the management of business schools.

A thorough review of relevant literature is conducted and the underlying assumptions of previously suggested metaphors are exposed and challenged. The new metaphor has subsequently been developed based on a broader typology of business offerings.

The paper shows that the extant metaphors are inappropriate for they misrepresent the nature of learning as the core of business schools' offerings to their students. It concludes with the advantages of the student‐as‐aspirant metaphor.

Limitations are centred on the difficulties faced by students, professors, and business schools in adopting the metaphor.

The metaphor has strategic implications ranging from stakeholders' expectations, to governance, structure, and strategy of business schools.

The paper is the first to use a typology of four distinct business offerings to propose a new metaphor that sensibly flows from the nature of the transformative learning as the core offering of business schools.

Extensive work related to examining predictors and determinants of employee engagement and job performance have been conducted in past studies. A dearth of studies relating organizational culture and employee engagement with contextual and task performance in the hospitality industry necessitated the present study. This study aims to examine variability in the task and contextual performance owing to employee engagement and organizational culture.

The study has been conducted in four districts of Himachal Pradesh using a multistage sampling technique. A total of 360 hotel employees were involved in collecting their responses through a structured questionnaire.

The results of multiple regression showed that vigor, dedication and absorption variables of employee engagement contribute toward contextual performance. Vigor and absorption affect the task performance of employees. In the case of contextual performance vigor shows maximum contribution followed by absorption and dedication whereas for task performance, the maximum contribution is exhibited by absorption followed by vigor. Organizational culture sub-variables of experimentation, autonomy and trust came out to be major predictors, which help to improve contextual and task performance of employees.

The study suggests that psychological ownership, along with trust toward top management can create an enriched work culture, which influenced both the contextual and task performance of employees. The findings of the study can be practically used by government and private organizations for improving workforce performance in the hospitality industry. Future research can be conducted based on the findings of the study.

The study provides insight on how and to what extent cultural and employee engagement variables can affect employee’s contextual and task performance. The present study adds value to the existing literature and investigates the role of culture and employee engagement in enhancing task and contextual job performance. Managers and policymakers can use the findings of the study to improve organizational culture, employee engagement and performance of the employees in the hospitality sector. The study opens avenues for future studies.