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Article
Publication date: 31 October 2023

Yumeng Yue, Nate Zettna, Shuoxin Cheng and Helena Nguyen

In many contemporary service organizations, service teams or service units are the main engines used to deliver key services to customers, client or patients. However, it remains…

Abstract

Purpose

In many contemporary service organizations, service teams or service units are the main engines used to deliver key services to customers, client or patients. However, it remains unclear how teamwork mechanisms (i.e. the ways team members work together) influence customer service outcomes, and whether these relationships vary across different service contexts. To advance knowledge on the nature of teamwork in service teams and to set an agenda for further work in this area, there is a need to integrate and synthesize findings across the diverse literature on service teamwork. This paper aims to discuss the aforementioned objectives.

Design/methodology/approach

Using a meta-analytic approach, the authors analyzed a substantial pool of relevant effect sizes (a total of 372 effect sizes from 82 studies, with 14,291 service teams/units) to examine the effects of affective, behavioral, cognitive, motivational as well as perceptual teamwork mechanisms on customer service outcomes. The authors also investigated two key service context variables (service climate and service type) as boundary conditions on these effects.

Findings

The authors found that cognitive teamwork mechanisms were more strongly positively associated with customer evaluative outcomes than other mechanisms, whereas motivational and perceptual teamwork mechanisms had stronger associations with financial outcomes. Further, four of the five teamwork mechanisms demonstrated stronger correlations under a high service climate. The strength of the correlations between the teamwork mechanisms and customer service outcomes also exhibited different patterns when considered for different service types.

Research limitations/implications

As with all meta-analysis, the quality of the primary studies influences the quality of the insights obtained from summarized effects. As most studies are cross-sectional design, the relationships examined in this paper cannot be interpreted causally. The authors cannot rule out the possibility of reverse causality, for example, reciprocal effects of customer service outcomes on teamwork dynamics due to the reciprocal feedback loop between customers and service providers.

Practical implications

The results hold important practical implications for enhancing customer evaluation and financial performance. First, the overall findings point to the need for employers to emphasize on certain types of teamwork training in order to encourage employee collaboration within service teams. For instance, service organizations could plan team building activities for service teams to promote trust, strengthen interpersonal bonds and improve problem-solving.

Originality/value

The results of this study provide an integration of previous research on service teamwork and fill two important gaps in the knowledge: (1) which aspect of teamwork is more important in determining customer service outcomes? And (2) does the effect of teamwork on customer service outcomes differ across different service contexts?

Details

Journal of Service Management, vol. 34 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 10 September 2021

Yucheng Zhang, Zhongwei Hou, Xingxing Zhou, Yumeng Yue, Siqi Liu, XiaoXiao Jiang and Ling Li

Despite recent organizational behavior studies have witnessed considerable progress in abusive supervision research; some demerits for both theory and methodology still remain in…

Abstract

Purpose

Despite recent organizational behavior studies have witnessed considerable progress in abusive supervision research; some demerits for both theory and methodology still remain in the past years. To clarify the current state of knowledge in the field, this study aims to analyze the current state of theories and methods on abusive supervision and provides a detailed future research agenda.

Design/methodology/approach

This paper conducted a literature review for both theory and methodology of the abusive supervision research using a content analysis of 134 publications.

Findings

For the theory part, this paper summarized the theories that had been applied to explain the relationship between abusive supervision and its consequences as well as antecedents. For the methodology part, this paper outlined some critical issues regarding country of origin, research design, measurement, analysis strategy and also summarized with a discussion of the relationship between methodological issues and article impact. Finally, this paper concluded by presenting an agenda for future abusive supervision research regarding both theory and methodology.

Originality/value

First, this paper summarizes the main theories, antecedents and consequences often used in abusive supervision research to allow scholars to carry out theoretically driven research investigating abusive supervision in the future. Second, through a content analysis of the methods sections of abusive supervision research in the samples (i.e. country of origin, research design, measurement and analytical procedures), this paper identified the potential reasons underlying the inconsistency in the conclusions of abusive supervision research and provide some guidance for future empirical studies. Third, based on the qualitative review, this paper provides an agenda for future research investigating abusive supervision by developing a content-specific theoretical framework to benchmark abusive supervision research against other research related to leadership and offers an accurate response to scholars’ criticisms of abusive supervision research.

Details

Chinese Management Studies, vol. 16 no. 3
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 15 November 2018

Jinyun Duan, Macy Wong and Yumeng Yue

Research examining the effect of helping on outcomes related to helpers has gained some mixed results. The purpose of this paper is to reconcile such inconsistency by…

2178

Abstract

Purpose

Research examining the effect of helping on outcomes related to helpers has gained some mixed results. The purpose of this paper is to reconcile such inconsistency by understanding the multi-dimensional nature of helping behavior.

Design/methodology/approach

The authors first develop a helping behavior scale that differentiates between the proactive and reactive form of helping. Furthermore, the authors also examined whether these two forms of helping are differently related to employees’ well-being. Data were collected from 448 employees and their immediate supervisors working in different organizations in the South Jiangsu province, in which the authors examined the main relationship and also explored the mediating effect of meaningfulness.

Findings

Results provided corroborating evidence that helping behavior was a multi-dimensional construct, consisting of proactive and reactive dimensions. Furthermore, the authors are also able to support discriminatory validity between these two dimensions by showing that they are differently related to employees’ well-being.

Practical implications

This paper contributes to management practice by specifying the benefits and detriments of different kinds of helping behaviors.

Originality/value

The findings of this study do not only provide ideas to explain contradictions in the effect of helping behaviors on helpers themselves, but also deepens scholars’ knowledge and understanding toward helping behavior.

Details

Career Development International, vol. 24 no. 1
Type: Research Article
ISSN: 1362-0436

Keywords

Article
Publication date: 22 February 2024

Yumeng Feng, Weisong Mu, Yue Li, Tianqi Liu and Jianying Feng

For a better understanding of the preferences and differences of young consumers in emerging wine markets, this study aims to propose a clustering method to segment the super-new…

Abstract

Purpose

For a better understanding of the preferences and differences of young consumers in emerging wine markets, this study aims to propose a clustering method to segment the super-new generation wine consumers based on their sensitivity to wine brand, origin and price and then conduct user profiles for segmented consumer groups from the perspectives of demographic attributes, eating habits and wine sensory attribute preferences.

Design/methodology/approach

We first proposed a consumer clustering perspective based on their sensitivity to wine brand, origin and price and then conducted an adaptive density peak and label propagation layer-by-layer (ADPLP) clustering algorithm to segment consumers, which improved the issues of wrong centers' selection and inaccurate classification of remaining sample points for traditional DPC (DPeak clustering algorithm). Then, we built a consumer profile system from the perspectives of demographic attributes, eating habits and wine sensory attribute preferences for segmented consumer groups.

Findings

In this study, 10 typical public datasets and 6 basic test algorithms are used to evaluate the proposed method, and the results showed that the ADPLP algorithm was optimal or suboptimal on 10 datasets with accuracy above 0.78. The average improvement in accuracy over the base DPC algorithm is 0.184. As an outcome of the wine consumer profiles, sensitive consumers prefer wines with medium prices of 100–400 CNY and more personalized brands and origins, while casual consumers are fond of popular brands, popular origins and low prices within 50 CNY. The wine sensory attributes preferred by super-new generation consumers are red, semi-dry, semi-sweet, still, fresh tasting, fruity, floral and low acid.

Practical implications

Young Chinese consumers are the main driver of wine consumption in the future. This paper provides a tool for decision-makers and marketers to identify the preferences of young consumers quickly which is meaningful and helpful for wine marketing.

Originality/value

In this study, the ADPLP algorithm was introduced for the first time. Subsequently, the user profile label system was constructed for segmented consumers to highlight their characteristics and demand partiality from three aspects: demographic characteristics, consumers' eating habits and consumers' preferences for wine attributes. Moreover, the ADPLP algorithm can be considered for user profiles on other alcoholic products.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 3 March 2020

Vitus Mwinteribo Tabie, Chong Li, Wang Saifu, Jianwei Li and Xiaojing Xu

This paper aims to present a broad review of near-a titanium alloys for high-temperature applications.

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Abstract

Purpose

This paper aims to present a broad review of near-a titanium alloys for high-temperature applications.

Design/methodology/approach

Following a brief introduction of titanium (Ti) alloys, this paper considers the near-α group of Ti alloys, which are the most popular high-temperature Ti alloys developed for a high-temperature application, particularly in compressor disc and blades in aero-engines. The paper is relied on literature within the past decade to discuss phase stability and microstructural effect of alloying elements, plastic deformation and reinforcements used in the development of these alloys.

Findings

The near-a Ti alloys show high potential for high-temperature applications, and many researchers have explored the incorporation of TiC, TiB SiC, Y2O3, La2O3 and Al2O3 reinforcements for improved mechanical properties. Rolling, extrusion, forging and some severe plastic deformation (SPD) techniques, as well as heat treatment methods, have also been explored extensively. There is, however, a paucity of information on SiC, Y2O3 and carbon nanotube reinforcements and their combinations for improved mechanical properties. Information on some SPD techniques such as cyclic extrusion compression, multiaxial compression/forging and repeated corrugation and straightening for this class of alloys is also limited.

Originality/value

This paper provides a topical, technical insight into developments in near-a Ti alloys using literature from within the past decade. It also outlines the future developments of this class of Ti alloys.

Details

Aircraft Engineering and Aerospace Technology, vol. 92 no. 4
Type: Research Article
ISSN: 1748-8842

Keywords

Article
Publication date: 27 July 2021

Zhihai Yang, Ning Yin, Amin William Mugera and Yumeng Wang

This paper analysed survey data of 715 rice-producing households in China to assess the determinants of adoption of five mutually exclusive soil conservation practices (SCPs) and…

Abstract

Purpose

This paper analysed survey data of 715 rice-producing households in China to assess the determinants of adoption of five mutually exclusive soil conservation practices (SCPs) and their impact on rice yield and chemical fertiliser use.

Design/methodology/approach

The multinomial endogenous treatment effects model was used to account for selection bias and endogeneity arising from both observed and unobserved heterogeneity.

Findings

Farms that adopted SCPs as a package experienced an increase in rice yield and decrease in chemical fertiliser use. Adoption of SCPs as a package led to a 12.0% increase in yield and 15.2% decrease in chemical fertiliser use; these results have policy implications for the non-point source pollution control in the agricultural sector. In contrast, adoption of straw retention only significantly reduced yield by 4.9% and increased chemical fertiliser use by 18.1%.

Originality/value

The authors evaluate and compare multi-type of SCPs, such as straw retention, deep tillage and use of organic fertiliser, separately or in combination, and their impacts on smallholder farmers’ rice yield and chemical fertiliser usage.

Details

China Agricultural Economic Review, vol. 13 no. 4
Type: Research Article
ISSN: 1756-137X

Keywords

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