Please use this identifier to cite or link to this item: https://doi.org/10.1108/JOSM-02-2017-0055
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dc.titleAccelerating employee-related scholarship in service management: Research streams, propositions, and commentaries
dc.contributor.authorSubramony M.
dc.contributor.authorEhrhart K.
dc.contributor.authorGroth M.
dc.contributor.authorHoltom B.C.
dc.contributor.authorvan Jaarsveld D.D.
dc.contributor.authorYagil D.
dc.contributor.authorDarabi T.
dc.contributor.authorWalker D.
dc.contributor.authorBowen D.E.
dc.contributor.authorFisk R.P.
dc.contributor.authorGrönroos C.
dc.contributor.authorWIRTZ,JOCHEN
dc.date.accessioned2018-08-14T00:55:26Z
dc.date.available2018-08-14T00:55:26Z
dc.date.issued2017-07-08
dc.identifier.citationSubramony M., Ehrhart K., Groth M., Holtom B.C., van Jaarsveld D.D., Yagil D., Darabi T., Walker D., Bowen D.E., Fisk R.P., Grönroos C., WIRTZ,JOCHEN (2017-07-08). Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries. Journal of Service Management 28 (5) : 837-865. ScholarBank@NUS Repository. https://doi.org/10.1108/JOSM-02-2017-0055
dc.identifier.issn17575818
dc.identifier.urihttp://scholarbank.nus.edu.sg/handle/10635/145701
dc.description.abstractPurpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach Seven scholars provide short reviews of the core topics and findings from four employee-related research streams – collective turnover, service climate, emotional labor, and occupational stress; and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams and provide future directions for accelerating employee-related research in service management. Findings All four research-streams yield insights that have the potential to advance service management research. Commentaries from the distinguished scholars further integrate this work with key concerns within service management including technology-enablement, transformative services, and service strategy. Originality/value This paper is unique in its scope of coverage of management topics related to service and its aim to promote interdisciplinary dialog between service management scholars and researchers conducting employee-related research relevant to services.
dc.publisherEmerald Publishing Limited
dc.subjectService management
dc.subjectStress
dc.subjectInterdisciplinary research
dc.subjectHuman resource management
dc.subjectEmployees
dc.subjectTurnover
dc.subjectEmotional labour
dc.subjectService climate
dc.typeArticle
dc.contributor.departmentDEPT OF MARKETING
dc.description.doi10.1108/JOSM-02-2017-0055
dc.description.sourcetitleJournal of Service Management
dc.description.volume28
dc.description.issue5
dc.description.page837-865
dc.identifier.isiut000416079500002
dc.published.statePublished
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