Accelerating employee-relate scholarship in service management: Research streams, propositions, and commentaries

Mahesh Subramony, Karen Ehrhart, Markus Groth, Brooks C. Holtom, Danielle D. van Jaarsveld, Dana Yagil, Tiffany Darabi, David Walker, David E. Bowen, Raymond P. Fisk, Christian Grönroos, Jochen Wirtz

Research output: Contribution to journalArticleScientificpeer-review

13 Citations (Scopus)

Abstract

Purpose
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.
Original languageEnglish
Peer-reviewed scientific journalJournal of Service Management
Volume28
Issue number5
Pages (from-to)837-865
ISSN1757-5818
DOIs
Publication statusPublished - 2017
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management

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    Subramony, 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, J. (2017). Accelerating employee-relate scholarship in service management: Research streams, propositions, and commentaries. Journal of Service Management, 28(5), 837-865. https://doi.org/10.1108/JOSM-02-2017-0055