4.6 Article

Bridging the gap: An interview study on frontline employee responses to restaurant technology

相关参考文献

注意:仅列出部分参考文献,下载原文获取全部文献信息。
Article Hospitality, Leisure, Sport & Tourism

Digital transformation and hospitality management competencies: Toward an integrative framework

Richard Busulwa et al.

Summary: Digital transformation has significant implications for the management capabilities of hospitality and tourism organizations, requiring the establishment and development of digital business capabilities and the integration of digital technology competencies. We propose a framework that integrates digital transformation and digital business management competencies to help hospitality managers address the challenges of digital transformation.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2022)

Article Management

Effective coping strategies for stressed frontline employees in service occupations: outcomes and drivers

Veronika L. Selzer et al.

Summary: Despite extensive research on the negative outcomes of role ambiguity in boundary-spanning positions, there is limited insight into how to prevent frontline employees from experiencing role ambiguity. This study found that problem-focused coping strategies, particularly action coping, can effectively reduce perceived role ambiguity. Factors such as conscientiousness and supervisor support were identified as helpful coping resources, while neuroticism was found to hinder effective coping. Managers should provide training for effective supervisor support and consider potential employees' personality traits in recruitment to reduce and prevent role ambiguity experienced by frontline employees.

SERVICE INDUSTRIES JOURNAL (2021)

Review Business

Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review

Mahesh Subramony et al.

Summary: This article conducts a comprehensive review of empirical research related to frontline service employees over the past four decades, identifying five distinct research clusters. The analysis reveals the richness of concepts and methodologies within the clusters, calling for interdisciplinary scholarship to build a diverse, yet unified field of service work research.

JOURNAL OF SERVICE RESEARCH (2021)

Article Hospitality, Leisure, Sport & Tourism

COVID-19 cripples global restaurant and hospitality industry

Kaitano Dube et al.

Summary: The restaurant and hospitality industries play crucial roles in the global economy, but are vulnerable to natural hazards such as the COVID-19 pandemic. This study found that COVID-19 had a severe impact on the global restaurant industry, resulting in loss of employment and revenue, and recommends extraordinary financial support and safety protocols as the industry reopens gradually.

CURRENT ISSUES IN TOURISM (2021)

Article Hospitality, Leisure, Sport & Tourism

Effects of COVID-19 on hotel marketing and management: a perspective article

Yangyang Jiang et al.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT (2020)

Article Business

Effects of COVID-19 on business and research

Naveen Donthu et al.

JOURNAL OF BUSINESS RESEARCH (2020)

Article Business

The impact of service employees' technostress on customer satisfaction and delight: A dyadic analysis

Sonja Christ-Brendemuehl et al.

JOURNAL OF BUSINESS RESEARCH (2020)

Article Management

Employee wellness on the frontline: an interactional psychology perspective

David Solnet et al.

JOURNAL OF SERVICE MANAGEMENT (2020)

Article Hospitality, Leisure, Sport & Tourism

From high-touch to high-tech: COVID-19 drives robotics adoption

Zhanjing Zeng et al.

TOURISM GEOGRAPHIES (2020)

Review Public, Environmental & Occupational Health

Definition, symptoms and risk of techno-stress: a systematic review

Giuseppe La Torre et al.

INTERNATIONAL ARCHIVES OF OCCUPATIONAL AND ENVIRONMENTAL HEALTH (2019)

Article Computer Science, Information Systems

Technostress and the hierarchical levels of personality: a two-wave study with multiple data samples

Christian Maier et al.

EUROPEAN JOURNAL OF INFORMATION SYSTEMS (2019)

Article Management

Frontline Service Technology infusion: conceptual archetypes and future research directions

Arne De Keyser et al.

JOURNAL OF SERVICE MANAGEMENT (2019)

Article Hospitality, Leisure, Sport & Tourism

Going back to its roots: Can hospitableness provide hotels competitive advantage over the sharing economy?

Makarand Mody et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

Article Management

Leveraging human touch in service interactions: lessons from hospitality

David Solnet et al.

JOURNAL OF SERVICE MANAGEMENT (2019)

Article Hospitality, Leisure, Sport & Tourism

Characteristics of small business leadership from employees' perspective: A qualitative study

Eka Diraksa Putra et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

Article Business

Frontline backlash: service employees' deviance from digital processes

Sonja Christ-Brendemuehl et al.

JOURNAL OF SERVICES MARKETING (2019)

Article Management

Theorizing beyond the horizon: service research in 2050

Byron W. Keating et al.

JOURNAL OF SERVICE MANAGEMENT (2018)

Article Management

Brave new world: service robots in the frontline

Jochen Wirtz et al.

JOURNAL OF SERVICE MANAGEMENT (2018)

Article Computer Science, Information Systems

Technostress: Technological Antecedents and Implications

Ayyagari et al.

MIS QUARTERLY (2017)

Article Business

Service Encounter 2.0: An investigation into the roles of technology, employees and customers

Bait Lariviere et al.

JOURNAL OF BUSINESS RESEARCH (2017)

Article Hospitality, Leisure, Sport & Tourism

Drivers and resources of customer co-creation: A scenario-based case in the restaurant industry

Jinyoung Im et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2017)

Article Public, Environmental & Occupational Health

Job Demands-Resources Theory: Taking Stock and Looking Forward

Arnold B. Bakker et al.

JOURNAL OF OCCUPATIONAL HEALTH PSYCHOLOGY (2017)

Article Business

Getting Smart: Learning From Technology-Empowered Frontline Interactions

Detelina Marinova et al.

JOURNAL OF SERVICE RESEARCH (2017)

Article Business

The Emergent Field of Organizational Frontlines

Jagdip Singh et al.

JOURNAL OF SERVICE RESEARCH (2017)

Article Hospitality, Leisure, Sport & Tourism

The impact of the social servicescape, density, and restaurant type on perceptions of interpersonal service quality

Lydia Hanks et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2017)

Article Business

The Future of Frontline Research: Invited Commentaries

Anat Rafaeli et al.

JOURNAL OF SERVICE RESEARCH (2017)

Article Hospitality, Leisure, Sport & Tourism

Competitive intelligence practices in hotels

Mehmet Ali Koeseoglu et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2016)

Article Management

The critical incident technique reappraised Using critical incidents to illuminate organizational practices and build theory

Gregory Bott et al.

QUALITATIVE RESEARCH IN ORGANIZATIONS AND MANAGEMENT (2016)

Article Management

Firm self-service technology readiness

B. Ramaseshan et al.

JOURNAL OF SERVICE MANAGEMENT (2015)

Article Social Sciences, Interdisciplinary

A Rose By Any Other Name Is Still a Rose? Problematizing Pseudonyms in Research

Maria K. E. Lahman et al.

QUALITATIVE INQUIRY (2015)

Review Business

Service Research Priorities in a Rapidly Changing Context

Amy L. Ostrom et al.

JOURNAL OF SERVICE RESEARCH (2015)

Article Business

An Updated and Streamlined Technology Readiness Index: TRI 2.0

A. Parasuraman et al.

JOURNAL OF SERVICE RESEARCH (2015)

Article Social Sciences, Mathematical Methods

Coding In-depth Semistructured Interviews: Problems of Unitization and Intercoder Reliability and Agreement

John L. Campbell et al.

SOCIOLOGICAL METHODS & RESEARCH (2013)

Article Psychology, Multidisciplinary

The dark side of technologies: Technostress among users of information and communication technologies

Marisa Salanova et al.

INTERNATIONAL JOURNAL OF PSYCHOLOGY (2013)

Article Hospitality, Leisure, Sport & Tourism

Customer opportunistic complaints management: A critical incident approach

Heejung Ro et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2012)

Article Computer Science, Information Systems

Impact of Technostress on End-User Satisfaction and Performance

Monideepa Tarafdar et al.

JOURNAL OF MANAGEMENT INFORMATION SYSTEMS (2010)

Article Business

Technology Readiness Index (TRI): Assessing Cross-Cultural Validity

Juan Meng et al.

JOURNAL OF INTERNATIONAL CONSUMER MARKETING (2009)

Review Information Science & Library Science

The Consequences of Technostress for End Users in Organizations: Conceptual Development and Empirical Validation

T. S. Ragu-Nathan et al.

INFORMATION SYSTEMS RESEARCH (2008)

Article Computer Science, Information Systems

The effect of service employees' technology readiness on technology acceptance

Rita Walczuch et al.

INFORMATION & MANAGEMENT (2007)

Review Business

The critical incident technique in service research

DD Gremler

JOURNAL OF SERVICE RESEARCH (2004)