期刊
JOURNAL OF SERVICES MARKETING
卷 31, 期 7, 页码 936-945出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/JSM-03-2019-0125
关键词
Hospitality; Digitalization; Technology and service; Frontline service employees; Service processes
类别
Purpose The purpose of this study is to investigate how the implementation of digital interfaces into service encounters is transforming demands toward frontline service employees. In addition to having the potential to enhance employee-customer interactions, changes related to new technologies can be perceived as stressful by employees and might foster deviation from prescribed processes. Design/methodology/approach Using the transactional theory of stress and coping as a theoretical framework, this paper aims to develop and test a research model to investigate the influence of technology-induced role ambiguity on constructive and destructive process deviance. Data were collected via an online survey of 123 frontline service employees in restaurants that have online reservation systems in use. Findings The results confirm that employee resistance to change fosters role ambiguity, while self-efficacy reduces the latter. Technology-induced role ambiguity leads to both constructive and destructive process deviance. Originality/value By revealing the above relationships, this study contributes to research in services marketing by examining two types of employees' deviance from customer-facing processes.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据