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

Mahesh Subramony (College of Business, Northern Illinois University, DeKalb, Illinois, USA)
Karen Ehrhart (Department of Management, San Diego State University, San Diego, California, USA)
Markus Groth (School of Management, UNSW Business School, UNSW, Sydney, Australia)
Brooks C. Holtom (McDonough School of Business, Georgetown University, Washington, District of Columbia, USA)
Danielle D. van Jaarsveld (Sauder School of Business, University of British Columbia, Vancouver, Canada)
Dana Yagil (University of Haifa, Haifa, Israel)
Tiffany Darabi (Georgetown University, Washington, District of Columbia, USA)
David Walker (Faculty of Management, University of British Columbia Okanangan, Kelowna, Canada)
David E. Bowen (Thunderbird School of Global Management, Arizona State University, Glendale, Arizona, USA)
Raymond P. Fisk (Department of Marketing, Texas State University, San Marcos, Texas, USA)
Christian Grönroos (Department of Marketing, Hanken School of Economics, Helsinki, Finland)
Jochen Wirtz (Department of Marketing, National University of Singapore, Singapore)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 3 October 2017

Issue publication date: 19 October 2017

1852

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.

Keywords

Citation

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. and Wirtz, J. (2017), "Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries", Journal of Service Management, Vol. 28 No. 5, pp. 837-865. https://doi.org/10.1108/JOSM-02-2017-0055

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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