Match!

When customers want to become frontline employees: an exploratory study of decision factors and motivation types

Published on Dec 1, 2017in Service Business2.29
· DOI :10.1007/s11628-017-0334-9
Chen-Ya Wang1
Estimated H-index: 1
(NTHU: National Tsing Hua University),
Priyanko Guchait11
Estimated H-index: 11
(UH: University of Houston)
+ 1 AuthorsWan-Ting Weng1
Estimated H-index: 1
(NTHU: National Tsing Hua University)
Cite
Abstract
Labor shortages have long been an issue in the service industry. One pool of potential dedicated and skilled employees that has remained untapped is customers. This study explores the customer to frontline employee (CtFE) phenomenon: customers becoming frontline employees after consumption experience. Through one-on-one, in-depth interviews, we identify factors related to job choice and service experience influencing customers’ CtFE decisions. We also develop propositions and a conceptual framework to describe CtFE choices. Finally, we categorize potential CtFEs as idealist, dream-catcher, approval-seeker, and pragmatist. Our findings suggest that CtFEs can be a critical labor source in the service sector.
  • References (126)
  • Citations (1)
Cite
References126
Newest
Published on Jun 1, 2016in Service Business2.29
Estela Fernández-Sabiote3
Estimated H-index: 3
(University of Murcia),
Sergio Román18
Estimated H-index: 18
(University of Murcia)
Abstract Multichannel retailers dominate today’s retail landscape. Practitioners and researchers are particularly interested in understanding how the multichannel strategy helps establishing and developing relationships with customers. Our findings, from 302 customers of multichannel financial services firms, show that frontline employees’ customer facilitation behaviors (traditional channel) have a stronger impact on satisfaction than e-psychological benefits (derived from the company’s Web sit...
Published on Jun 1, 2016in Journal of Business Research4.03
Yu-Chen Wei1
Estimated H-index: 1
(National Taipei University of Education),
Chao-Ching Chang1
Estimated H-index: 1
(FJU: Fu Jen Catholic University)
+ 1 AuthorsShih-Chen Liang1
Estimated H-index: 1
Marketing principles not only attract consumers but also recruit talented people. This study applies person-organization fit to examine the relationship between an organization's corporate image and a job seeker's intention-to-apply. This study further explores how recruitment messages affect the relationship between corporate image and person-organization fit. The study focuses on human resources management positions and uses the information of real job openings from 28 companies as the researc...
Published on Mar 1, 2016in Service Business2.29
Jinwoo Ahn2
Estimated H-index: 2
(Yeungnam University),
Taeseok Rho3
Estimated H-index: 3
(PNU: Pusan National University)
Abstract Previous research has focused on relationship value and outcome as ‘consequence variables’ of customer participation (CP). This study examines customer–firm relationships as an ‘antecedent variable’ of CP. Early contact and relationships with customers build confidence in the service encounter and create customer trust, which leads to commitment and improves customer cooperation. Likewise, interaction and relationship building in the service encounter encourage active customer cooperati...
Published on Mar 1, 2016in Service Business2.29
Wei-Lun Chang9
Estimated H-index: 9
(TKU: Tamkang University),
Ling-Yao Huang1
Estimated H-index: 1
(TKU: Tamkang University)
Abstract This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of midd...
Published on Mar 1, 2016in Service Business2.29
Sang-Man Kim4
Estimated H-index: 4
(Kyung Hee University),
Ki-Hyun Um2
Estimated H-index: 2
(Kyung Hee University)
+ 1 AuthorsYong-Hyun Kim2
Estimated H-index: 2
(Kyung Hee University)
Abstract The purpose of this study is to examine the effects of organizational career management efforts on the emotional states and to investigate how such emotional states shape the employees’ career attitudes. By investigating the responses from 280 nurses, we tested our research model through the structural equation modeling-based analysis. The results confirmed the effects of job rotation and assessment among the elements of the career management system on emotional states. The effects of e...
Published on Nov 1, 2015in Cornell Hospitality Quarterly2.49
J Brucetracey25
Estimated H-index: 25
(Cornell University),
Timothy R. HlNKlN21
Estimated H-index: 21
(Cornell University)
+ 4 AuthorsDavid Thorek1
Estimated H-index: 1
(Cornell University)
Given the importance of well-designed and well-executed training programs, it is important to learn more about the content and design of effective training programs for new employees, particularly those that have been implemented in the hospitality industry. Through a field study assessment of pre-opening training programs that have been implemented by fifteen hotel firms and sixteen restaurant companies, we found that hotels and restaurants spend approximately the same time on pre-opening train...
Published on Sep 1, 2015in Service Business2.29
Gil Luria18
Estimated H-index: 18
(University of Haifa),
Iddo Gal16
Estimated H-index: 16
(University of Haifa),
Dana Yagil22
Estimated H-index: 22
(University of Haifa)
The purpose of the present study was to examine service providers’ behavioral discretion regarding length of service time, and the variables that affect their discretion. Our sample consisted of 225 call center employees. They responded to questionnaires concerning burnout, leader–member exchange (LMX), and perceived service climate. Operational data regarding employees’ average call duration in the subsequent 3 months served as proxy of their behavioral discretion. We found that higher service ...
Published on Jun 1, 2015in Service Business2.29
Aizzat Mohd. Nasurdin13
Estimated H-index: 13
(Universiti Sains Malaysia),
Noor Hazlina Ahmad13
Estimated H-index: 13
(Universiti Sains Malaysia),
Cheng Ling Tan2
Estimated H-index: 2
(Universiti Sains Malaysia)
In recognition of the contribution of tourism industry to the country’s growth, it is of pivotal importance to delve into the factors that could enhance the effectiveness of service delivery of hotel employees. Based on this premise, a model linking training, compensation, and service-oriented organizational citizenship behaviors is tested. Data were collected from a questionnaire survey on 580 customer-contact employees from 29 hotels in Malaysia. Analysis using partial least square method reve...
Published on Mar 1, 2015in Service Business2.29
M.S. Balaji15
Estimated H-index: 15
(Taylors University)
The purpose of this study is to explore the linkages between relationship investment, relationship quality, and loyalty, as well as the moderating role of relational characteristics of age (length of relationship), density (number of unique relational ties), and dependence (extent of dependence on relationship partnership). Based on the interpersonal perspective, this study extends previous research by incorporating relational characteristics in understanding the effects of relationship investme...
Published on Dec 1, 2014in Service Business2.29
Ching-I Teng10
Estimated H-index: 10
(CGU: Chang Gung University),
Angela Shin-Yih Chen1
Estimated H-index: 1
(NTPU: National Taipei University)
+ 1 AuthorsChing-Wen Fu1
Estimated H-index: 1
(CGU: Chang Gung University)
Service providers often work under serious time constraints that increase the likelihood of service failure. This study uses a dual processing model to investigate how time pressure and the conscientiousness of service providers interact to influence service failure. This study hypothesizes that time pressure is positively related to service failure for health service providers with low levels of conscientiousness, but not for those with high levels of conscientiousness. A cross-sectional design...
Cited By1
Newest
Published on Mar 30, 2019in Service Business2.29
Jiyoung Kim1
Estimated H-index: 1
(Cornell University),
Russell Lacey15
Estimated H-index: 15
(Xavier University)
+ 1 AuthorsJaebeom Suh (KSU: Kansas State University)
Based on empirical results involving 237 frontline service employees (FSEs) of a South Korean insurance company, this study reveals how FSEs’ views of their company’s corporate social responsibility (CSR) performance impact both their customer orientation and self-efficacy of their work. This marks the first study to demonstrate how the psychological mechanisms of CSR vary by stakeholder perspectives. CSR initiatives aimed at internal stakeholders (i.e., employees) made a stronger impact on FSEs...
View next paperService employee behaviour: the role of compliance and risk taking