Managing Service Organizations: Does Having a “Thing” Make a Difference?

Bowen, John T.

doi:10.1016/s0149-2063(02)00135-6

Cited by 88 publications

(140 citation statements)

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“…Specifically, service organizations offer intangible product to its customer, often involves interactions between service employees and customers during service delivery, and finally, service products are often produced and consumed simultaneously by customers (Bowen & Ford, 2002;Sun et al, 2007). In addition to the service features, service organizations are often challenged with unique and impulsive customers' demands, as well as having to deal with customers from various backgrounds and cultures (Prentice & King, 2011).…”

Section: Ocbs and So-ocbsmentioning

confidence: 99%

High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model

Nasurdin

Ahmad

Ling

2015

SHS Web of Conferences

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Increasing competition within the hospitality industry has recognized the importance of service quality as a key business differentiation strategy. Proactive involvement of employees is a vital component of the service delivery, which in turn, enhances customer satisfaction and loyalty. Hence, hospitality organizations, particularly hotels, need to encourage their employees to perform voluntary behaviors that go "beyond their call of duty". These behaviors are referred to as service-oriented organizational citizenship behaviors (hereafter labeled as SO-OCBs). A review of the literature indicates that an organization's human resource management (henceforth labeled as HRM) practices are instrumental in establishing the tone of the employee-employer relationship, which subsequently affects employees' display of discretionary functional service-related behaviors. Specifically, high-performance HRM practices can nurture a relational employment relationship, leading to internalization of organizational values and goals. This, in turn, would induce employees to engage in greater SO-OCBs. However, conceptual and empirical work explaining the mechanism by which high-performance HRM practices relate to SO-OCBs remains scarce. Therefore, this paper aims to construct a model linking a set of high-performance HRM practices (selective hiring, communication, appraisal, and reward) and SO-OCBs. Identification with organizational values and goals is posited as a mediator in the proposed relationship. A discussion of the literature to support the proposed framework is furnished.

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Section: Ocbs and So-ocbsmentioning

confidence: 99%

High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model

Nasurdin

Ahmad

Ling

2015

SHS Web of Conferences

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“…Ainda dentro desta questão, o cenário em que o serviço é prestado, juntamente com o comportamento dos atores do serviço, comunica o valor do serviço que o diferencia de outros semelhantes (BOWEN; FORD, 2002;VOSS;ZOMERDIJK, 2007). Compõem o cenário da perícia criminal: -o local isolado com a fita; o jaleco do perito; as maletas com a inscrição "Crimes contra a Vida" ou "Crimes contra o Patrimônio", contendo kits próprios; os artefatos tecnológicos; a lupa; a forma de atuação do perito, meticulosa e cuidadosa; o veículo com o logotipo; os vestígios; entre outros.…”

Section: O Valor Do Serviço a Partir Das Consequências Nas Condições unclassified

Perícia criminal: uma abordagem de serviços

2010

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This paper addresses forensic science service, and its main goal is to argue that considering forensic science activities as a service operations process that takes place in an interorganizational network might increase the impartiality of the Criminal Justice system delivered to its main customers. The service in Minas GeraisResumo: O objeto deste artigo é o serviço de perícia criminal e seu principal objetivo é argumentar que o enquadramento das atividades desenvolvidas pela perícia criminal como um processo de operações em serviço que ocorre em uma rede interorganizacional pode incrementar o valor da imparcialidade da Justiça Criminal entregue a seus principais destinatários. Tomando-se o serviço de perícia criminal em Minas Gerais como estudo de caso, analisou-se o valor a partir da perspectiva das consequências para os destinatários e dos recursos utilizados para produzi-las. Como resultado, obteve-se que a utilidade do serviço de perícia criminal é produzir a prova da materialidade do crime e vincular o autor à cena do crime e, assim, contribuir para a elucidação do delito. O valor do serviço foi definido considerando as condições de acesso para todos os envolvidos, principalmente para os segmentos excluídos da sociedade. Avaliou-se também a inclusão social que, no serviço de perícia criminal, traduz-se na investigação de delitos, sem que seja necessário submeter os suspeitos a constrangimentos. Concluiu-se que a perícia criminal é um meio para a realização do valor de imparcialidade da Justiça e as competências dos peritos constituem seu principal recurso. Este artigo permite refletir sobre as dificuldades de aplicar conceitos de gestão de serviços a uma organização pública com diversidade de públicos e com valor fluido e pouco definido, porém importante, como esta.Palavras-chave: Perícia criminal. Valor de serviço público. Gestão de operações de serviços.

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“…On the other hand, Pakistan has opened up its market for Foreign Service providers, particularly in banking, insurance, telecommunications, retail, and some other sectors, which were flooded by foreign services providers (Khan, 2011). Bowen and Ford (2002) suggested that managing employees in the service sector is different than managing employees in the manufacturing sector on several fronts: first, the process of delivering a service involves the customer in the production process; second, service employees must respond to each situation in a unique manner; third, "emotional labor" is an important part of the work in a service setting; and fourth, service employees not only perform work, they are required to manage the service delivery process. It is the human element of service delivery that distinguishes management practice in a service setting from management practice in a manufacturing setting.…”

Section: Manufacturing and Services Sectors In Pakistanmentioning

confidence: 99%

Use of e-Learning for Stress management – Multi-group moderation analysis

Sarwar

Ketavan

Butt

2016

Pak.j.stat.oper.res.

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The goal of this study is to find out the moderating role of type of industry and different levels of management with respect to eLearning perception, eLearning advantages and use of eLearning for Stress Management. Study tried to find out relationship between perceptions of eLearning, eLearning Advantages, perception of using eLearning for corporate training and more specifically for stress management. A cross sectional survey is conducted through structured questionnaire to collect the data from 686 managers working at different levels including 331 from manufacturing sector and 355 from services sector. Results of the study show positive relationship between perception of eLearning and eLearning for stress management and this relationship is significantly stronger for services industry. Positive relationship between eLearning advantages and eLearning for stress management and this relationship is significantly stronger for manufacturing industry. Study also revealed that positive relationship between eLearning perception and eLearning for stress management and this relationship is not significantly stronger for senior management than for middle management.

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Managing Service Organizations: Does Having a “Thing” Make a Difference?

Cited by 88 publications

References 0 publications

High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model

High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model

Perícia criminal: uma abordagem de serviços

Use of e-Learning for Stress management – Multi-group moderation analysis

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