Managing service employees: literature review,expert opinions,and research directions

This article reviews the service management and marketing literature on managing people with a particular emphasis on managerial relevance. This review explores the market and financial results of managing people effectively, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource. The challenges inherent in boundary-spanning frontline jobs are discussed, including role conflict and emotional labor. Next, recommended human resources (HR) strategies and practices related to recruitment, training, empowerment, service delivery teams, and employee motivation are reviewed. The literature review concludes with a section on service culture, climate, and leadership. Each section is complemented with further research suggestions that emerged from interviews with eight academic and practitioner experts. The last section outlines six themes for new research opportunities with high potential managerial relevance; they relate to (1) the financial impact of HR practices and strategies, (2) motivating service employees, (3) training, (4) emotional labor, (5) dealing with rude customers, and (6) the impact of technology on managing service employees.     

Analysis of competency differences among frontline employees from various service typologies: integrating the perspectives of the organisation and customers

This article classifies service into six typologies based on perceived risks and degree of customisation. From the literature, appropriate industries are selected for carrying out two studies. In the first study, interviews and observations were used to collect organisational perspective data needed for sorting out competency differences between frontline employees belonging to various service typologies. The second study, done from the perspectives of customers, adopts the use of questionnaires derived from Study 1. Of the 2060 questionnaires retrieved, 1120 valid questionnaires were obtained. Data were subjected to data triangulation, followed by a discussion and the proposal of managerial implications.     

Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors

Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands.     

The war for talent: human capital challenges for professional service firms

Abstract

Professional service firms face particular human capital challenges. This study reflects on the distinctive characteristics of professional service firms through the concepts of knowledge intensity, low capital intensity and professionalized workforce. Based on in-depth interviews with 21 partners of Australian law firms, we provide empirical evidence on the war for talent challenges faced by professional service firms and in particular, law firms. The findings point to talent management challenges including reputation building and maintenance, employee autonomy, knowledge acquisition, revenue and profitability through internationalization, managing knowledge across borders, managing employee mobility, talent acquisition and retention, talent engagement, performance management and developing leadership capability. These challenges are important issues to be considered by professional service firms as they attempt to compete more effectively in global business contexts.     

The influence of innovation orientation in human resource management on new product development: The moderating role of innovation type

Despite substantial prior research on new product success, there are still high failure rates. Why might this be the case? This paper argues that (1) the most important determinants of new product success involve managerial behavior and therefore a need exists to examine the influence of innovation orientation of human resource management (IO-HRM) on these determinants, and (2) these relationships are moderated by the type of innovation, product versus service. Data from 275 product innovation projects suggest that IO-HRM is a significant predictor of not only new product success but also its prime determinants: the proficiency of development activities, product advantage, marketing synergy, and top management support. Further, the linkage between IO-HRM and new product success and marketing synergy is found to be stronger in service than in product innovation projects.     

Unchained from the chain: Supply management from a logistics service provider perspective

The last few years have seen increasing recognition of the work of logistics service providers, as well as the significance of functioning supply relationships. This paper proposes an alternative view of supply management that builds on the observation that traditional supply chain management focuses on logistics clients rather than the service providers themselves. The paper utilizes the 4 Resource Interaction tool to illustrate how a logistics service provider faces different idea structures and activated structures than its clients in three different markets. The resulting resource perceptions and preferred resource combinations create tensions and tradeoffs between the logistics service provider and its clients. Unchaining logistics from the conventional chain structures achieves a more comprehensive understanding of interactions between shippers and logistics service providers.     

The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

This study examines the relationships among relevant service quality dimensions of Internet service providers (ISP) and their customers’ perceived value, trust and commitment. Data was collected from residential Internet users in Thailand. The final usable sample size was 1507. The analyses include segmenting ISPs’ customers on the basis of their usage pattern and evaluating their perceptions of Internet service quality dimensions. In addition, several alternatives models were compared using structural equation modelling to confirm the mediation effects. An ISP’s service quality is influenced by the following four dimensions (a) network quality, (b) customer service and technical support, (c) information quality and (d) security and privacy. The findings reveal that while all dimensions have positive effects on trust, only network quality, information support and privacy influence customer value significantly and information support is the only dimension which is directly related to commitment. Additionally, the effects of customer service and information support on value vary across customers of different Internet usage patterns. The contribution of the present paper stems from the simultaneous modelling of a range of mediation effects which can better help explain the impact of service quality dimensions on customers’ cognitive and affective evaluations in high-tech service settings.     

Market-focused HRM in service organizations: Satisfying internal and external customers

This paper describes how the HRM function can positively influence the satisfaction of both its internal customers, such as, line employees, and external customers. Evidence is cited for how satisfaction levels in these internal and external markets often are correlated in service organizations. The management practices apparently associated with this correlation are described, concentrating on HRM's role in creating satisfied employees who are motivated and able service providers. The importance of customizing HRM practices to fit a specific market segment is emphasized.     

Developing the service template process: From measurement to agendas for improvement

Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The extended process appears able to measure service users' and deliverers' perceptions of service quality independently. It also enables participants to jointly agree an agenda for quality improvement. The extended process is evaluated in four service situations. The paper concludes with an assessment of the advantages and disadvantages of the process in comparison with more traditional approaches to measuring service quality.     

Funding conditions for aid effectiveness: A mixed blessing for the sustainable development of host‐country‐national employees

This paper explores whether—and how—aid effectiveness funding conditions impact the human resource development of host‐country national (HCN) employees. To investigate this relationship, I conducted a phenomenological study with 31 participants from three international nongovernmental organizations (INGOs). Results suggest that the pressure toward funds accountability brings mixed blessings: From a staffing perspective, more HCNs are being hired instead of expatriates, building local capacity. However, vital training and performance review functions are cast as inefficient overheads. The paper concludes with a conceptual framework, practical strategies for INGOs and donor governments, and directions for larger scale empirical research. Copyright © 2015 ASAC. Published by John Wiley & Sons, Ltd.     

Business (un)usual: Critical skills for the next normal

The impact of COVID-19 on global human resource (HR) management has been swift, dramatic and has fundamentally changed HR processes. The prompt online migration of business has altered the skills required by employees to succeed in the workplace of the future. This research examines the hard and soft skill gaps that exist in the digital marketing and advertising industry. Through the use of two data collection points in 2019 and 2020, the research identified a renewed importance being placed on soft skills in the wake of the COVID-19 pandemic. Soft skills and the development thereof have become a key focal area of training for new employees as a result of remote working. The identified hard skill gaps are indicative of the future growth areas of the industry, focusing on data analytics, marketing automation and user experience. Future research should consider an expansion to other industry-specific skills and contrast country-level skill gaps.     

The contribution of human capital to a holistic response to climate change: learning from and for the Mekong Delta,Vietnam

Abstract

The Mekong Delta has been identified by the International Panel on Climate Change as one of the three most vulnerable areas in the world as sea levels rise due to climate change. The Vietnam Government has implemented a range of policies to assist migration in order to address these environmental problems. While much research has focused on the environmental causes of, and responses to, climate change there has been less research on the impact of environmentally motivated responses to climate change on labour force and human capital factors. This paper examines the experience of the Vietnam Government in encouraging internal migration from vulnerable agricultural areas to urban industrial cities, to explore the human capital effects of these environmentally motivated response to climate change. The paper first presents the environmental argument for migration in response to climate change, together with examples of what the Vietnam Government has done to encourage migration from the rural (originating) areas to other rural resettlement and city (receiving) areas. It then uses data collected as part of recent study into the impact of government encouragement for internal migration to explore the labour force and human capital impacts in both the originating region and receiving areas. The findings suggest that while there are social and economic advantages there are challenges, including ensuring that job opportunities are available, migrants and appropriate skills, and that labour contracts provide for job security and healthy and safe working result in improved living conditions. To address these challenges, this paper proposes a more integrated approach that acknowledges and addresses associated human capital (skills upgrading) and business development needs and integrates these with environmentally-motivated policies.     

Provision of human capital by business schools of Pakistan: A need for the sustainability of the Pakistani banking sector

Economic growth of Pakistan through the banking sector relies heavily on the human capital dispensed to them by the Pakistani business schools. A conceptual model of the continuous improvement cycle for building human capital is developed through a literature review, with the aim of helping to generate human capital. Six semistructured interviews were conducted with bank branch managers and eight junior bank managers to gauge the extent to which this model was being followed so that the growth in the Pakistani banking sector remains. The results showed that a linear model was currently in place where there was no room for continuous improvement for building human capital for the banking sector.     

Paths of economic development: A global evidence for the mediating role of human capital

ABSTRACT

This paper revisits the roles of institutions and human capital in the development process by using structural equation modeling with a latent construct. Two models are constructed by using the data of 143 countries with 14 publicly available indicators; non-mediated (Model A) and mediated one (Model B). A path between institutional quality and economic development is identified in Model A and found as significant. When human capital is added into the Model B as a mediator, the direct relationship between institutional quality and economic development which is confirmed in Model A becomes insignificant. This evidence contributes to the debate by explaining the roles of institutions and human capital in the development process, based on the existing level of institutional quality that determines conditions on decisions for starting or sustaining the development process. In other words, (a) improving institutions in addition to human capital is needed for the countries with low level of institutional quality to start development process and; (b) on the other hand, since the human capital develops immunity on the quality of the institutions, human capital plays a more basic role to sustain the development process for the countries with a high level of institutional quality.