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Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Volume 5 (2021), Edition 4
SMR - Journal of Service Management Research- Publisher:
- 2021
Summary
SMR is a platform for the academic dialog between service researchs from different economic disciplines. It offers critical depictions of the newest developments in the central areas of service research. Thereby SMR dedicates itself particularly to interdisciplinary research agendas.For more information for authors and subscribers, see rsw.beck.de/zeitschriften/smr.
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Bibliographic data
- ISSN-Print
- 2511-8676
- ISSN-Online
- 2942-3392
- Publisher
- Nomos, Baden-Baden
- Language
- English
- Product type
- Volume
Articles
Article
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Page 214 - 214
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Page 215 - 228
This special issue introduces new perspectives on emotional labor in the service context. That is, while service work has been a focus of much of the emotional labor research world, explication of the context in which that service work occurs...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Page 229 - 240
This article seeks to broaden emotional labor research through the lens of a Human Experience (HX) perspective, in contrast to either an Employee (EX) or a Customer (CX) perspective. In services, an HX perspective explicitly acknowledges that both...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Page 241 - 255
Adopting an interdisciplinary perspective, this article integrates service literature on value cocreation with the psychological literature on emotional labor. Highlighting the co-production of services by both customers and employees, this research...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Page 256 - 269
Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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Page 270 - 286
In this study we examine the relationships of service organization identification and customer orientation as antecedents of emotion work strategies and fatigue. We hypothesize that identification and customer orientation (a) positively predict...
Nomos Verlagsgesellschaft mbH & Co. KG, Baden-Baden 2021
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