Employee adaptive behavior in service enactments

Journal of Business Research

Volumn 68, Issue 2, 2015, Pages 273-280

  Leischnig, Alexander ^a   Kasper Brauer, Kati ^b  

^a UNIVERSITY OF BAMBERG   (Germany)

^b TU BERGAKADEMIE FREIBERG   (Germany)

Author keywords

Employee adaptive behavior; FsQCA; Personal attributes; Work perception

Indexed keywords

EID: 84919687555     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2014.07.008     Document Type: Article

References (70)

1. Amabile T.M., Barsade S.G., Mueller J.S., Staw B.M. Affect and creativity at work. Administrative Science Quarterly 2005, 50(3):367-403.
2. Armstrong C., Flood P.C., Guthrie J.P., Liu W., MacCurtain S., Mkamwa T. The impact of diversity and equality management on firm performance: Beyond high performance work systems. Human Resource Management 2010, 49(6):977-998.
3. Avolio B.J., Waldman D.A. Variations in cognitive, perceptual, and psychomotor abilities across the working life span: Examining the effects of race, sex, experience, education, and occupational type. Psychology and Aging 1994, 9(3):430-442.
4. Avolio B.J., Waldman D.A., McDaniel M.A. Age and work performance in nonmanagerial jobs: The effects of experience and occupational type. Academy of Management Journal 1990, 33(2):407-422.
5. Babin B.J., Boles J.S. Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing 1998, 62(2):77-91.
6. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
7. Bagozzi R.P., Yi Y., Phillips L.W. Assessing construct validity in organizational research. Administrative Science Quarterly 1991, 36(3):421-458.
8. Bedeian A.G., Ferris G.R., Kacmar K.M. Age, tenure, and job satisfaction: A tale of two perspectives. Journal of Vocational Behavior 1992, 40(1):33-48.
9. Bettencourt L.A., Gwinner K. Customization of the service experience: The role of the frontline employee. International Journal of Service Industry Management 1996, 7(2):3-20.
10. Carlson M., Charlin V., Miller N. Positive mood and helping behavior: A test of six hypotheses. Journal of Personality and Social Psychology 1988, 55(2):211-229.
11. Chang C.W., Tseng T.H., Woodside A.G. Configural algorithms of patient satisfaction, participation in diagnostics, and treatment decisions' influences on hospital loyalty. Journal of Services Marketing 2013, 27(2):91-103.
12. Coelho P.S., Henseler J. Creating customer loyalty through service customization. European Journal of Marketing 2012, 46(3/4):331-356.
13. Deci E.L., Connell J.P., Ryan R.M. Self-determination in a work organization. Journal of Applied Psychology 1989, 74(4):580-590.
14. Deci E.L., Ryan R.M. Intrinsic motivation and self-determination in human behavior 1985, Plenum, New York.
15. Fiss P.C. Building better causal theories: A fuzzy set approach to typologies in organization research. Academy of Management Journal 2011, 54(2):393-420.
16. Fiss P.C., Marx A., Cambré B. Configurational theory and methods in organizational research: Introduction. Research in the Sociology of Organizations 2013, 1-22. Emerald, Bingley, UK. P.C. Fiss, B. Cambré, A. Marx (Eds.).
17. Fiss P., Sharapov D., Cronqvist L. Opposites attract? Opportunities and challenges for integrating large-N QCA and econometric analysis. Political Research Quarterly 2013, 66(1):191-197.
18. Fornell C., Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
19. Franke G.R., Park J.E. Salesperson adaptive selling behavior and customer orientation: A meta-analysis. Journal of Marketing Research 2006, 43(4):693-702.
20. Fulford M.D., Enz C.A. The impact of empowerment on service employees. Journal of Managerial Issues 1995, 7(2):161-175.
21. Gagne M., Deci E.L. Self-determination theory and work motivation. Journal of Organizational Behavior 2005, 26(4):331-362.
22. Gerbing D.W., Anderson J.C. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 1988, 25(2):186-192.
23. Gilligan C. In a different voice 1982, Harvard University Press.
24. Goolsby J.R., Lagace R.R., Boorom M.L. Psychological adaptiveness and sales performance. Journal of Personal Selling & Sales Management 1992, 12(2):51-66.
25. Graves L.M., Ruderman M.N., Ohlott P.J., Weber T.J. Driven to work and enjoyment of work effects on managers' outcomes. Journal of Management 2012, 38(5):1655-1680.
26. Greckhamer T., Misangyi V.F., Elms H., Lacey R. Using qualitative comparative analysis in strategic management research: An examination of combinations of industry, corporate, and business-unit effects. Organizational Research Methods 2008, 11(4):695-726.
27. Greckhamer T., Misangyi V.F., Fiss P.C. The two QCAs: From a small-N to a large-N set theoretic approach. Research in the Sociology of Organizations 2013, 49-75. Emerald, Bingley, UK. P.C. Fiss, B. Cambré, A. Marx (Eds.).
28. Greller M.M., Simpson P. In search of late career: A review of contemporary social science research applicable to the understanding of late career. Human Resource Management Review 1999, 9(3):309-347.
29. Gresov C., Drazin R. Equifinality: Functional equivalence in organization design. Academy of Management Review 1997, 22(2):403-428.
30. Gwinner K.P., Bitner M.J., Brown S.W., Kumar A. Service customization through employee adaptiveness. Journal of Service Research 2005, 8(2):131-148.
31. Iacobucci D., Ostrom A. Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology 1993, 2(3):257-286.
32. Isaksson K., Johansson G. Adaptation to continued work and early retirement following downsizing: Long-term effects and gender differences. Journal of Occupational and Organizational Psychology 2000, 73(2):241-256.
33. Isen A.M., Daubman K.A. The influence of affect on categorization. Journal of Personality and Social Psychology 1984, 47(6):1206-1217.
34. Joshi A., Roh H. The role of context in work team diversity research: A meta-analytic review. Academy of Management Journal 2009, 52(3):599-627.
35. Kelley S.W. Discretion and the service employee. Journal of Retailing 1993, 69(1):104-126.
36. Ketchen D.J., Thomas J.B., Snow C.C. Organizational configurations and performance: A comparison of theoretical approaches. Academy of Management Journal 1993, 36(6):1278-1313.
37. Leischnig A., Geigenmüller A., Lohmann S. On the role of alliance management capability, organizational compatibility, and interaction quality in interorganizational technology transfer. Journal of Business Research 2014, 67(6):1049-1057.
38. Levy M., Sharma A. Adaptive selling: The role of gender, age, sales experience, and education. Journal of Business Research 1994, 31(1):39-47.
39. Meyer A.D., Tsui A.S., Hinings C.R. Configurational approaches to organizational analysis. Academy of Management Journal 1993, 36(6):1175-1195.
40. Morrow P.C., McElroy J.C. Work commitment and job satisfaction over three career stages. Journal of Vocational Behavior 1987, 30(3):330-346.
41. Neu J., Graham J.L., Gilly M.C. The influence of gender on behaviors and outcomes in a retail buyer-seller negotiation simulation. Journal of Retailing 1988, 64(4):427-451.
42. Ng T.W., Feldman D.C. The relationship of age to ten dimensions of job performance. Journal of Applied Psychology 2008, 93(2):392-423.
43. Ng T.W., Feldman D.C. Organizational tenure and job performance. Journal of Management 2010, 36(5):1220-1250.
44. Nunnally J.C. Psychometric theory 1978, McGraw-Hill Book Company, New York.
45. OECD Online OECD employment database. Number of unemployed, employed and population of working age http://stats.oecd.org/Index.aspx?DatasetCode=LFS_D.
46. Ordanini A., Parasuraman A., Rubera G. When the recipe is more important than the ingredients: A qualitative comparative analysis (QCA) of service innovation configurations. Journal of Service Research 2014, 17(2):134-149.
47. Parker S.K., Wall T.D., Cordery J.L. Future work design research and practice: Towards an elaborated model of work design. Journal of Occupational and Organizational Psychology 2001, 74(4):413-440.
48. Podsakoff P.M., MacKenzie S.B., Lee J.Y., Podsakoff N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 2003, 88(5):879-903.
49. Podsakoff P.M., Organ D.W. Self-reports in organizational research: Problems and prospects. Journal of Management 1986, 12(4):531-544.
50. Posthuma R.A., Campion M.A. Age stereotypes in the workplace: Common stereotypes, moderators, and future research directions. Journal of Management 2009, 35(1):158-188.
51. Ragin C.C. Set relations in social research: Evaluating their consistency and coverage. Political Analysis 2006, 14(3):291-310.
52. Ragin C.C. Redesigning social inquiry: Fuzzy sets and beyond 2008, University of Chicago Press, Chicago.
53. Ragin C.C., Drass K.A., Davey S. Fuzzy-set/qualitative comparative analysis 2006, Department of Sociology, University of Arizona, Tucson, AZ.
54. Román S., Iacobucci D. Antecedents and consequences of adaptive selling confidence and behavior: A dyadic analysis of salespeople and their customers. Journal of the Academy of Marketing Science 2010, 38(3):363-382.
55. Ryan R.M., Deci E.L. Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist 2000, 55(1):68-78.
56. Schneider C.Q., Wagemann C. Standards and good practice in qualitative comparative analysis (QCA) and fuzzy sets. Comparative Sociology 2010, 9(3):397-418.
57. Short J.C., Payne G.T., Ketchen D.J. Research on organizational configurations: Past accomplishments and future challenges. Journal of Management 2008, 34(6):1053-1079.
58. Skirbekk V. Age and productivity capacity: Descriptions, causes and policy options. Ageing Horizons 2008, 8:4-12.
59. Solomon M.R., Surprenant C., Czepiel J.A., Gutman E.G. A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing 1985, 49(1):99-111.
60. Spiro R.L., Weitz B.A. Adaptive selling: Conceptualization, measurement, and nomological validity. Journal of Marketing Research 1990, 27(1):61-69.
61. Spreitzer G.M. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of Management Journal 1995, 38(5):1442-1465.
62. Staw B.M., Barsade S.G. Affect and managerial performance: A test of the sadder-but-wiser vs. happier-and-smarter hypotheses. Administrative Science Quarterly 1993, 38(2):304-331.
63. Surprenant C.F., Solomon M.R. Predictability and personalization in the service encounter. Journal of Marketing 1987, 51(2):86-96.
64. Wagner J.A., Ferris G.R., Fandt P.M., Wayne S.J. The organizational tenure-job involvement relationship: A job-career experience explanation. Journal of Organizational Behavior 1987, 8(1):63-70.
65. Weitz B.A., Sujan H., Sujan M. Knowledge, motivation, and adaptive behavior: A framework for improving selling effectiveness. Journal of Marketing 1986, 50(4):174-191.
66. Woodside A.G. Moving beyond multiple regression analysis to algorithms: Calling for adoption of a paradigm shift from symmetric to asymmetric thinking in data analysis and crafting theory. Journal of Business Research 2013, 66(4):463-472.
67. Woodside A.G., Hsu S.Y., Marshall R. General theory of cultures' consequences on international tourism behavior. Journal of Business Research 2011, 64(8):785-799.
68. Woodside A.G., Zhang M. Cultural diversity and marketing transactions: Are market integration, large community size, and world religions necessary for fairness in ephemeral exchanges?. Psychology & Marketing 2013, 30(3):263-276.
69. Wu P.-L., Yeh S.-S., Huan T.C., Woodside A.G. Applying complexity theory to deepen service dominant logic: Configural analysis of customer experience-and-outcome assessments of professional services for personal transformations. Journal of Business Research 2014, 67(8):1647-1670.
70. Zenger T.R., Lawrence B.S. Organizational demography: The differential effects of age and tenure distributions on technical communication. Academy of Management Journal 1989, 32(2):353-376.