Employee development: An examination of service strategy in a high-contact service environment

Research output: Contribution to journalArticle

70 Scopus citations

Abstract

A critical component of service strategy in high-contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.

Original languageEnglish (US)
Pages (from-to)186-203
Number of pages18
JournalProduction and Operations Management
Volume12
Issue number2
StatePublished - Jun 1 2003

Keywords

  • Customer Satisfaction
  • Empirical Research
  • Employee Development
  • Service Strategy
  • Structural Equation Modeling

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