Employee Adaptive Behavior in Service Enactments

Alexander Leischnig and Kati Kasper-Brauer

Journal of Business Research, 2015, vol. 68, issue 2, 273-280

Abstract: This study deepens understanding of the causal patterns of factors stimulating employees to perform adaptive behaviors in service encounter situations. Drawing on motivation literature and configuration theory, this study develops and tests research propositions based on a sample of 228 employees from the insurance industry. Findings from fuzzy-set qualitative comparative analysis indicate three configurations of employee personal characteristics and work perceptions explain employee adaptive behavior. This article contributes to the literature by providing new insights into the causal pattern of factors stimulating customization approaches in service situations. Based on these findings, this article discusses implications for service management.

Keywords: employee adaptive behavior; work perception; personal attributes; fsQCA (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (41)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:2:p:273-280

DOI: 10.1016/j.jbusres.2014.07.008

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