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Employee wellness is vital to creating high-quality employee–customer interactions, yet frontline service workers (FLSWs) do not typically engage in, or benefit from, wellness initiatives. This paper aims to conceptually model the interactive influences of organizational and employee factors in influencing FLSW involvement in wellness programs and provides suggestions on how service organizations can enhance wellness behaviors and outcomes.

This paper builds upon classical and contemporary management theories to identify important gaps in knowledge about how employees and firms engage with wellness. Interactive psychology, emphasizing multidirectional interaction between person (employee) and situation (organization) wellness orientation, is introduced.

The paper develops a model that can be used to assess organizational wellness program effectiveness by emphasizing the interaction of employee and organizational wellness orientation. The model illustrates that wellness effectiveness relies equally on employee agency through an active wellness orientation matched with the organizational wellness orientation.

This paper questions the dominant approaches to assessing the effectiveness of workplace wellness initiatives, arguing for a more humanistic and agentic perspective rather than traditional organizationally centered fiscal measures.

The intent to start an entrepreneurial venture is predisposed by certain personality traits. The study aims to analyze the impact of various identified personality traits and entrepreneurial education on entrepreneurial intentions of management students.

The data for the study were gathered from 440 students of top 5 management institutes in India. The study used a cross-sectional design and structured questionnaire based on seven-point Likert scale and was administered employing a purposive sampling method. Structural equation modeling (SEM) was utilized to validate posited hypotheses in the study.

The study discerns that apart from agreeableness dimension of personality traits, all remaining identified dimensions along with entrepreneurial education had a significant influence on entrepreneurial intentions of management students with need for achievement emerging as the most important enabler. Conscientiousness was the major dimension among big five personality traits bearing a positive influence, while neuroticism registered a negative impact on entrepreneurial intentions. In addition, results bespeak that entrepreneurial education partially mediates the effect of need for achievement, locus of control and innovativeness on entrepreneurial intentions.

The compendious model proffered in the study might be helpful for students, educators, consultants, financial institutions and policymakers in appreciating the gravity of underlying personality traits.

There is a dearth of research on big five personality traits and entrepreneurial education as enablers of entrepreneurial intentions. The study attempts to integrate big five personality traits model with dimensions of need for achievement, locus of control, innovativeness and entrepreneurial education for management students in India.

Notwithstanding the expected apparent benefits of mobile technologies (MTs) in the hotel industry, their adoption is slower than forecasted. This study aims to identify the challenges faced by hotel managers in adopting MTs in their industry, such that the authors may determine the strategic positions for adopting and managing MTs and build a frame of reference for hotel management practices.

The authors conducted a series of focus group interviews (FGIs) with the managers and executives of luxury hotels. FGIs were conducted in groups in a semi-structured format, asking questions about MT adoption in their hotels and the challenges they faced. The FGI transcripts were analyzed using a grounded theory approach.

Open and axial coding of FGI scripts revealed 15 underlying categories of challenges in adopting MTs in hotels. Subsequent selective coding revealed two underlying dimensions: viability-fit. With these two underlying dimensions, a strategic model for MT adoption is developed. This model identifies four MT adoption strategies in hotels: lookers, experimenters, explorers and leaders.

The model developed and presented herein may help analyze a hotel’s strategic positioning in adopting MT’s. Depending on the positional analysis results, hotel managers can appropriately decide resource mobilization priorities and deployment timing.

尽管酒店中的移动技术 (MT) 具有预期的明显行业优势, 它们的采用速度比预期的要慢。本研究旨在确定酒店经理在其行业中采用 MT 时面临的问题和挑战, 以便我们可以确定采用和管理 MT 的战略位置, 并为酒店管理实践建立参考框架。

作者与管理人员和豪华酒店的高管进行了一系列焦点小组访谈 (FGI) 。 FGI 以半结构化的形式分组进行, 询问关于他们酒店采用 MT 的问题以及他们面临的挑战。 FGI 的文字记录使用扎根理论方法进行分析。

FGI 脚本的开放和轴向编码揭示了 15 个潜在挑战类别酒店的 MT。随后的选择性编码揭示了两个潜在的维度：可行性, 匹配度。有了这两个基本维度, 就可以开发出采用 MT 的战略模型。这模型确定了酒店中的四种 MT 采用策略：观察者、实验者、探索者和领导者。

这里开发和展示的模型可以帮助分析酒店在采用MT的战略定位采用。根据定位分析结果, 酒店经理可以适当地决定资源调动优先事项和部署时间。

The development of a service improvisation competence (Serv-IC), operationally defined as “the systemic ability of a service firm’s employees to deviate from established service delivery processes and routines to respond in a timely manner to unforeseen events using available resources” (Secchi et al., 2019, p. 1329), has been proposed as an effective way to accommodate customer variability while increasing the quality of the service experience. However, empirical evidence of its impact on service performance is scant. This paper tests the effect of Serv-IC on performance in the hospitality industry.

This paper develops a conceptual typology of service delivery systems (hereafter service typology is used interchangeably) in the hotel industry based on the experiential content of the service and the amount of standardization of service delivery routines. Then, using a survey of hotel managers, the effect of Serv-IC on hotel performance is estimated within each service group in the typology.

Serv-IC is associated with increased occupancy in high-process-standardization and high-experience hotel operations but does not have a significant relationship with the average price per room. The results suggest that managers could invest in Serv-IC to increase loyalty and positive word of mouth but not to increase prices.

This paper provides evidence of the effectiveness of developing a service improvisation competence while also offering boundary conditions to its applicability. The proposed service typology disentangles the design of service processes from their execution, thereby shedding new light on the complex relationships among service design, employee behaviors and business outcomes.

In services, customers’ successful performance of expected roles is critical to ensuring successful service outcomes. To help customers perform their roles better, service providers offer them feedback on their performance. To improve the design of customer feedback that contains both positive and negative messages, the purpose of this paper is to examine the order and the repetition effect of feedback message types on customer feedback satisfaction, motivation, and compliance intention, focusing on the moderating effect of customer involvement level. This paper also examines whether feedback satisfaction and motivation mediate the moderation effect of the order or repetition of feedback message type and customer involvement level on compliance intention.

This study employs two between-subject quasi-experimental designs: 2 (feedback message order: positive message first vs negative message first) × 2 (involvement level: high vs low) and a 2 (repeated feedback type: positive vs negative) × 2 (involvement level: high vs low). Data collection occurred through an online survey using eight health checkup scenarios. Hypotheses were tested by using MANOVA and PROCESS.

The customer involvement level moderated the effect of the presentation order of feedback message type on customer responses. With highly involved customers, offering positive feedback initially produced responses that were more favorable. With customers with low involvement, the order did not matter. The effects of feedback satisfaction and motivation as mediators in the effect of order on compliance intention were significant only with highly involved customers. The mediation effect of motivation was much stronger than that of feedback satisfaction. The repetition of a particular feedback type took effect only with customers with low-involvement level. Compared to the no-repetition condition (positive-negative), when positive feedback was repeated (positive-negative-positive), motivation increased. Compared to the no-repetition condition (negative-positive), when negative feedback was repeated (negative-positive-negative), feedback satisfaction and compliance intention decreased. In terms of mediating effect, only feedback satisfaction was a meaningful mediator and only when negative feedback was repeated to low-involvement customers.

This study contributes to research by extending feedback studies in services to include a consideration of the order and repetition of feedback message types as design variables; it contributes practically by suggesting how to design feedback for better customer responses such as feedback satisfaction, motivation, and compliance intention.

The purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship between the measured environmental sustainability and operating performance.

This study applies exploratory factor analysis (EFA) to a six‐year panel dataset of 984 US hotels to construct a two‐factor standardized measure of environmental sustainability. The authors then conduct a stochastic frontier analysis (SFA) to investigate the relationship between the measured environmental sustainability and the operating performance frontier, considering the impact of operating structure.

Customer behavior and operational decisions are two key drivers of environmental sustainability. There is a positive link between environmental sustainability and operating performance. Operating structure has a significant impact on the operating performance. The performance frontier varies across market segment and location characteristics such as degree of urbanization and climate condition.

The findings indicate that service providers should actively involve customers, and manage both front‐office and back‐office operations in environmental sustainability initiatives. Operating structures that favor the alignment of multiple service supply chain partners' interests contribute positively to performance. The managers should be mindful of varying best‐in‐class performance due to operating unit characteristics such as market segment, and location characteristics.

This study is among the first attempts to develop a performance measurement system of environmental sustainability. The resulted standardized measure of environmental sustainability considers both the revenue and cost impacts in service operations. This research is among the first generation of papers that bring the unique characteristics of service operations, particularly service co‐production, into sustainability research.

This article presents the results of a study using discrete choice analysis (DCA) in the dine‐in pizza industry. DCA offers an effective approach for incorporating customer preferences into operating decisions in service businesses. Our results show how customers tradeoff among several determinant attributes (e.g. price, waiting time, quality) when choosing a dine‐in pizza restaurant. The article also offers evidence that managers’ perceptions of customer choice patterns are not the same as customers’ actual choice patterns for the businesses we examined. Finally, we show how our results can be easily incorporated into a decision support system for structuring service operations according to customer preferences.