Towards a ‘high-tech human service delivery’: an interdisciplinary examination of the impact of frontline service technology and targeted human resources practices on service firms

Fabrice V. Bartholin, David Collings, Yuhui Gao

Research output: Contribution to conferencePaperpeer-review

Abstract

Adopting an interdisciplinary approach, the study dovetails with service research and strategic human resources disciplines. The study aims to explain the ‘black box’ of customer delight (CD) and to examine the impact of frontline service technology (FST) on frontline
employees. It is couched within the service profit chain model, and utilises the service exchange theory to explore frontline employees perceptions of service-oriented high performance work systems (SHPWS) on their service attitudes and behaviours.

The study utilises a cross level analysis using a bottom-up approach, thereby testing an integrative model
of the service profit chain. Data will be based on hotel general managers and frontline employees surveys (minimum 1500). Frontline service employees’ attitudes and behaviours are expected to be impacted by
employees’ perceptions of SHPWS and their use of FST during service encounters. Service attitudes are anticipated to impact service behaviours and customer satisfaction, while service behaviours are expected to mediate CD. CD is expected to influence word-of-month and customer loyalty. The chosen sample may not permit generalisability of findings for the service
industry. A limitation exists on the CD data obtained through the data collection point.

This is the first multilevel integration of SHPWS, FST and CD, hence ‘unlocking’ the ‘black box’ of CD. It delivers a revised service profit chain model through the exploration of the unknown impact of FST on service firms’ outcomes. The study allows practitioners to benefit from superior insight into the value of operational investments in SHPWS and FST to yield organisational success.
Original languageEnglish (Ireland)
Publication statusPublished - 26 Aug 2020
EventIrish Academy of Management conference - Dublin City University, Dublin, Ireland
Duration: 26 Aug 202026 Aug 2020
https://iamireland.ie/2021-iam-conference-page-dcu/

Conference

ConferenceIrish Academy of Management conference
Abbreviated titleIAM
Country/TerritoryIreland
CityDublin
Period26/08/202026/08/2020
Internet address

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