Employee Impact of Service Routines: An Experimental Study

• In Event: SERVICE SYSTEMS: Design Choices and Human Factors in Service Operations

Abstract

We propose an experiment to evaluate the effect of service delivery routines (often referred to as “service scripts”) on employees’ propensity to improvise and employee-level psychological outcomes—employee satisfaction, employee engagement, role ambiguity, and emotional labor. This study offers insights on the design and implementation of high-touch service systems.

Authors

• Enrico Secchi, University College Dublin (UCD)

• Liana Victorino, University of Victoria

• Alexander R Bolinger, Idaho State University

• Bryan L Bonner, University of Utah