IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v68y2015i2p273-280.html
   My bibliography  Save this article

Employee Adaptive Behavior in Service Enactments

Author

Listed:
  • Leischnig, Alexander
  • Kasper-Brauer, Kati

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.

Suggested Citation

  • Leischnig, Alexander & Kasper-Brauer, Kati, 2015. "Employee Adaptive Behavior in Service Enactments," Journal of Business Research, Elsevier, vol. 68(2), pages 273-280.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:2:p:273-280
    DOI: 10.1016/j.jbusres.2014.07.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296314002392
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2014.07.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Leischnig, Alexander & Geigenmueller, Anja & Lohmann, Stefanie, 2014. "On the role of alliance management capability, organizational compatibility, and interaction quality in interorganizational technology transfer," Journal of Business Research, Elsevier, vol. 67(6), pages 1049-1057.
    2. Levy, Michael & Sharma, Arun, 1994. "Adaptive selling: The role of gender, age, sales experience, and education," Journal of Business Research, Elsevier, vol. 31(1), pages 39-47, September.
    3. Ragin, Charles C., 2006. "Set Relations in Social Research: Evaluating Their Consistency and Coverage," Political Analysis, Cambridge University Press, vol. 14(3), pages 291-310, July.
    4. Woodside, Arch G. & Hsu, Shih-Yun & Marshall, Roger, 2011. "General theory of cultures' consequences on international tourism behavior," Journal of Business Research, Elsevier, vol. 64(8), pages 785-799, August.
    5. Wu, Pei-Ling & Yeh, Shih-Shuo & Huan, Tzung-Cheng (.T.C.). & Woodside, Arch G., 2014. "Applying complexity theory to deepen service dominant logic: Configural analysis of customer experience-and-outcome assessments of professional services for personal transformations," Journal of Business Research, Elsevier, vol. 67(8), pages 1647-1670.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wagemann, Claudius & Buche, Jonas & Siewert, Markus B., 2016. "QCA and business research: Work in progress or a consolidated agenda?," Journal of Business Research, Elsevier, vol. 69(7), pages 2531-2540.
    2. Skarmeas, Dionysis & Leonidou, Constantinos N. & Saridakis, Charalampos, 2014. "Examining the role of CSR skepticism using fuzzy-set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 67(9), pages 1796-1805.
    3. Sascha Kraus & Domingo Ribeiro-Soriano & Miriam Schüssler, 2018. "Fuzzy-set qualitative comparative analysis (fsQCA) in entrepreneurship and innovation research – the rise of a method," International Entrepreneurship and Management Journal, Springer, vol. 14(1), pages 15-33, March.
    4. Leischnig, Alexander & Henneberg, Stephan C. & Thornton, Sabrina C., 2016. "Net versus combinatory effects of firm and industry antecedents of sales growth," Journal of Business Research, Elsevier, vol. 69(9), pages 3576-3583.
    5. Ferguson, Graham & Megehee, Carol M. & Woodside, Arch G., 2018. "Applying asymmetric, case-based, forecasting modeling in service research: Cultures’ consequences on customers’ service gratuities," Australasian marketing journal, Elsevier, vol. 26(4), pages 369-381.
    6. Yu-Li Lin & Hsiu-Wen Liu & Fengzeng Xu & Hao Wang, 2016. "Environmental Conditions, Entrepreneur Alertness and Social Capital on Performance," International Business Research, Canadian Center of Science and Education, vol. 9(8), pages 1-13, August.
    7. Ferguson, Graham & Megehee, Carol M. & Woodside, Arch G., 2017. "Culture, religiosity, and economic configural models explaining tipping-behavior prevalence across nations," Tourism Management, Elsevier, vol. 62(C), pages 218-233.
    8. Asier Baquero, 2022. "Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management," Sustainability, MDPI, vol. 14(4), pages 1-19, February.
    9. Sonja Sperber & Christian Linder, 2018. "The impact of top management teams on firm innovativeness: a configurational analysis of demographic characteristics, leadership style and team power distribution," Review of Managerial Science, Springer, vol. 12(1), pages 285-316, January.
    10. Wei, Yu-Chen & Chang, Chao-Ching & Lin, Liang-Yang & Liang, Shih-Chen, 2016. "A fit perspective approach in linking corporate image and intention-to-apply," Journal of Business Research, Elsevier, vol. 69(6), pages 2220-2225.
    11. Seny Kan, Anderson Konan & Adegbite, Emmanuel & El Omari, Sami & Abdellatif, Mahamat, 2016. "On the use of qualitative comparative analysis in management," Journal of Business Research, Elsevier, vol. 69(4), pages 1458-1463.
    12. Mikalef, Patrick & Pateli, Adamantia, 2017. "Information technology-enabled dynamic capabilities and their indirect effect on competitive performance: Findings from PLS-SEM and fsQCA," Journal of Business Research, Elsevier, vol. 70(C), pages 1-16.
    13. Veríssimo, José Manuel Cristóvão, 2018. "Usage intensity of mobile medical apps: A tale of two methods," Journal of Business Research, Elsevier, vol. 89(C), pages 442-447.
    14. Foroudi, Pantea & Jin, Zhongqi & Gupta, Suraksha & Melewar, T.C. & Foroudi, Mohammad Mahdi, 2016. "Influence of innovation capability and customer experience on reputation and loyalty," Journal of Business Research, Elsevier, vol. 69(11), pages 4882-4889.
    15. Miltgen, Caroline Lancelot & Henseler, Jörg & Gelhard, Carsten & Popovič, Aleš, 2016. "Introducing new products that affect consumer privacy: A mediation model," Journal of Business Research, Elsevier, vol. 69(10), pages 4659-4666.
    16. Linton, Gabriel & Kask, Johan, 2017. "Configurations of entrepreneurial orientation and competitive strategy for high performance," Journal of Business Research, Elsevier, vol. 70(C), pages 168-176.
    17. Kaya, Bahar & Abubakar, A. Mohammed & Behravesh, Elaheh & Yildiz, Harun & Mert, Ibrahim Sani, 2020. "Antecedents of innovative performance: Findings from PLS-SEM and fuzzy sets (fsQCA)," Journal of Business Research, Elsevier, vol. 114(C), pages 278-289.
    18. Villani, Elisa & Linder, Christian & Grimaldi, Rosa, 2018. "Effectuation and causation in science-based new venture creation: A configurational approach," Journal of Business Research, Elsevier, vol. 83(C), pages 173-185.
    19. Zacharias, Nicolas A. & Nijssen, Edwin J. & Stock, Ruth Maria, 2016. "Effective configurations of value creation and capture capabilities: Extending Treacy and Wiersema's value disciplines," Journal of Business Research, Elsevier, vol. 69(10), pages 4121-4131.
    20. Santos, Jose Novais & Baptista, Cristina Sales, 2016. "Information exchange within horizontal relationships: A fuzzy-set approach to companies' characteristics role," Journal of Business Research, Elsevier, vol. 69(11), pages 5255-5260.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:68:y:2015:i:2:p:273-280. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.