Relationship Strength Between a Customer and Service Worker

A small-world simulation model of a regional innovation system combining the strength of the intersubject relationship of the regional innovation system with the loosely coupled system is constructed. We use a simulation to observe knowledge flow within the regional innovation system under relationships of varying strength. The results show that when the relationship between the subjects of the regional innovation system reaches a certain strength, the system will exhibit high module independence and high network integrity, forming a loosely coupled system. The knowledge flow in the system exhibits the emergence of a fast flow rate, a high mean value and little variance. When relationship strength is at other levels, the emergence of knowledge cannot be identified.

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Enacting Service Work in a Changing World: Time for a Dialogue

Journal of Service Research ◽

10.1177/1094670521989452 ◽

2021 ◽

pp. 109467052198945

Author(s):

Mahesh Subramony ◽

Markus Groth

Keyword(s):

Boundary Spanning ◽

Service Organizations ◽

Service Work ◽

Frontline Employees ◽

Service Worker ◽

Service Workers ◽

Interdisciplinary Dialogue ◽

Sector Service ◽

Perfect Storm ◽

Changing World

Service work is rapidly evolving as a result of technological innovations, changing employment norms, and a variety of environmental challenges. Yet, the scope of service work scholarship appears to be restricted to traditional frontline employees occupying boundary-spanning positions in formal private-sector service organizations. Given the “perfect storm” of multiple disruptions, we believe that the time is ripe for service scholars to reexamine how service work is being (and will be) enacted in a changing world. In this editorial, we propose an expansion of the “service worker” construct, recommend a deeper exploration of the experiences of service workers, and call to situate these experiences within an evolving service work ecosystem. Our aim is to spark interdisciplinary dialogue related to service work in order to foster service scholarship and practice that are responsive to the changing world.

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Impact of word-of-mouth, job attributes and relationship strength on employer attractiveness

Management Research Review ◽

10.1108/mrr-11-2017-0382 ◽

2019 ◽

Vol 42 (6) ◽

pp. 721-739 ◽

Cited By ~ 2

Author(s):

Faiz Ahamad

Keyword(s):

Social Media ◽

Word Of Mouth ◽

Information Source ◽

Differential Impact ◽

Content Type ◽

Job Attributes ◽

Relationship Strength ◽

Job Information ◽

Employer Attractiveness ◽

The Impact

Purpose Job information through word-of-mouth (WOM) has a crucial impact on employer attractiveness. The phenomenal rise of social media offers alternate WOM platforms for sharing job information, which is quite different from traditional face-to-face WOM. The purpose of this paper is to examine the differential impact of traditional word-of-mouth (t-WOM) and social media word-of-mouth (s-WOM) on employer attractiveness along with the difference in the job attributes and relationship strength with the information source. Design/methodology/approach A 2 × 2 × 2 experiment was conducted to examine the impact of information source (t-WOM and s-WOM), job attributes (tangible and intangible) and relationship strength (strong and weak), on employer attractiveness. Source expertise and source trust were treated as the control variable. Findings The result shows the differential impact of t-WOM and s-WOM on employer attractiveness. Moreover, t-WOM from strong relation source found to have a high impact on employer attractiveness than s-WOM. No significant difference due to job attributes was found. Research limitations/implications Use of only positive WOM and not the negative one, student as the subjects, etc. Practical implications The present study suggests using t-WOM and s-WOM to attract talented job seekers. Originality/value This is the first study to analyze the differential impact of t-WOM and s-WOM on employer attractiveness.

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