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【明理讲堂2022年第18期】4-6爱丁堡大学岳雨蒙副教授: 服务技术与员工福祉


地点:腾讯会议 524 318 852



岳雨蒙,爱丁堡大学商学院组织管理系高级讲师,澳大利亚新南威尔士大学博士,主要研究方向为服务管理与服务团队绩效。学术论文发表于《Personnel Psychology》、《Journal of Service Research》和《European Journal of Work and Organization Psychology》等期刊。


Service studies have been devoted numerous attention towards understanding the impact of technology on customer satisfaction. However, conceptual and systemic discussion towards how technology influence employee wellbeing has been lacking. Bearing this in mind, in this paper we propose a conceptual model which focuses on delineating relationship between service technology and employee wellbeing. More specifically, we propose an innovative mechanism—service encounter scripts—that explain how service technology influence wellbeing by structuring interactions between employees and customers. Incorporating previous work of technology alignment as well as the resource view of employee wellbeing, we make specific propositions regarding the relationship between technology function/feature and employee wellbeing. An important implication from our theory is that the interactional aspect of people’ work, especially customer-employee interactions, should play an important role when theorizing the impact of technology. Future empirical research should thus can benefit by focusing on these interactions as well as delineating how these interactions are shaped by the introduction of technologies.