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Employee Adaptive Behavior in Service Enactments

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  • 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
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    References listed on IDEAS

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    1. 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.
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    4. 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.
    5. 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.
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