Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries

Mahesh Subramony, Karen Ehrhart, Markus Groth, Brooks C. Holtom, Danielle D. van Jaarsveld, Dana Yagil, Tiffany Darabi, David Walker, David E. Bowen, Raymond P. Fisk, Christian Grönroos, Jochen Wirtz

Research output: Contribution to journalArticlepeer-review


Purpose: The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach: Seven scholars provide short reviews of the core topics and findings from four employee-related research streams – collective turnover, service climate, emotional labor, and occupational stress; and generate propositions to guide future theoretical and empirical work. Four distinguished service scholars – David Bowen, Ray Fisk, Christian Grönroos, and Jochen Wirtz comment upon these research streams and provide future directions for accelerating employee-related research in service management. Findings: All four research-streams yield insights that have the potential to advance service management research. Commentaries from the distinguished scholars further integrate this work with key concerns within service management including technology-enablement, transformative services, and service strategy. Originality/value: This paper is unique in its scope of coverage of management topics related to service and its aim to promote interdisciplinary dialog between service management scholars and researchers conducting employee-related research relevant to services.

Original languageEnglish
Pages (from-to)837-865
Number of pages29
JournalJournal of Service Management
Issue number5
StatePublished - 19 Oct 2017

Bibliographical note

Publisher Copyright:
© 2017, © Emerald Publishing Limited.


  • Emotional labour
  • Employees
  • Human resource management
  • Interdisciplinary research
  • Service climate
  • Service management
  • Stress
  • Turnover

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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