Purpose

Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE.

Design/methodology/approach

Meta-analytic procedures ascertain the magnitude of the relationship between EE and SEWP (k = 102, ρ^ = 0.45) and between SEWP and three dimensions of CE: customer purchases (k = 42, ρ^ = 0.47), customer knowledge (k = 4, ρ^ = 0.33) and customer influence (k = 7, ρ^ = 0.42). The current meta-analysis reports an effect size for the EE-overall SEWP relationship nearly 1.50 times greater than related extant meta-analyses.

Findings

Results suggest SEWP, consisting of service employee task performance and contextual performance, serves as an important intervening mechanism between EE and CE by considering nine dimensions of SEWP. Such findings suggest that to maximize SEWP, service employees must go beyond simply being satisfied in their work roles; instead, service employees must feel energized, find fulfillment and meaning and be engrossed in their work to maximize the service they provide to customers.

Originality/value

This research extends previous meta-analytic efforts, bridges the multi-disciplinary gap between EE and CE research, provides an empirical link allowing for informed decision-making for managers and stakeholders, underscores the importance of service employees surpassing required job responsibilities to meet and exceed customer needs and suggests an agenda for future service research integrating EE and CE.

中文翻译：

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弥合两个敬业度故事：对服务环境中员工敬业度和客户敬业度的元分析审查

目的

本手稿采用服务利润链 (S-PC) 框架，调查了服务环境中员工敬业度 (EE) 与客户敬业度 (CE) 之间的关系，并探讨了中介机制、服务员工工作绩效 (SEWP) 如何将 EE 联系起来与 CE。

设计/方法/方法

元分析程序确定 EE 和 SEWP 之间关系的大小（k  = 102，ρ^ = 0.45）以及 SEWP 与 CE 的三个维度之间：客户购买（k  = 42，ρ^ = 0.47), 客户知识 ( k  = 4,ρ^ = 0.33) 和客户影响力 ( k  = 7,ρ^ = 0.42)。目前的荟萃分析报告了 EE 与整体 SEWP 关系的效应大小几乎是现有荟萃分析的 1.50 倍。

发现

结果表明，SEWP 由服务员工的任务绩效和情境绩效组成，通过考虑 SEWP 的九个维度，作为 EE 和 CE 之间的重要干预机制。这些发现表明，为了最大限度地提高 SEWP，服务员工必须超越对工作角色的简单满足；相反，服务员工必须感到精力充沛，找到成就感和意义，并全神贯注于工作，以最大限度地为客户提供服务。

原创性/价值

这项研究扩展了以前的元分析工作，弥合了 EE 和 CE 研究之间的多学科差距，提供了一个经验链接，允许管理人员和利益相关者做出明智的决策，强调服务员工超越所需的工作职责以达到和超越的重要性客户需求，并为未来整合 EE 和 CE 的服务研究提出议程。