【Mingli lecture 2022, Issue 18】

Time: April 6 (Wednesday) 19:00-20:30 pm

Venue: Tencent Conference 524 318 852

Speaker: Associate Professor Yue Yumeng, University of Edinburgh

Speaker Profile:

Yumeng Yue, Senior Lecturer of the Department of Organizational Management, Business School, University of Edinburgh, Ph.D., University of New South Wales, Australia, his main research interests are service management and service team performance. Academic papers have been published in journals such as Personnel Psychology, Journal of Service Research, and European Journal of Work and Organization Psychology.

Introduction to the report:

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.

(Organizer: Department of Organization and Human Resource Management, Research and Academic Exchange Center)