時間：4月6日（星期三）下午19:00-20:30
地點：騰訊會議 524 318 852
報告人：愛丁堡大學岳雨蒙副教授
主講人簡介：
岳雨蒙，愛丁堡大學商學院組織管理系高級講師，澳大利亞新南威爾士大學博士，主要研究方向為服務管理與服務團隊績效。學術論文發(fā)表于《Personnel Psychology》、《Journal of Service Research》和《European Journal of Work and Organization Psychology》等期刊。
報告內容簡介：
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.
（承辦：組織與人力資源管理系、科研與學術交流中心）
