• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar

information for practice

news, new scholarship & more from around the world


advanced search
  • gary.holden@nyu.edu
  • @ Info4Practice
  • Archive
  • About
  • Help
  • Browse Key Journals
  • RSS Feeds

Humanitarian Crises: The (Un)Certainty of Servicescapes and Their Impact on Frontline Actors

Journal of Service Research, Ahead of Print.
Prior works discuss servicescapes as a stable environment but abstain from examining servicescapes in crisis situations and how they impact frontline employees (FLEs). This paper investigates servicescapes as something other than static and planned, and it accounts for the uncertainty often present in servicescapes. Specifically, we conceptualize servicescapes in crisis situations on a continuum that takes into account the landscape’s (in)stability and the processes’ (un)predictability. In so doing, we provide a more nuanced understanding of FLE experience and job satisfaction in crisis servicescapes, such as humanitarian contexts. Our research on these rarely surveyed but highly important service-providing circumstances identifies how FLEs need to reconcile the dynamic contextual facets and the variables likely to influence their job satisfaction. Across two studies of humanitarian aid contexts, including one with the United Nations, we show that servicescape processes and/or landscapes are often dynamic. We further show that organizational value’s congruence, pleasantness, and convenience have a positive impact on FLE job satisfaction in crisis servicescapes by decreasing their perceived level of uncertainty.

Read the full article ›

Posted in: Journal Article Abstracts on 04/07/2023 | Link to this post on IFP |
Share

Primary Sidebar

Categories

Category RSS Feeds

  • Calls & Consultations
  • Clinical Trials
  • Funding
  • Grey Literature
  • Guidelines Plus
  • History
  • Infographics
  • Journal Article Abstracts
  • Meta-analyses - Systematic Reviews
  • Monographs & Edited Collections
  • News
  • Open Access Journal Articles
  • Podcasts
  • Video

© 1993-2023 Dr. Gary Holden. All rights reserved.

gary.holden@nyu.edu
@Info4Practice