An Exploration of the Meaning and Consequences of Workaholism

Although much has been written aboutworkaholism, rigorous research andtheoretical development on the topic is in its infancy.We integrate literature from multiple disciplines andoffer a definition of workaholic behavior. We identify three types ofworkaholic behavior patterns: compulsive-dependent,perfectionist, and achievement-oriented workaholism. Apreliminary model is proposed; it identifies potential linkages between each type of workaholismpattern and important outcomes such as performance, joband life satisfaction, and turnover. Specificpropositions for future research are articulated. Weconclude that, depending on the type of workaholicbehavior pattern, workaholism can be good or bad, andits consequences may be experienced or evaluateddifferently by individuals, organizations, and societyat large. Researchers and managers should avoidmaking judgments about the positive or negative effectsof workaholism until more carefully controlled researchhas been published.     

THE ECONOMICS OF CAPACITY AND MARKETING MEASURES IN A SIMPLE MANUFACTURING ENVIRONMENT

As manufacturing firms push to achieve shorter lead times and higher levels of customer service, the basic capability of underlying manufacturing processes must be reexamined. The capacity and operational variability of a process dictate a certain set of realistic performance goals. In this paper, we examine this fundamental relationship from an economic perspective using two levels of analysis. At the aggregate level, we model the manufacturing process as a single server queue and compare the traditional roles of marketing and manufacturing in setting performance and process design parameters. Insights gained at this level are incorporated into the analysis of a realistic multiserver, multistation manufacturing line. We develop an interaction decision tool to guide the selection of process and performance parameters in this more complex environment.     

THE MALL IS MY FACTORY: REFLECTIONS OF A SERVICE JUNKIE

This paper presents a personal perspective on the history, current research, and emerging topics in the field of Service Operations Management. I see research in the field evolving from a focus on classifications and operations research models in the 1970s and 1980s, to a current focus on laboratory studies, and survey- and case-based research. Selected current research is presented under the following headings: Service encounter design, service quality, drivers of service competitiveness, yield management, and the information revolution and the globalization of services. Examples of creativity in service delivery and some whimsical characteristics of service junkies are also presented.     

Experiencing Work: Values, Attitudes, and Moods

This paper describes a model (the VAM model)which integrates three of the most significantdimensions of the work experience, work values,attitudes, and moods, into one overarching framework.The VAM model proposes that a rich and more completeunderstanding of the experience of work necessitates thesimultaneous consideration of work values, attitudes,and moods. After describing how work values, attitudes, and moods, each capture key aspects ofexperiencing work, we discuss three important dimensionsalong which they vary: time, dynamism, and focus. Thesedimensions underscore the need for the simultaneous consideration of values, attitudes, and moodsfor a fuller understanding of the work experience. Wethen describe how work values, attitudes, and moods havethe potential to influence each other. Finally, we discuss the implications of the VAM modelfor understanding important organizational outcomesincluding extra-role behavior, job performance, socialloafing, absenteeism, and turnover.     

Employee Work Attitudes: The Subtle Influence of Gender

Using the construct of job satisfaction, this study examined work attitudes of 286 females and 416 males employed in 27 female-owned and 29 male-owned small businesses in three industries: construction, manufacturing, and distribution. Job satisfaction scores (dependent variables) were analyzed with regard to the interaction of owner employee gender. Demographic and job-related variables were also considered. The gender-moderated results are discussed in terms of methodological implications for conducting research regarding work attitudes.     

A NEW LEARNING APPROACH TO PROCESS IMPROVEMENT IN A TELECOMMUNICATIONS COMPANY

Redesigning and improving business processes to better serve customer needs has become a priority in service industries as they scramble to become more competitive. We describe an approach to process improvement that is being developed collaboratively by applied researchers at US WEST, a major telecommunications company, and the University of Colorado. Motivated by the need to streamline and to add more quantitative power to traditional quality improvement processes, the new approach uses an artificial intelligence (AI) statistical tree growing method using customer survey data to identify operations areas where improvements are expected to affect customers most. This AI/statistical method also identifies realistic quantitative targets for improvement and suggests specific strategies predicted to have high impart. This research, funded in part by the Colorado Advanced Software Institute (CASI) to stimulate profitable innovations, has resulted in a practical methodology used successfully at US WEST to help set process improvement priorities and guide resource allocation decisions throughout the company.     

SERVICE PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS

We developed a taxonomy of service processes in electronic retailing using data from 255 electronic food retailers. The taxonomy is comprised of eight service process configurations. Analysis of publicly available data on on‐line customer ratings for 52 retailers in the study sample shows that the ordering of the configurations in the taxonomy on a continuum of low to high flexibility is associated positively with (i) customer satisfaction with web site aesthetics, web site navigation, product selection, product information, customer support, and ease of return, and (ii) customer loyalty.     

A Study of the Determinants and of the Impact of Flexibility on Employee Benefit Satisfaction

The purpose of this study was to examine the influence of individual characteristics and organizational justice on employee benefit satisfaction, and to explore the role of flexible benefit plans. Employees from three Canadian organizations were surveyed. A total of 285 usuable questionnaires were returned, for a response rate of 42%. The variables in the model accounted for more than 40% of the variance in benefit satisfaction. The findings showed that while distributive and procedural justice were useful in predicting benefit satisfaction, the concept of process justice had the greatest effect on satisfaction. Among the variables, communication had the greatest impact. The effect of flexibility, although significant, was ambiguous. Sociodemographic factors had a very limited effect when perceptual variables were introduced into the equation. The paper also sets out the limitations of the study and its practical implications, and makes some suggestions for future research.     

GREENING THE SERVICE PROFIT CHAIN: THE IMPACT OF ENVIRONMENTAL MANAGEMENT PRACTICES

This paper explores the relationship between environmental practices and performance in services and the impact of such practices on the external portion of the service profit chain. Using structural equation modeling, it tests the hypotheses developed with data from the European hospitality industry. The findings suggest that environmental practices are positively related to performance through the mediating effect of enhanced customer satisfaction and loyalty. The paper's contributions include: the conceptual development of the relationship between environmental practices and performance in services, the incorporation of environmental practices within the service profit chain, and the testing of their impact on customer satisfaction.     

EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH‐CONTACT SERVICE ENVIRONMENT

A critical component of service strategy in high‐contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.