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首页> 外文期刊>Journal of service management >Leveraging human touch in service interactions: lessons from hospitality
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Leveraging human touch in service interactions: lessons from hospitality

机译：在服务交互中充分利用人与人之间的互动：热情好客的教训

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Purpose With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to explore the role of human touch, introducing hospitable service as an enhancement for value creation in service organizations. Design/methodology/approach Drawing on management, social sciences and hospitality literatures, a four-configuration model is presented to illustrate dimensions which arise from the confluence of different degrees of relationship orientation - shared mental models held by the host organization (self- or other-oriented), and guests' service preferences (transactional or relational). Findings A theoretically grounded model of configurations resulting from variations on three key dimensions is offered. These are: employee organization relationships - social exchange processes governing the interactions between employees and their employers; HRM systems - internally consistent combinations of HR practices; and tech-touch trade-off - prioritization of technology vs employees to deliver services.Originality/value This is among the first papers to explore the influence of technology on the degree of human touch in the interface between hospitality employee and customer, and to develop a configuration model through which researchers and practitioners can operate during this declining era of human to human service interactions.
机译：目的随着技术和自动化技术的不断普及，从根本上改变服务交付的性质，本文的目的是探索人与人之间的关系，介绍好客的服务，以增强服务组织的价值创造。设计/方法/方法借鉴管理，社会科学和酒店文学，提出了一种四结构模型，以说明因不同关系取向程度的融合而产生的维度-主办组织（自身或其他组织持有的共享心理模型） （面向客户）和客户的服务偏好（交易或相关）。研究结果提供了一个基于理论的配置模型，该模型基于三个关键维度的变化而产生。这些是：员工组织关系-支配员工与其雇主之间互动的社会交流过程；人力资源管理系统-内部统一的人力资源实践；原创性/价值这是第一批探讨技术对酒店员工与客户之间接口中人的接触程度的影响并进行开发的论文之一。一种配置模型，研究人员和从业人员可以在这个人与人服务互动不断下降的时代中进行操作。

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