CEF.UP – MaR Seminar/Webinar

Tuesday – April 8^th, 2025 | 18:30h – 20:00h | Room 631 | Online

“Transformative Service Research and Well-Being at the Intersection of Consumers with Organizational Frontlines”

Steven Rayburn – Texas State University (U.S.A.)

In this session, Dr. Rayburn will explore the origins of the Transformative Service Research initiative as well as some of the ongoing developments focused on the emergence of the Organizational Frontlines Research as a key focal area within Service Research. The intersection of Transformative Service Research, the Organizational Frontline, and Individual Wellbeing will be explored drawing, on examples from Dr. Rayburn’s consumer and employee research. During this session, he will discuss his focus on consumer and employee wellbeing as a key outcome. Specifically, from the consumer perspective he will discuss Service Captivity, a concept he developed in his dissertation to help researchers understand consumers’ loss of voice, choice, and power in service interactions. This discussion will highlight service design elements integral to diminishing consumer perceptions of service captivity. Dr. Rayburn will also discuss employee prosocial motivation and impact, employees’ desire and ability to positively contribute to the wellbeing of others. This discussion will expose the positive tripartite impact on the employee, organization, and customers that is present when prosocial motivation is facilitated.