Purpose

In light of the increasing prevalence of non-human services, organizations can benefit by emphasizing distinctively human qualities in their services. This paper suggests that cultivating virtues among employees can enhance the value of human-provided services.

Design/methodology/approach

This conceptual paper incorporates ideas from management and service research examining the notion of virtue as well as human qualities that are associated with virtuousness. The paper builds upon service research, which emphasizes the important role of human elements in service interaction, along with extensive research in positive organizational scholarship, which characterizes virtues as the finest attributes of human nature.

Findings

The paper introduces “service virtuousness,” the voluntary and authentic expression of human virtues like compassion and creativity in service delivery, treating customers as individuals beyond their formal roles. A review of the literature reveals how virtuousness appears in services. The study also identifies when it is most beneficial, explores the challenges in its implementation, and suggests future research directions.

Originality/value

The paper offers a novel concept for service research grounded in core human values. Although service virtuousness does not focus on outcomes, it offers numerous benefits to all parties involved in the service setting. The theoretical framework for studying service virtuousness provides new opportunities to identify the conditions in which virtuousness is most beneficial in a service context.

中文翻译：

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服务美德：在服务交付中体现人类的精华

 目的

鉴于非人类服务的日益普及，组织可以通过在其服务中强调独特的人类品质而受益。本文建议，在员工中培养美德可以提高人类提供的服务的价值。

设计/方法/方法

这篇概念性论文结合了管理和服务研究的思想，研究了美德的概念以及与美德相关的人类品质。该论文建立在服务研究的基础上，该服务研究强调人为因素在服务互动中的重要作用，以及对积极组织学术的广泛研究，该研究将美德描述为人性中最美好的品质。

 发现

本文介绍了“服务美德”，即在服务提供过程中自愿和真实地表达人类美德，如同情心和创造力，将客户视为超越其正式角色的个体。对文献的回顾揭示了美德是如何出现在服务中的。该研究还确定了何时最有益，探讨了实施过程中的挑战，并提出了未来的研究方向。

 原创性/价值

该论文为基于核心人类价值观的服务研究提供了一个新颖的概念。尽管服务美德并不关注结果，但它为参与服务环境的各方提供了许多好处。研究服务美德的理论框架为确定美德在服务环境中最有益的条件提供了新的机会。