Abstract
This exploratory paper focuses on the use of digital tools in service competence development. A digital training package about verbal judo (VJ) was tested using the diary method as 24 undergraduate students were asked to evaluate a VJ digital training package. The training package was created by Mielenrauha Ltd., which is an established company that specializes in security and conflict management training both in Finland and abroad. Overall, the respondents perceived the digital training package format as positive. Its ease of use and freedom from time and space were seen as positive elements that fit well with the general turbulence and lack of time in our society. The respondents were especially appreciative of the video elements, which received the most positive comments out of all the content elements. The respondents also considered it important to receive personalized feedback about their learning outcomes. Therefore, it would be extremely valuable to be able to include participants’ own experiences in the training framework, although this kind of personalization is technically challenging. The general outcome of the study indicates clearly that digital training packages are rapidly gaining in popularity. Therefore, more research in this area is needed.
Similar content being viewed by others
References
Bergenhenegouwen GJ, Ten Horn EAM, & Mooijman EAM (1997) Competence Development — A Challenge for Human Resource Professionals: Core Competences of Organizations as Guidelines for the Development of Employees. Industrial and Commercial Training 29(2): 55–62.
Bransford JD, Brown AL, & Cocking RR (eds) (2000) How People Learn: Brain, Mind, Experience, and School. Washington, D.C.: National Academy Press.
Clark RC & Mayer RE (2008) Learning by Viewing versus Learning by Doing: Evidence-Based Guidelines for Principled Learning Environments. Performance Improvement 47(9): 45–58.
Delcourt C, Gremler DD, De Zanet F, & van Riel ACR (2017) An Analysis of the Interaction Effect between Employee Technical and Emotional Competencies in Emotionally Charged Service Encounters. Journal of Service Management 28(1): 85–106.
Delcourt C, Gremler DD, van Riel ACR, & van Birgelen MJH (2016) Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure. Journal of Service Research 19(1): 72–87.
Dreyfus SE & Dreyfus HL (1980) A Five-Stage Model of the Mental Activities Involved in Directed Skill Acquisition. Washington, D. C.: Storming Media.
Edvardsson B (1996) Making Service-Quality Improvement Work. Managing Service Quality: An International Journal 6(1): 49–52.
Falk T, Schepers J, Hammerschmidt M, & Bauer HH (2007) Identifying Cross-Channel Dissynergies for Multichannel Service Providers. Journal of Service Research 10(2): 143–160.
Goodwin C & Gremler DD (1996) Friendship Over the Counter: How Social Aspects of Service Influence Consumer Service Loyalty. Journal of Services Marketing, January 1: 26–42.
Gursoy D, Raine (Ruiying) Cai, & Anaya GJ (2017) Developing a typology of disruptive customer behaviors. International Journal of Contemporary Hospitality Management, 29(9): 2341–2360.
Grönroos C (2000) Service Management and Marketing — A Customer Relationship Management Approach. New York: John Wiley & Sons Ltd.
Harari O (1996) To Hell and Back. Management Review 85(7): 35.
Harris LC & Daunt K (2013) Managing customer misbehavior: Challenges and strategies. The Journal of Services Marketing 27(4): 281–293.
Heiskanen M (2004) Fr Työpaikkaväkivalta Suomessa. Teoksessa Reino Sirén & Päivi Honkatukia (eds.): Suomalaiset väkivallan uhreina. Tuloksia 1980–2003 kansallisista uhrihaastattelututkimuksista. Oikeuspoliittisen tutkimuslaitoksen julkaisuja 216, (Available in Finnish only).
Hye JK, Pederson S, & Baldwin M (2012) Improving User Satisfaction Via a Case-Enhanced E-learning Environment. Education + Training 54(2/3): 204–218.
Johnson RR (2004) Citizen Expectations of Police Traffic Stop Behavior. Policing: An International Journal of Police Strategies & Management 2(27): 487–497.
Kindström D, Kowalkowski C, & Alejandro TB (2015) Adding Services to Product-Based Portfolios — An Exploration of the Implications for the Sales Function. Journal of Service Management 26(3): 34–62.
Kokko T & Moilanen T (1997) Personalization of Services as a Tool for More Developed Buyer-Seller Interactions. International Journal of Hospitality Management 16(3): 297–304.
Kokko T & Mäki M (2009) The Verbal Judo Approach in Demanding Customer Encounters. Services Marketing Quarterly 30: 212–233.
Lucia AD & Lepsinger R (1999) The Art and Science of Competency Models: Pinpointing Critical Success Factors in Organizations. San Francisco, CA: Jossey-Bass Pfeiffer.
Lusch RF, Vargo SL, & O’Brien M (2007) Competing through Service: Insights from Service-Dominant Logic. Journal of Retailing 83(1): 5–18.
Miles MB & Huberman AM (1994) Qualitative Data Analysis, 2nd Edition. Thousand Oaks, CA: Sage Publications.
Mäki M & Kokko T (2012) Customer Participation in Retail — Focus on Automated Services. Journal of Business and Retail Management Research 7(1): 22–41.
Mäki M & Kokko T (2013) Front-line Service Personnel’s Stress-Level in Demanding Customer Encounters. Journal of Business and Economics 4(4): 249–255.
Mäki M & Kokko T (2017) The Use of Mobile Applications in Shopping: A Focus on Customer Experience. International Journal of E-Services and Mobile Applications 9(2): 59–73.
Radcliffe LS (2013) Qualitative diaries: Uncovering the complexities of work-life decision-making. Qualitative Research in Organizations and Management 8(2): 163–180.
Reynolds KL & Harris CL (2006) Deviant Customer Behaviour: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14: 95–111.
Sawang S, Newton C, & Jamieson K (2013) Increasing Learners’ Satisfaction/Intention to Adopt More E-learning. Education + Training 55(1): 83–105.
Swartz T (2000) Service Management: The New Paradigm in Retailing. Springer Science. London, UK.
VanSickle J & Schaumleffel NA (2016) Developing Recreation, Leisure, and Sport Professional Competencies through Practitioner/Academic Service Engagement Partnerships. Schole: A Journal of Leisure Studies and Recreation Education 2: 37–56.
Thompson GJ & Jenkins JB (1993) Verbal Judo: The Gentle Art of Persuasion. New York: Quill-William Morrow.
Turner D (1994) Redesigning the Service Organization. The Journal for Quality and Participation 17(4): 28.
Vermaas K & Wijngaert L (2005) Measuring Internet Behavior: Total Time Diary and Activity Diary as Research Methods. Journal of Information Technology Theory and Application 7(1): 32–48.
White RW (1959) Motivation Reconsidered: The Concept of Competence. Psychological Review 66: 297–333.
Zeithaml VA, Berry LL, & Parasuraman A (1996) The Behavioral Consequences of Service Quality. Journal of Marketing 60(2): 31–46.
Author information
Authors and Affiliations
Corresponding author
Additional information
Marko Mäki Lic. Sc. (Econ.) is currently working as a Principal Lecturer in marketing and service development at Haaga-Helia University of Applied Sciences in Finland. His main areas of expertise and research interests are service design, service concept and process development, and servicescape development issues in service management, digital channel, and e-commerce development. Marko Mäki has published several articles and conference papers on marketing and service management themes.
Teemu Kokko, Ph.D. (Econ.), Adjunct Professor, is the President at Haaga-Helia University of Applied Sciences. He is and ad hoc columnist for two hospitality industry magazines and a regular guest speaker at seminars and conferences. He has also been a visiting lecturer at several universities both abroad and in Finland. Mr Kokko’s major research interests relate to offering development, service design, and general business development.
Rights and permissions
About this article
Cite this article
Mäki, M., Kokko, T. Digital Tools in Service Competence Development — Case: Learning Verbal Judo Digitally. J Serv Sci Res 11, 69–91 (2019). https://doi.org/10.1007/s12927-019-0004-7
Received:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s12927-019-0004-7