EXPRESS: Spotlight Personnel: How Hiring and Turnover Drive Service Performance versus Demand

Eckert, C; van Heerde, HJ; Wetzel, HA; Hattula, S

EXPRESS: Spotlight Personnel: How Hiring and Turnover Drive Service Performance versus Demand

Eckert, C

van Heerde, HJ Wetzel, HA Hattula, S

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Publisher:: SAGE Publications
Publication Type:: Journal Article
Citation:: Journal of Marketing Research, pp. 002224372110680-002224372110680

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Field	Value	Language
dc.contributor.author	Eckert, C https://orcid.org/0000-0002-8573-6978
dc.contributor.author	van Heerde, HJ
dc.contributor.author	Wetzel, HA
dc.contributor.author	Hattula, S
dc.date.accessioned	2021-12-09T02:13:25Z
dc.date.available	2021-12-09T02:13:25Z
dc.identifier.citation	Journal of Marketing Research, pp. 002224372110680-002224372110680
dc.identifier.issn	0022-2437
dc.identifier.issn	1547-7193
dc.identifier.uri	http://hdl.handle.net/10453/152226
dc.description.abstract	<jats:p> In many sectors of the entertainment industry a few employees are in the public spotlight when performing the key service. For example, in professional team sports a team of players competes in games and in TV shows a cast of artists acts in different episodes. These employees, coined spotlight personnel, are an essential but expensive element of ongoing service delivery. Despite their importance and cost, very little is known about how changes in spotlight personnel affect service performance and demand. To address this gap, this paper uses unique data on professional German soccer teams tracking the quantity (number of players) and quality (average transfer price) of spotlight personnel hiring (incoming transfers) and turnover (outgoing transfers), objective service performance (winning percentage) and demand (ticket sales) across four decades, utilizing both traditional and novel time series methods. The results show that service performance and demand are primarily affected by spotlight personnel hiring rather than turnover. Hiring quantity decreases service performance yet increases demand whereas hiring quality benefits both service performance and demand. The analysis further uncovers that these effects are subject to dynamic interactions and nonlinearities. Investment scenarios showcase how understanding these effects can substantially improve managerial decision making. </jats:p>
dc.language	en
dc.publisher	SAGE Publications
dc.relation.ispartof	Journal of Marketing Research
dc.relation.isbasedon	10.1177/00222437211068049
dc.rights	info:eu-repo/semantics/openAccess
dc.subject	1505 Marketing
dc.subject.classification	Marketing
dc.title	EXPRESS: Spotlight Personnel: How Hiring and Turnover Drive Service Performance versus Demand
dc.type	Journal Article
utslib.for	1505 Marketing
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Marketing Discipline
utslib.copyright.status	open_access	*
dc.date.updated	2021-12-09T02:13:23Z
pubs.publication-status	Published online

Abstract:

In many sectors of the entertainment industry a few employees are in the public spotlight when performing the key service. For example, in professional team sports a team of players competes in games and in TV shows a cast of artists acts in different episodes. These employees, coined spotlight personnel, are an essential but expensive element of ongoing service delivery. Despite their importance and cost, very little is known about how changes in spotlight personnel affect service performance and demand. To address this gap, this paper uses unique data on professional German soccer teams tracking the quantity (number of players) and quality (average transfer price) of spotlight personnel hiring (incoming transfers) and turnover (outgoing transfers), objective service performance (winning percentage) and demand (ticket sales) across four decades, utilizing both traditional and novel time series methods. The results show that service performance and demand are primarily affected by spotlight personnel hiring rather than turnover. Hiring quantity decreases service performance yet increases demand whereas hiring quality benefits both service performance and demand. The analysis further uncovers that these effects are subject to dynamic interactions and nonlinearities. Investment scenarios showcase how understanding these effects can substantially improve managerial decision making.

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http://hdl.handle.net/10453/152226