Employee Adaptive Behavior in Service Enactments

• This article explores causal patterns for adaptive behavior in service enactments.
• An fsQCA shows three equifinal configurations that can explain adaptive behavior.
• The results demonstrate equifinality and causal asymmetry.
• Employees’ work enjoyment and competence are critical for adaptive behavior.

This study deepens understanding of the causal patterns of factors stimulating employees to perform adaptive behaviors in service encounter situations. Drawing on motivation literature and configuration theory, this study develops and tests research propositions based on a sample of 228 employees from the insurance industry. Findings from fuzzy-set qualitative comparative analysis indicate three configurations of employee personal characteristics and work perceptions explain employee adaptive behavior. This article contributes to the literature by providing new insights into the causal pattern of factors stimulating customization approaches in service situations. Based on these findings, this article discusses implications for service management.