Unit-level linkages between employee commitment to the organization,customer service delivery and customer satisfaction

Service profit chain and service climate research identifies the importance of employee attitudes and employee service behavior as mediating between organizational practices and customer satisfaction. While the importance of employee attitudes and customer service performance are acknowledged, there are calls to more precisely specify proximal mediators between employee attitudes and customer satisfaction. We propose a model in which the relationship between unit-level organizational commitment and customer attitudes is not direct but mediated via employees' customer service delivery including queuing time, serving time and service quality. We conducted a longitudinal unit-level analysis (N = 39) aggregating employee (N over 893) organizational commitment and customer (N over 1248) satisfaction data, and customer service behavior drawn from organizational records. Our model received reasonable support from basic tests of the predictive associations between unit-level organizational commitment, customer-relevant employee behaviors and customer satisfaction; however, organizational commitment was not found to be an important predictor in more rigorous change analyses. The findings as a whole therefore suggest that organizational commitment is a feature of units delivering fast, quality service, but its causal role is as yet unclear.     

Organizational Justice and Individuals' Withdrawal: Unlocking the Influence of Emotional Exhaustion

This study examined the relationships between organizational justice and withdrawal outcomes and whether emotional exhaustion was a mediator of these linkages. Data were obtained from 869 military personnel and civil servants; using structural equation modelling techniques, we examined an integrative model that combines justice and stress research. Our findings suggest that individuals' justice perceptions are related to their psychological health. As predicted, emotional exhaustion mediated the linkages between distributive and interpersonal (but not procedural and informational) justice and individuals' withdrawal reactions. Results showed that distributive and interpersonal justice negatively related to emotional exhaustion and emotional exhaustion negatively related to organizational commitment which, in turn, negatively influenced turnover intentions. These findings were observed even when controlling for the presence of contingent‐reward behaviours provided by supervisors and individuals' psychological empowerment.     

Predictors of organizational commitment in India: strategic HR roles,organizational learning capability and psychological empowerment

Employee commitment continues to be one of the most exciting issues for both practitioners and academicians. Linkages in literature are found for HRM Practices, but there is a lacuna of research linking organizational commitment and strategic HR roles, psychological empowerment as well as organizational learning capability. The current study examines these linkages. Whether these variables predict organizational commitment in Indian managers or not, is also investigated. The sample size of the study comprises of 640 Indian managers. Bivariate and multivariate analysis confirms the hypotheses drawn from the literature. The paper discusses the theoretical and practical implications of the findings.     

The role of organizational culture in the relationship between leadership and organizational commitment: an empirical study in a Greek organization

The aim of this paper is to explore the nature of relationships between organizational culture and leadership behaviours in affecting employees' commitment to their work organization. Building on organizational commitment literature, this study used a survey methodology. Empirical evidence was obtained from 300 employees working in a large Greek service company. The analyses indicated that the culture orientations examined served as mediators in the relationship between leader behaviour and followers' affective and normative commitment to the organization. The findings also indicated that continuance commitment is a two-dimensional construct; the ‘personal sacrifices’ dimension was found to be related to organizational culture and transactional contingent reward. This research paper has key messages for practitioners contributing to the fields of commitment, organizational culture, leadership and human resource management.     

Refashioning Organizational Boundaries: Outsourcing Customer Service Work*

abstract In recent years there has been a discernible trend towards the outsourcing and subcontracting of work. However, there has been very little empirical research on employees' attitudes to work in outsourced firms. This study is conducted in the area of call centre services where there has been a substantial growth in the provision of external market suppliers. It examines employees' perceptions of their work and employment arrangements in both an in‐house producer and an external service provider and identifies and compares the factors that shape their organizational commitment and intentions to quit. The research found that the character of the internal labour market and the nature of the work regime were more important explanations of organizational commitment and intentions to quit in the external market supplier than in the in‐house producer. The paper discusses the implications of these findings for the quality of customer service provided under subcontracting arrangements.     

Organisationales Commitment und seine Einflussfaktoren: Eine qualitative Metaanalyse

It is a result from increasing individualism and the ongoing deregulation of formal and psychological work contracts that organizational commitment has become one of the key concepts in management research and practice. There is growing empirical research not only on the effects of commitment on organizational performance, but also on its personal, organizational and contextual antecedents. In this literature review the state of the art in commitment-related research is presented and discussed. We refer to the grounding work of Meyer and Allen (1991) and their distinction between affective, normative, and continuance commitment. The paper is based on three meta-analyses and an additional systematic review of 61 empirical studies. They provide evidence for the fact that there is a shift from demographic to differential personality factors in research. Affective commitment and normative commitment can be explained by individual differences (e.g., self-efficacy and trustfulness), work environment (e.g., transformational leadership and controllability), and organisational characteristics (e.g., supporting human resources policy and interpersonal, distributive, and procedural justice). Continuance commitment has been found negatively correlated with affective and normative commitment. Significant antecedents are the same work-related factors as for the two other forms of commitment, but the coefficients are inverse. Contrary to former results, national culture has no effect neither on the link between other antecedents and commitment, nor on commitment itself.     

What is the joint effect of employee satisfaction and customer orientation on the organizational culture in metalworking manufacturing?

It is a known fact that culture is an important element for the organizations. In this context, a research has been carried out in which the main subject is about to investigate the organizational culture depending on the factors of employee satisfaction and customer orientation in metalworking manufacturing firms. To perform the study, we constructed an original model and conducted research with 578 employees of metalworking organizations. After the data analysis, we determined that organizational culture has positive-significant correlation with employee satisfaction and customer orientation (at the 0.000 level). Additionally, the total explained variance of organizational culture – depending on employee satisfaction and customer orientation – has come out as a satisfying value (0.53). According to the results of our research, we are able to conclude that employee satisfaction and customer orientation has a mid-level effect on creating a substantial organizational culture.     

Residual affective commitment to organizations: Concept,causes and consequences

Research on affective organizational commitment has largely been conceptually restricted by the temporal boundaries of organizational membership, while only few authors have addressed how individuals may commit to an organization before becoming members. Given that individual careers increasingly span across a greater number of organizations, this restriction limits our ability to capture how employees experience their workplaces throughout their careers. Addressing this gap, this article contributes to the literature on affective commitment by arguing that individuals may remain affectively committed to an organization after having left it. We extend the temporal structure of affective commitment beyond separation by introducing the concept of residual affective commitment, and present a model of how such commitment is formed. We elucidate the interplay between residual and current affective commitment, complementing research on organizational newcomers. Finally, we open up new avenues for research by discussing theoretical consequences of the introduction of residual commitment.     

人-组织匹配与员工个体绩效关系的实证研究

以澳门安保行业为样本,实证检验了人-组织匹配与员工个体绩效之间的关系,研究结果表明：人-组织匹配对员工个体绩效具有显著的正向影响,价值观匹配、需求-供给匹配和要求能力匹配对关联绩效具有显著的正向影响,要求-能力匹配对任务绩效有显著影响;人-组织匹配及其各个维度均对组织承诺及其各个维度具有显著的正向影响;组织承诺在人-组织匹配与员工个体绩效之间起到部分中介作用;组织承诺对员工个体绩效具有显著的正向影响,情感承诺对关联绩效和任务绩效均有显著的正向影响;心理资本越高,组织承诺对员工个体绩效的影响越小,反之,影响越大。     

组织文化、上下级沟通及组织承诺的相互关系探究

组织文化、上下级沟通、组织承诺都是近年来组织领域研究的热点问题,已有的研究表明,领导与成员关系、组织文化对组织承诺都有影响,但探讨三者关系的研究较为罕见。本研究通过对企业员工的访谈和问卷调查,揭示了上下级沟通、组织文化、组织承诺的相互关系。研究发现：参与性的组织文化对上下级沟通、组织承诺均有显著影响;组织文化对组织承诺的影响也可以通过上下级沟通来实现;上下级沟通是组织文化和组织承诺的中介变量。     

面向组织客户的客户价值评价体系设计

客户根据其是否具有组织特性而分为个人客户和组织客户,组织客户对于一个企业的重要性和战略意义越来越不容忽视。而目前关于客户价值评价方法的研究没有明确其对象,由于个人客户与组织客户在许多方面存在较大差异,因此本文将针对组织客户提出客户价值评价方法,将在前人研究的基础上从直接价值和间接价值两个角度给出组织客户价值评价体系,并通过专家访谈修正该体系,主要从组织自身和其所在网络两个角度进行分析,丰富和完善组织客户间接价值评价维度。     

Normative commitment in the workplace: A theoretical analysis and re-conceptualization

Among the components of the Meyer and Allen's [Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resource Management Review, 1, 64?89] three-component model of organizational commitment, normative commitment (NC) has received the least attention. It is sometimes dismissed as a redundant construct that bears many similarities to affective commitment and does not explain work behaviors beyond other components. In this review, we seek to re-establish the theoretical and practical significance of NC. We argue that NC has a dual nature and that it manifests itself differently depending on the strength of other components in an employee's commitment profile. NC can be experienced either as a moral duty or a sense of indebtedness, each having different implications for work behavior. Drawing on theories of perceived organizational support, motivation, psychological contracts, leadership, and culture, the paper justifies the distinction between two “faces” of NC, delineates organizational factors that could promote a more positive interpretation of NC, and proposes an agenda for future research.     

The influence of strategic HRM and sector on perceived performance in health services organizations

In this study, we examine a variety of management characteristics of for-profit and not-for-profit organizations in the health services (HS) industry. Data collected from Australian senior executives are used to test the relationships between managerial constructs such as employee commitment, customer demandingness, strategic HRM orientation and the adoption of human capital-enhancing human resource (HR) practices and perceived overall performance. Data analysis conducted using the Partial Least Square Modeling show a statistically significant path from commitment to employees, customer demandingness and strategic HRM orientation to the adoption of human capital-enhancing HR practices (such as selective staffing, comprehensive training, and performance appraisal) to perceived organizational performance. The results also show that private sector health service organizations have a higher level of perceived performance.     

High commitment HRM and organizational and occupational turnover intentions: the role of organizational and occupational commitment

Using data from 41 managers and 143 chefs from 41 Indonesian restaurants, we examined whether High Commitment Human Resource Management (HCHRM) is negatively related to chefs’ organizational (ORTI) and occupational turnover intentions (OCTI). In addition, we examined whether organizational commitment (ORC) mediates the HCHRM–ORTI relationship and occupational commitment (OCC) moderates the HCHRM–OCTI relationship. Results from hierarchical level modeling analyses (chefs nested in restaurants) showed that HCHRM is negatively related to both chefs’ ORTI and OCTI. In addition ORC mediates the HCHRM–ORTI relationship, and OCC moderates HCHRM–OCTI relationship. These results have important implications in terms of the unique role the two foci of commitment play in the HCHRM–ORTI and OCTI linkages.     

Discretionary and transactional human resource practices and employee outcomes: The role of perceived organizational support

Utilizing perceived organizational support (POS) as the mechanism linking HR practices to employee behaviors in the workplace, we examine a broad set of HR practices in order to understand the relative importance of each HR practice (i.e., those that explain incremental variance over other practices) in influencing employee behaviors. We differentiate between discretionary and transactional HR practices to test the discretionary investment requisite of POS theory. The results show that of the eight discretionary practices, only participation and decision making directly influenced the extra‐role behaviors that employees exhibit, and only training and development directly impacted the customer‐oriented behaviors. Furthermore, one of the transactional HR practices was found to have a direct effect on organizational citizenship behavior. Our findings indicate that the performance management process, promotional opportunities, participation, and involvement in decision making affect how employees behave toward the customer and the extra‐role behaviors they exhibit. Furthermore, this occurs through the view employees develop of the organization as a place to work. That is, these four HR practices demonstrate to employees that they are valued, and, in turn, this feeling of being appreciated impacts their commitment to delivering high‐quality service to the customer and going beyond their job responsibilities. Implications for research and practice are discussed. © 2012 Wiley Periodicals, Inc.     

How High‐Commitment HRM Relates to Engagement and Commitment: The Moderating Role of Task Proficiency

In a multisource field study, we examine the relationship between employee perceptions of high‐commitment human resource management (HRM), task proficiency, work engagement, and organizational commitment. Based on conservation of resources (COR) theory, we first propose that work engagement mediates the relationship between high‐commitment HRM and organizational commitment. Second, we propose a mediated moderation model in which employees’ task proficiency moderates the relationship between high‐commitment HRM and work engagement, which in turn affects organizational commitment. Results indicate that the relationship between high‐commitment HRM and organizational commitment was fully mediated by work engagement. Results also supported the mediated moderation model. A significant indirect effect was found from high‐commitment HRM to commitment via engagement for low task proficiency, but not for high task proficiency. Implications and directions for future research are discussed. © 2014 Wiley Periodicals, Inc.     

企业组织沉默对组织承诺影响的实证研究

以组织沉默作为组织承诺的前因变量、组织承诺作为组织沉默的后果变量来构建组织沉默各维度对组织承诺各维度影响的结构方程模型,在运用结构方程模型的分析方法并运用相关软件处理调查研究数据的基础上,从实证的视角检验了组织沉默各维度对组织承诺各维度的负向影响效应。     

Commitment before and after: An evaluation and reconceptualization of organizational commitment

A review of the organizational commitment literature has pointed out several advantages as well as some limitations of the approach advanced by Meyer and Allen (Meyer, P.J. and Allen, J.N. (1997). Commitment in the workplace: Theory, research, and application. Thousand Oaks, CA: Sage.). The advantages include good psychometric properties of the current scales, acceptable discriminant validity of the three dimensions, and research findings that showed the usefulness and acceptable content validity of the three-dimensional approach. Some of the limitations are limited predictive validity, conceptual ambiguity of continuance commitment, and concept redundancy between normative and affective commitment. This paper suggests a conceptualization that builds upon the strengths of the current approaches and minimizes their limitations. The proposed theory contends that organizational commitment is two-dimensional. One dimension is instrumental in nature and the second is affective. In addition, a sharp difference needs to be made between commitment propensity that develops before one's entry into the organization and commitment attitudes that develop after one's entry into the organization. The advantages of the suggested theory and its implications for the understanding of organizational commitment and future research on it are discussed.     

Understanding the Determinants of Who Gets Laid Off: Does Affective Organizational Commitment Matter?

Whereas prior research has focused on structural, demographic, and human capital factors to predict who gets laid off, the current study examines affective organizational commitment as an additional attribute related to an employee's layoff chances. Specifically, we investigate the relationship between affective organizational commitment and an individual's layoff chances, as well as whether this relationship differs between high and low performers. Event history analysis is conducted using survey data with matched personnel records from 3,057 employees across 563 Australian bank branches. After controlling for numerous predictors of layoffs, the results demonstrate that affective organizational commitment decreases the likelihood of an employee being laid off. Further, the effects of affective organizational commitment on an individual's layoff chances are greater for lower performers than higher performers. We discuss the implications of these findings for researchers and practitioners. © 2015 Wiley Periodicals, Inc.