The interplay of salesperson’s job performance and satisfaction in the financial services industry

Research has not yet provided conclusive confirmation or disconfirmation of any model that discusses the relationship between job satisfaction (JS) and job performance (JP). This article reviews the relationship in the financial services industry setting and examines in line with the precedents (perceived organizational support, role ambiguity, role conflict (RC), work-family conflict (WFC), emotional exhaustion (EE)) and the consequences (organizational commitment). Findings suggest that, in the financial services industry, JP causes JS and has a positive effect on organizational commitment. This study also finds that WFC serves as an antecedent to RC, EE and JS. Most importantly, the finding that WFC is significantly related to RC is new and thus needs to be confirmed in different industry settings.     

Accountants' job satisfaction: A path analysis

This study analyzes job satisfaction and some of its correlates among Canadian chartered accounts (CAs). It focuses on the formulation and examination of influence paths between professional commitment, work need deprivation, organizational commitment, job satisfaction and intention to leave the organization (migrate). The empirical model with respect to the total sample mostly replicated the theoretical one. Migration tendencies of partners and sole practitioners in public practice were found unrelated to their job satisfaction and organizational commitment. Such tendencies of CAs in industry and government as well as those of employees in CA firms were related to their organizational commitment only. Professional commitment of CAs in nonprofessional organizations was found unrelated to the study variables.     

Addressing Financial Inclusion Challenges in Rural Areas from the Financial Services Marketing Employee Emotional Labor Dimension: Evidence from Nigeria

Financial authorities basically regard low financial literacy rate and poor information and communication technology as the major challenges facing financial inclusion drive, particularly among rural dwellers in Nigeria. No study has assessed the cause of low financial inclusion from the financial services marketers’ emotional labor perspective. This quantitative study attempted to close this gap by exploring how emotional labor variables relate to financial services sales performance and job satisfaction among bank marketers. Primary data were collected from 417 bank marketers operating in Edo and Delta States. Partial least squares structural equation modeling was used to test the formulated hypotheses. The outcomes show that surface acting has a significant negative effect on financial service sales outcomes and job satisfaction, while deep acting was found to have a significant positive effect on financial service sales outcomes and job satisfaction among bank marketers.

     

Fairness in performance evaluation and its behavioural consequences

A recent paper in Accounting and Business Research by Lau et al. (2008) offers systematic evidence to explain whether managers’ perceptions on fairness of performance evaluation procedures affect attitudes such as job satisfaction; and if it does, the different behavioural processes involved. Our paper re‐examines Lau et al.’s model and hypotheses to assess the external validity of their findings, based on a very different sample of managers. Drawing on recent organisational justice literature, it further develops the model and examines the potential interaction effects of fairness of performance evaluation procedures and other variables on job satisfaction. Finally, it extends the outcome variable to include manager performance. Using survey responses from 165 managers, supported by 24 interviews, drawn from three major organisations in the manufacturing and financial services sectors, we find that Lau et al.’s results on the indirect effects of fairness of performance evaluation procedures on job satisfaction are generalisable to other organisational settings and managerial levels. However, using their model we do not find support for the outcome‐based effects through distributive fairness. Developing a revised model we observe that the effects of distributive fairness on job satisfaction are indirect via organisational commitment. When the model is further developed to incorporate performance as the outcome variable, we observe similar findings.     

The Impact of Position Difference on Employees’ Organizational Commitment After the Merger of Life Insurance Companies

We investigate the impacts of job position and survey time period on employee’s organizational commitment of insurance company after the merger. Our results show that both job position and survey time period are significant determinants to employee’s organizational commitment. Results also show that there is no interaction effect between survey time period and job position. For each year, during the survey time period, the mean of organization commitment of agent employees is significantly higher than staff employees. The mean difference of organizational commitment between agent and staff employees shrank year by year during the survey time period.     

The Effect of the Introduction of GST on Accountants' Job Satisfaction and Burnout

The introduction of the goods and services tax in Australia saw a fundamental shift in the working conditions and type of work performed by public accounting practitioners. This paper explores the impact of the introduction of GST on working conditions, job satisfaction and burnout, using data from a survey of 71 public accountants. The study finds that the introduction of the GST has caused accountants' burnout levels to increase while job satisfaction remains unchanged. An unexpected finding is that accountants' propensity to leave the profession has dramatically increased as a result of the introduction of the GST     

The role of inclusive work environment practices in promoting LGBT employee job satisfaction and commitment

ABSTRACT

One of the most enduring issues facing public administration and public policy is discrimination against and exclusion of lesbian, gay, bisexual, and transgender (LGBT) employees in the public workplace. Research on how inclusion management influences LGBT public servants’ work outcomes is limited. The US Office of Personnel Management (OPM) synthesized a construct of integrated inclusive work environment consisting of five practices thought to be important for public employee work outcomes. Social exchange theory is used in this paper to theorize about the effects of these different inclusive work environment practices on LGBT employee job satisfaction and organizational (affective) commitment. An inclusive work environment approach was found to have a positive effect on LGBT employee job satisfaction and affective commitment in federal government staff in the USA. However, individual inclusive work environment practices varied in their effects on LGBT employee job satisfaction and affective commitment.     

Behavioral effects of fairness in performance measurement and evaluation systems: Empirical evidence from France

The measurement and evaluation of employee performance are crucial aspects of the management accounting system because of their effects on employee motivation. It is therefore important for management accountants to understand how such effects occur. Fairness may be a key explanatory factor. This study proposes that the effects of the fairness of employee performance measurement and evaluation procedures on employee job satisfaction and organizational commitment are indirect. The results, based on a sample of 60 French managers, support these expectations. For the relationship between procedural fairness and job satisfaction, the effects are indirect through trust and fairness of outcomes. For the relationship between procedural fairness and organizational commitment, the effects are indirect through fairness of outcome, trust and job satisfaction. The results also indicate that affective effects through trust and satisfaction are substantially stronger than that through fairness of outcome. Fair performance evaluation procedures therefore do more than the mere provision of equitable outcomes among French managers.     

Professionalism, organizational commitment and job satisfaction in an accounting organization

With growth in the number of professionals employed in organizations, concern has been expressed over potential conflict between the professionalism of these employees and their commitment to the organization. Empirical studies examining the relationships between professionalism, organizational commitment and job satisfaction have reported inconsistent results. This paper examines these variables in an organization setting involving several field offices of a “Big Eight” U.S. accounting firm. Accountants who reported high levels of professionalism also reported high levels of organizational commitment. Additionally, both professionalism and organizational commitment were strongly related to job satisfaction.     

An empirical examination of stress in public accounting

This paper presents the results of an investigation of stress in public accounting, using a national sample of certified public accountants. The relationship between a set of predictor variables (organizational stressors and work/home conflict) and a set of criterion variables (job-related tension, job dissatisfaction, and propensity to leave public accounting) was analyzed using canonical correlation analysis. Job-related tension was associated with heavy work demands; job dissatisfaction and intension to leave were associated with slow career progress, unfulfilling jobs, and unclear job objectives.     

The organizational culture of public accounting firms: evidence from Taiwanese local and US affiliated firms

This study examines the organizational cultures of public accounting firms with data from US affiliated international accounting firms in Taiwan and Taiwanese local firms. Hypotheses are tested about the impact of the national culture of the US firms on their Taiwanese affiliates, and about cultural differences across function and rank. The study extends previous research by (1) examining an oriental country whose culture is significantly different from that of the US, (2) using the Hofstede, G., Neuijen, B., Ohayv, D. D., & Sanders G. (1990). Measuring organizational cultures: a qualitative and quantitative study across twenty cases. Administrative Science Quarterly, 35, 286–316 practices-based measure of organizational culture, and (3) examining the importance of the fit between employee preferences and organizational culture in influencing organizational commitment, job satisfaction and propensity to remain with the organization. Support is found for the cultural impact and fit hypotheses. Additonally, while culture is found to be relatively homogeneous across function, differences are found across rank.     

The job satisfaction of higher level employees in large certified public accounting firms

This research study is divided into two parts. In the first part differences between audit, tax and management services (MS) specialists holding positions of Senior or higher and employed by large CPA firms are examined on three dimensions: (1) job satisfaction, (2) personal characteristics and (3) job features. Using multivariate analysis several differences between MS specialists and audit tax specialists as a combined group are detected. However, no statistically significant differences were found on the three dimensions between audit and tax specialists. The second part of the study concerned predicting the job satisfaction of audit, tax and MS specialists using personal characteristics and job features as independent variables in multiple regression. Moderate success was achieved in predicting the job satisfaction of audit and tax specialists, but predicting the level of job satisfaction of MS specialists was unsuccessful. The results of this study have policy implications for large CPA firms as well as research implications for job satisfaction researchers.     

The effect of job resourcefulness on role stress,emotional exhaustion and overall performance: A study of frontline bank employees

This article develops and tests a conceptual model that examines the effects of co-worker support and job resourcefulness on role stress, emotional exhaustion and job performance. The data obtained from frontline bank employees with a time lag of two weeks in Northern Cyprus were used to test these relationships. The results of structural equation modelling suggest that the partially mediated model seems to have a better fit than the fully mediated model. The results further suggest that job resourcefulness partially mediates the effect of co-worker support on role ambiguity and emotional exhaustion. However, there is no empirical support for job resourcefulness as a mediator of the impact of co-worker support on role conflict and job performance. The implications of the results are discussed and their future research directions are offered.     

PSYCHOLOGICAL CONTRACTS AND JOB SATISFACTION: CLUSTERING ANALYSIS USING EVIDENTIAL C‐MEANS AND COMPARISON WITH OTHER TECHNIQUES

The psychological contract refers to an individual employee's belief in mutual obligations between them and their employer. Psychological contracts are a key management concern, as they can impact employees' attitudes and behaviors in ways that influence organizational efficiency and effectiveness. In this paper, we analyse the relationship between the psychological contract and facets of job satisfaction among non‐profit sector employees, using the nascent non‐hierarchical evidential c‐means (ECM) clustering technique. To date, this technique has been theoretically discussed but not widely applied. Based on the Dempster–Shafer theory of evidence, ECM is novel in facilitating the assignment of objects, not only to single clusters, but to sets of clusters, and no clusters (outliers). The paper compares the theoretical underpinnings and findings from ECM with those of three other well‐known clustering techniques, namely (1) the hierarchical Ward's method, (2) the non‐hierarchical crisp k‐means and (3) the non‐hierarchical fuzzy c‐means approaches. We present and interpret the cluster solutions from each clustering technique. We establish three clusters differentiated by the content of the employees' psychological contracts. These clusters are validated by considering their relationship with facets of job satisfaction, to ensure the clusters are theoretically meaningful. Comparisons of the findings from each technique: (1) provide insights into the relationship between the psychological contract and job satisfaction; (2) reveal what ECM encompasses, relative to other clustering techniques; (3) inform the selection of an appropriate clustering technique for a specific research problem; and (4) demonstrate potential future directions in the development of cluster analysis. Copyright © 2012 John Wiley & Sons, Ltd.     

Job satisfaction and firm leverage: Evidence from the “China’s Best Employer Award 100” winners

In this study, we examine the relationship between job satisfaction and firm leverage using a sample of Chinese listed firms. We find that in a sample of “China’s 100 Best Employers Award” winners during 2011–2017, job satisfaction is negatively associated with firm leverage. The effect is more pronounced in firms with higher distress risk and operating in human capital intensive industries. We confirm the validity of the main findings using a matched sample and a series of robustness checks. Overall, our results indicate that firms can credibly demonstrate their commitment to stakeholders and re-shape their capital structure by improving job satisfaction.     

Organizational justice and turnover in public accounting firms: a research note

This study investigates the links between organizational justice and turnover at large public accounting firms. The primary justice issue discussed in the study is the perceived fairness of decisions involving pay and promotions. Fairness is examined in terms of the consistent application of standards across individuals in the firm's decision-making. To explore these issues, a survey was distributed to three large accounting firms in a major Canadian metropolitan area. Survey results from 76 accountants suggest that fairness perceptions influence turnover intentions through the intermediaries of organizational commitment and job satisfaction.     

How to lengthen,deepen and broaden customer–firm relationships with online financial services?

This study aims to examine the influence of online relationship marketing on consolidating online customer–firm relationships. Through developing an empirical model, this research explores the links between online relationship bonds (financial, social and structural bond), online relationship satisfaction and commitment, and online relationship length, depth and breadth with the online financial services. Data from 686 online customers of a security corporation indicates that online relationship bonds influence online relationship satisfaction and commitment, except for the link between financial bond and relationship commitment. Results also identify that online relationship satisfaction influences relationship length and depth, whereas online relationship commitment has a positive impact on relationship length, depth and breadth. In sum, this study concludes that financial bond is the most important attribute in enhancing online relationship length, whereas structural bond contributes a lot to online relationship depth and breadth.     

Student satisfaction and commitment towards a blended learning finance course: A new evidence from using the investment model

The present study uses an amended version of a well-known investment model to investigate the levels of satisfaction and commitment of finance students enrolled on a blended e-learning programme. First, it presents new empirical evidence for the validity of each construct and validates the proposed investment model. Second, it examines whether students’ grade point average (GPA) scores influence their levels of satisfaction and commitment the course. A random sample of 100 undergraduate students enrolled at King Khalid University in Saudi Arabia was surveyed using both qualitative and quantitative approaches. The proposed investment model was suitable for predicting the levels of student satisfaction and commitment in a blended learning environment, especially finance courses. However, the levels of satisfaction and commitment among students did not reach the proposed cut-off point for high commitment/satisfaction, which implied that levels of student satisfaction and commitment were only in the middle of the range. Specifically, the results showed a significant negative correlation between the level of satisfaction and GPA score, but a significant positive correlation between student commitment and GPA score. The study also highlights areas in which further research and analysis is recommended.     

Cultural attributes and risk perception: the moderating role of different types of research and development

Drawing on the grid–group culture theory, this study examines hypotheses to explain how the cultural attributes of an organization influence professionals’ perceptions of risk in the context of research and development (R&D) activities. Specifically, we explore whether two dimensions of cultural attributes – the grid dimension and the group dimension – affect organizational commitment and risk perception. We also investigate whether the impact of the cultural attributes on risk perception is mediated by organizational commitment and whether different types of R&D activities – applied research and developmental research – serve as a moderating variable on the relationships among cultural attributes, organizational commitment, and risk perception. The partial least squares method was used to analyze data collected from full-time senior researchers with over five years of experience at a large technology institute. Our findings indicate that cultural attributes influence the risk perception of R&D professionals through the mediating function of organizational commitment. Further, we found that different types of R&D activities have moderating effects on the relationship between organizational commitment and risk perception.     

An examination of professional commitment in public accounting

This study analyzes the professional commitment of Canadian Chartered Accountants who are partners, managers (supervisors) and other staff CAs in public practice. This commitment is examined in relation to organizational commitment, professional-organizational conflict, satisfaction with income and organizational level. The commitment to organization is shown to be the most powerful predictor of CAs' professional commitment in all organizational levels. At the same time, professional-organizational conflict has a negative impact on professional commitment, and satisfaction with income has a positive influence on such a commitment.