Market orientation and customer satisfaction: Evidence from British machine tool industry

This paper examines empirically the relationship between market orientation and business performance in the context of British machine tool industry. An industry-specific market orientation scale was developed. Factor analysis revealed that there were four latent dimensions underlying the market orientation: customer orientation, competitor orientation, departmental responsiveness, and customer satisfaction orientation. Findings suggest that customer orientation and customer satisfaction orientation have a stronger impact on performance than the other dimensions, and that competitor orientation has a U-shape relationship with performance. Departmental responsiveness did not appear to be significantly related to the business performance. Managers could use the multidimensional conceptualization to develop particular kinds of orientations required for better performance.     

油田相关行业用户满意指数测评模型与方法研究

用户满意指数是一种全新的宏观经济指标和产品质量评价指标，是企业经营业绩的主要评定内容建立在用户满意指数测评模型理论基础上，借鉴国内外用户满意指数测评体系方法，结合油田的具体特点，构建出油田装备(耐用)行业、油田消耗品(非耐用)行业、第三产业的用户满意指数测评模型。模型反映出各结构变量之间以及结构变量与对应观测变量之间的相互关系：提出了用统计分析系统的含隐变量线性结构方程的协方差分析过程求解该测评模型，揭示了各结构变量之间的相互依赖程度，计算出各个结构变量的指数，最后，对油田某装备的用户满意指数测评结果进行了分析，为企业改进产品质量、提高服务质量提供了切实可行的信息     

Do monetary subjective well-being evaluations vary across space? Comparing continuous and discrete spatial heterogeneity

Using subjective well-being estimations, this study analyzes whether compensating variations vary across space using a cross-sectional data set from Chile. To achieve this goal, it describes and compares two econometric ways of modelling unobserved spatial heterogeneity. Both approaches allow compensating variations to vary across spatial units by assuming some distribution a priori. One method assumes that the spatial heterogeneity can be represented by a discrete distribution (a group of regions that share the same coefficient) and the other that the preferences can be represented by a continuous distribution (each region has a different coefficient). The results show that focusing just on the average estimates of compensating variations, as the applied studies have done so far, masks useful local variation. More empirical studies are needed to assess the advantages and disadvantages of both econometric approaches and how their results compare across a wide range of conditions and samples.     

Can employee ownership and human resource management policies clash in worker cooperatives? Lessons from a defunct cooperative

The article analyzes the interaction between employee ownership, HRM policies and practices, and HRM outcomes in what was the world's biggest industrial worker cooperative for decades, and now defunct, Fagor Electrodomésticos. Using longitudinal internal data and detailed interviews with key stakeholders, this paper sheds light on how employee ownership conditioned HRM policies. HRM outcomes—such as job satisfaction and absenteeism—are also analyzed over a long period of time. Chronic nepotism when recruiting new members, failures in the training policy, impoverished and Taylorist working systems, and reverse dominance hierarchies are analyzed as factors that increased free riding and caused low satisfaction and the disengagement of working members. This case study contributes to the literature on HRM and worker cooperatives as it provides some insights that are rarely found in that literature. It also provides guidance to worker cooperatives about increasing the fit between employee ownership and HRM policies and outcomes.     

The interactive effects of organizational and leadership career management support on job satisfaction and turnover intention

In the organizational career management literature, scholars have focused on career management policies, with little attention given to practices that can vary within organizations. And despite its recognized importance, research on the role of leaders in the career management process is also scant. In this study, we investigate the effects of career management practices (OCPs) and leadership career support (LCS) on employee attitudes. Grounded on coping theory, we propose that career support received from line managers can be particularly consequential when OCPs are lacking. We analyze the moderating effects of LCS on the relationship between OCPs and both job satisfaction and turnover intention in a sample of employees from a large Brazilian organization, applying multiple regression analyses. Results showed that OCPs and LCS are positively related to job satisfaction and that OCPs are negatively related to turnover intention. In addition, we confirmed that LCS moderates the relationship between OCPs and both job satisfaction and turnover intention. Finally, we observed that the relationship between OCPs and turnover intention is mediated by job satisfaction. Theoretical and practical implications are discussed.     

Why Do People Leave? a Study Of Nonsupervisory Restaurant Employees’ Polychronic Time Use Preference and Turnover Intention

ABSTRACT

The purpose of the study was to present a comprehensive view on the associations among polychronicity, job satisfaction, work engagement, and turnover intention within a restaurant context. Using a sample of 252 servers in full-service restaurants, structural equation modeling results found that polychronicity positively linked with job satisfaction, work engagement, and turnover intention. An indirect effect from polychronicity to job satisfaction to turnover intention was found. Results can assist restaurant managers in selecting candidates that best fit their organization. It will also assist employees in determining which career path best matches their personality traits.     

Effects of time pressure,type of shopping,and store attributes on consumers’ satisfaction with grocery shopping

The aim of this study is to investigate whether satisfaction with grocery stores is affected by type of grocery shopping in conjunction with time pressure, and which attributes are important for satisfaction. Fictitious grocery stores are constructed according to a fractional factorial design by varying access, price level, supply quality/range, and service quality. In an Internet survey, 1023 Swedish consumers rated satisfaction with major vs. fill-in shopping imagining they were under high or low time pressure. The results showed that satisfaction is higher for fill-in shopping than major shopping, that time pressure has no effect on satisfaction, and that price level, service quality, and product quality/range are more important for satisfaction with major shopping, whereas access is more important for satisfaction with fill-in shopping. It is also found that the importance of attributes for satisfaction depends on type of shopping more than on individual characteristics.     

Schema strength,processing opportunity,and the rewarding nature of incongruity resolution in advertising

Extant literature calls for more research to identify the boundary conditions as well as the process underlying the effects of ad messages that violate specific brand beliefs. This paper examines different levels of ad–brand incongruity, considering brand schema strength and processing opportunity as factors that influence the perception and the resolution of incongruity. Moreover, it provides empirical evidence for the process mediating attitudinal responses to ad–brand incongruity. Experiment 1 shows superiority for moderately incongruent ads over congruent and extremely incongruent ads which is eliminated when participants have a weak, as opposed to a strong, brand schema. Experiment 2 replicates the nonmonotonic pattern for strong, real brands but further shows that low processing opportunity favors congruent ads. Mediation analysis reveals that the psychological satisfaction experienced during the ad interpretation process has an asymmetric mediating effect, such that moderate levels of ad–brand incongruity generate highest levels of satisfaction which then leads to more positive responses.     

水库库区运营管理政策满意度的空间异质性分析

针对水库库区政策体系因自然资源禀赋差异性导致的政策满意度异质问题,引入顾客满意度理论,基于结构方程模型,构建了异质资源禀赋下库区居民政策感知的结构方程模型,揭示水库库区政策满意度空间分异特征,提出异质资源禀赋下水库库区政策制定的对策建议。并以浯溪口水库为例,应用本文研究框架,探究库区居民政策感知偏好的空间分异特征。     

The influence of restaurant co-workers’ perceived warmth and competence on employees’ turnover intentions: The mediating role of job attitudes

The current study examines the influence of co-workers’ perceived warmth and competence on employees’ job satisfaction, organizational commitment, and turnover intentions in a casual dining restaurant setting. The warmth and competence dimensions represent two fundamental social dimensions that people often use to evaluate other individuals or groups. The current findings determined that co-workers’ perceived warmth and competence had significant effects on employees’ job satisfaction, which in turn improved their organizational commitment.Furthermore, job satisfaction and organizational commitment mediated the relationships between co-workers’ perceived warmth and competence and employees’ turnover intentions. Theoretical and managerial implications are discussed.