How Collective Engagement Creates Competitive Advantage for Organizations: A Business-Level Model of Shared Vision,Competitive Intensity,and Service Performance

We argue that collective engagement can serve as a unique value-creation capacity at the business level by linking shared vision and service performance. We also propose that competitive intensity will be a market indicator by which management can enhance the effect of shared vision on collective engagement, and indirectly strengthen service performance (through collective engagement). Furthermore, we argue that this distinctive value-creation capability, embedded in collective engagement, generates competitive advantage; specifically, one that competing organizations will struggle to replicate. We examine our moderated-mediation model by using a three-time-point method derived from five different sources in 198 retail-service branches. Our findings indicate that collective engagement, fueled by shared organizational vision, improves service performance. Furthermore, as this conditional indirect effect of shared vision on service quality and customer satisfaction was solely generated through collective engagement rather than other mechanisms (i.e., commitment and involvement), it creates a competitive advantage for engagement-oriented organizations.     

The Price of Options Illiquidity

The purpose of this paper is to examine the effect of illiquidity on the value of currency options. We use a unique dataset that allows us to explore this issue in special circumstances where options are issued by a central bank and are not traded prior to maturity. The value of these options is compared to similar options traded on the exchange. We find that the nontradable options are priced about 21 percent less than the exchange-traded options. This gap cannot be arbitraged away due to transactions costs and the risk that the exchange rate will change during the bidding process.     

Is good character good enough? The effects of situational variables on the relationship between integrity and counterproductive work behaviors

The literature on integrity testing in personnel selection has reported impressive validities for predicting counterproductive work behaviors (CWB), but has seldom taken into consideration the possible influences of situational variables once job applicants are hired. This study examined the main effects and interaction effects of two situational variables, employee engagement and security control norms, on the relationship between integrity and CWB admissions. Based on data collected from a census sample of job incumbents from a large international retail company, all three variables were found to be moderately related to CWB, incrementally valid when aggregated, and together led to a lower rate of false positives than that yielded by integrity alone. In addition, employee engagement and security control norms each moderated the relationship between integrity and CWB when integrity was low, but did not influence CWB when integrity was high. The implications of these findings on personnel selection methods are discussed.     

Factors influencing clothing interest and purchase intention: a study of Generation Y consumers in Malaysia*

The purpose of this study is to examine the factors influencing clothing interest among Generation Y consumers in Malaysia. Brand image, word of mouth (WOM), self-concept, perceived quality, and need for uniqueness were hypothesized to be related with clothing interest, which in turn, was deemed to be related with purchase intention. The interaction effect of price consciousness on the relationship between clothing interest and purchase intention was also examined in this study. Self-administered questionnaires were used to collect data from a total of 300 respondents from Malaysia to test the hypothesized relationships. Results showed that need for uniqueness, self-concept, brand image, WOM, and perceived quality are significant predictors of clothing interest among the Generation Y consumers in Malaysia and price consciousness moderated the relationship between their clothing interests and purchase intention. The practical implications of the research findings were discussed.     

Sources of airline productivity from carbon emissions: an analysis of operational performance under good and bad outputs

This study incorporates carbon dioxide emissions in productivity measurement in the airline industry and examines the determinants of productivity change. For this purpose a two-stage analysis under joint production of good and bad outputs is employed to compare the operational performance of airlines. In the first stage, productivity index are derived using the Luenberger productivity indicator. In the second stage, productivity change scores derived therefrom are regressed using the random-effects Generalized Least Squares to quantify determinants of productivity change. The paper finds low cost carriers and average number of hours flown per aircraft having a positive impact on productivity under joint production model while demand variable negatively impacts on productivity under market model.     

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

ABSTRACT

As the number of tourists continues to grow globally, the hospitality industry players inevitably face more challenges. High competition among the competitors and the emergence of new technologies such as online booking platforms make the competition more intense among players in the hospitality sector. The quality of services provided is undoubtedly crucial to the success of the hotel. Hence, any service failure has to be addressed appropriately in order to maintain a high level of customer satisfaction and to keep the image of the hotel intact. It is therefore vital that service recovery programs are carefully planned to meet various types of service failures which may inevitably occur. In this study, questionnaires were distributed to customers who had experienced service failures. The aim was to investigate the influence of service quality and service recovery on satisfaction and, ultimately, the effect on customer loyalty. The research also tested the mediating effect of corporate image between the relationship of customer satisfaction and customer loyalty. The findings showed that both service recovery and service quality had a significant impact on customer satisfaction. Similarly, it was found that customer satisfaction induced customer loyalty towards the hotel operator. The result also showed that corporate image mediated partially between the relationship of customer satisfaction and customer loyalty.     

Relational Psychoanalytic Perspective on the Negotiation Dialogue: Using the Rorschach Inkblot Method for Assessing Integrative Complexity

Negotiation theory encompasses a broad range of phenomena and makes use of a variety of perspectives. Applications of theoretical constructs referring to different realms of personality functioning (e.g., cognitive, affective, interpersonal) for understanding negotiators’ decision making have become quite common in the field. Nevertheless, the methodology used for personality assessment still needs to be broadened so as to encompass a variety of assessment tools that can be used for obtaining a more comprehensive view on negotiators’ personality functioning in relation to task performance. In line with two previous studies, published in Group Decision and Negotiation (Tibon in Group Decis Negot 9(1):1–15, 2000, Group Decis Negot 17(6):541–552, 2008) we suggest using the Rorschach Inkblot Method to extend our understanding of mental functioning within the context of negotiators’ decision making.     

The nature of employee engagement: rethinking the employee–organization relationship

Research interest in the new concept of employee engagement has grown dramatically in recent years. Employee engagement represents a work-related state of mind characterized by feelings of vigor, fulfillment, enthusiasm, absorption and dedication. However, scholars are still ambivalent about its theoretical contribution to explaining the employee–organization relationship. The goal of the study is to strengthen the theoretical foundation of the employee engagement concept in light of this relationship. We first compared employee engagement to other close concepts such as psychological empowerment and psychological contract. We then examined its contribution to the explanation of work centrality over and above psychological empowerment and psychological contract. Our study is based on an interactive sample of 593 employees from both private and public organizations in Israel. Our findings demonstrate that employee engagement is distinct from psychological empowerment and psychological contract and has an incremental value for work centrality over and above psychological empowerment and psychological contract. Implications of our findings are discussed the light of the employee–organization relationship.