Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender

ABSTRACT

Prior research indicates that public service motivation (PSM) provides a motivational base for effective emotion regulation. This study extends this body of research by investigating how service workers in different gender groups regulate their emotions during service transactions. Analysis of survey data from public service workers in Thailand showed that ‘deep acting’ is the primary emotional labour strategy-linking PSM and customer service behaviour (CSB), whereas ‘surface acting’ does not play a mediating role. The results further revealed that PSM has a stronger association with male workers’ CSB only via deep acting. Theoretical and practical contributions are discussed.     

The impact of guilt and shame in charity advertising: The role of self-construal

Following the cognitive functional model in persuasive communication and the self-construal theory, this two-study design project examines the impact of guilt and shame in charity advertising. Study 1 was a survey that investigated the extent to which anticipatory guilt and shame operate in affecting people's purchase intention relating to a product with social causes. Study 2 was an experiment that examined the impact of guilt versus shame appeals in processing charity advertising messages. The role of self-construal was examined in both studies. Results indicated that both the anticipatory guilt and ad-induced guilt were positively connected with behavioral intentions. People with higher interdependent self-construal were more prone to charitable behaviors. The anticipatory shame was positively connected with behavioral intention, whereas the ad-induced shame was not. In addition, self-construal negatively moderated the effect of shame, such that the impact of anticipatory shame and shame arousal on behavioral intentions were more pronounced among people with higher independent self-construal.     

Attracting potential blood donors: The role of personality and social marketing

Globally, society has been facing several and growing health problems, which increased the importance of efforts towards social change. In this context, using social marketing to create and implement programs that foster behavioural change has increased in the public health community. One of the health problems that society has been facing is the unceasing need for blood products, so the subject of blood donation became an important research topic in the area of social marketing, as social marketing strategies can contribute to solving this problem. It is essential to understand the factors that motivate individuals to donate blood, to enhance the recruitment and retention of blood donors. Our study aims at evaluating the key personality factors that influence blood donation behaviour to reach a higher understanding of what concerns this global issue. The method used to analyse the data is ANOVA. We conclude that the Personality of potential donors is significantly different from the non-donors' regarding Openness to Experience and Agreeableness. These results suggest that potential donors might perceive blood donation, as well as the associated barriers, differently from non-donors. Based on our findings, we suggest some perspectives for future research in this area.     

Sustainable product attributes and firm performance: The moderating role of marketing resource intensity

This paper aims to study the performance implications of sustainable product attributes (SPA) of US manufacturing firms. Specifically, it analyzes the influence of aggregate and disaggregated SPA on firm profitability. The study further explores the moderating influence of marketing resource intensity on aggregate and disaggregated SPA and firm profitability relationships. The fixed-effect regression analysis of 433 US manufacturing firms' panel dataset reveals that aggregate and disaggregated SPA positively influence the firm profitability. The moderation analysis also confirms the positive influence of marketing resource intensity on aggregate and disaggregated SPA and firm profitability relationship. The current paper contributes to the triple-bottom-line and theory-of-the-firm literature streams by empirically studying the influence of aggregate and disaggregated SPA on firm profitability. Furthermore, this study uses the resource-based view to complement theory-of-the-firm model of SPA and empirically study the moderating role of marketing resource intensity between aggregate and disaggregated SPA and firm profitability. Finally, the findings inform the managers of the increased firm profitability by aggregate and disaggregated SPA, and the pivotal role of marketing resource intensity in strengthening the positive influence of aggregate and disaggregated SPA on US manufacturing firms' profitability.     

The relative effectiveness of gain-framed and loss-framed messages in charity advertising: Meta-analytic evidence and implications

Meta-analysis is a primary avenue for the development of cumulative knowledge and an essential step in the process theory testing. It provides a more specific quantitative understanding of a subject while correcting for sampling and measurement errors. This project is a modest first attempt to extend existing meta-analytic work on the effect of gain- versus loss-framed messages to charity advertising research. A meta-analysis of 27 studies (k = 40, N = 9,298) finds that gain-framed and loss-framed appeals do not differ significantly on persuasiveness in charity advertising. The random-effects model reveals a mean r of .002 (95% CI −0.061–0.064, p = .96) after correcting for sampling and measurement errors. A re-analysis (k = 38) excluding two outliers yielded a mean r of .03 (95% CI −0.022–.073, p = .29). Among published studies (k = 32), there was tentative indication pointing to the slight advantage of gain-framed appeals. The framing effect does not differ by which type of donation the message calls for (monetary vs. organ), nor is it affected by moderators such as study setting and population. The little difference finding echoes previous conceptual and empirical work and calls for more work identifying moderating factors and boundary conditions on framing research. Practical implications and future directions are discussed.     

Consequences of a green image of drone food delivery services: The moderating role of gender and age

Drone food delivery services play a significant role in protecting the environment, because the services are operated by batteries that can be charged with electricity. Therefore, this study tried to examine a green image in the context of drone food delivery services. More specifically, this study proposed that a green image of drone food delivery services plays an important role in the formation of attitude toward using the services. In addition, it was hypothesized that the attitude has a positive influence on behavioral intentions including intentions to use, word‐of‐mouth intentions, and willingness to pay more. Lastly, the moderating role of gender and age was proposed during the theory‐building process. A theoretical model, which included 12 hypotheses, was developed and tested using a total of 427 samples collected in Korea. The data analysis results showed that a green image of drone food delivery services has a positive influence on attitude toward using the services, which in turn positively affects three subdimensions of behavioral intentions. Furthermore, gender and age played partly as a moderator. The current paper was the first to study the green image of drone food delivery services, so the findings of this study mean a lot to the theoretical aspect.     

The presence of a feedback-seeking role model in promoting employee feedback seeking: a moderated mediation model

Abstract

Despite an increasing number of studies that show a positive relationship between the supportiveness of a feedback source and feedback seeking, little is known about the impact of supervisors’ demonstration of feedback-seeking behavior on promoting employees seeking feedback from them. In addition, although previous studies have shown that feedback seeking is an interactive process and is emotionally charged, to our knowledge, no studies have investigated the role that the source’s emotion regulation played in the feedback seeker’s seeking frequency. The present article developed a moderated mediation model to fill this void and tested it with data from a sample of 215 supervisor–subordinate dyads from China. We hypothesized and found that supervisors’ feedback seeking from subordinates were positively related to subordinates’ feedback seeking from supervisors, mediated by the perceived value and cost of the feedback seeking. The results also supported the moderating roles of supervisors’ emotion regulation in the mediation model.     

The power of coworkers in service innovation: the moderating role of social interaction

Service innovation is central to firms when explaining business success and competitiveness. However, little is known about how useful feedback and help/support from coworkers affect desirable innovation outcomes. This study draws on a conceptual model and theorizes that firms’ support of useful feedback from coworkers and coworkers’ help and support along with social interaction would achieve service innovation. In a sample of 382 employees from a large multinational firm, as hypothesized, employees with highly useful feedback and help/support from coworkers exhibited the highest level of firm service innovation. Moreover, managers can enhance this positive relationship by relying more on increased social interaction among employees for innovation performance.     

Building long-term orientation in buyer–supplier relationships: The moderating role of culture

This research investigates buyer–supplier relationships in international markets. Research and practice have shown that buyer–supplier relationships benefit when partners to the relationship exhibit a long-term orientation. The extant literature suggests that a buyer's trust of a supplier and the supplier's performance affect the buyer's long-term orientation toward the relationship. We propose that the relative effects of trust and performance on long-term orientation are moderated by culture – specifically the individualism/collectivism dimension. Hypotheses are tested on data from two individualist and two collectivist cultures, using responses from over 600 purchasing professionals in the United States, Anglophone Canada, Francophone Canada and Mexico. Taken together, empirical findings suggest that cultural differences warrant consideration in developing successful purchasing strategies.     

Integrated risk management and product innovation in China: The moderating role of board of directors

This study explored the role of the board of directors in the relationship between integrated risk management and product innovation. We focused on a board's direct involvement in risk oversight and its use of external audit in risk oversight, and examined their moderating effects on the relationship between integrated risk management and product innovation. Panel data from a survey of 1178 Chinese firms was analyzed to test the hypotheses. A board's direct involvement in risk oversight was found to negatively moderate the positive relationship between integrated risk management and product innovation success. The use of external audit in risk oversight similarly weakens the relationship. These results show how an effective board contributes to the innovation benefits associated with risk management in product innovation. They also have important implications for emerging economy firms pursuing an integrated approach to risk management in product innovation.     

Bad bosses and self-verification: The moderating role of core self-evaluations with trust in workplace management

Who responds most strongly to supervisor social undermining? Building on self-verification theory (Swann, 1983, 1987), we theorize that employees with positive views of the self (i.e., higher core self-evaluations [CSEs]) who also maintain higher trust in workplace management are more likely to experience heightened stress and turnover intentions when undermined. We argue that this subset of employees (high CSE, high trust) are more likely to feel misunderstood when undermined by their supervisor and that this lack of self-verification partially explains their stronger responses to supervisor undermining. We find initial support for the first part of our model in a study of 259 healthcare workers in the United States and replicate and extend our findings in the second study of 330 employees in the United Kingdom. Our results suggest that the employees Human Resources often wishes to attract and retain—employees with high CSE and high trust in workplace management—react most strongly to supervisor social undermining.     

The effect of human image in B2C website design: an eye-tracking study

On B2C shopping websites, effective visual designs can bring about consumers’ positive emotional experience. From this perspective, this article developed a research model to explore the impact of human image as a visual element on consumers’ online shopping emotions and subsequent attitudes towards websites. This study conducted an eye-tracking experiment to collect both eye movement data and questionnaire data to test the research model. Questionnaire data analysis showed that product pictures combined with human image induced positive emotions among participants, thus promoting their attitudes towards online shopping websites. Specifically, product pictures with human image first produced higher levels of image appeal and perceived social presence, thus stimulating higher levels of enjoyment and subsequent positive attitudes towards the websites. Moreover, a moderating effect of product type was demonstrated on the relationship between the presence of human image and the level of image appeal. Specifically, human image significantly increased the level of image appeal when integrated in entertainment product pictures while this relationship was not significant in terms of utilitarian products. Eye-tracking data analysis further supported these results and provided plausible explanations. The presence of human image significantly increased the pupil size of participants regardless of product types. For entertainment products, participants paid more attention to product pictures integrated with human image whereas for utilitarian products more attention was paid to functional information of products than to product pictures no matter whether or not integrated with human image.     

When profession trumps potential: The moderating role of professional identification in employees’ reactions to talent management

Abstract

This study aimed to investigate the role that a professionalized context plays in shaping employee reactions to talent management decisions. We examined the mediating role of felt obligation in the relationship between talent ratings and organizational citizenship behavior. Further, the study tested whether professional identification moderates the relationship between talent ratings and felt obligation towards the organization. Five hundred and ninety-eight teachers that had recently received ratings of their talent status responded to a survey questionnaire. Felt obligation mediated the relationship between talent ratings and organizational citizenship behavior. Furthermore, professional identification moderated the relationship between ratings of potential and felt obligation in such a way that the relationship was strongest for the teachers expressing the lowest professional identification. At high levels of professional identification, the relationship was not significant. These results indicate that conventional talent management might be less effective for increasing favorable attitudes and behaviors among employees in highly professionalized contexts, such as the education sector.     

Leader Emergence in Nascent Venture Teams: The Critical Roles of Individual Emotion Regulation and Team Emotions

This study advances a theory of how different aspects of emotion regulation influence individual leader emergence in the intensely emotional context of nascent venture teams. Despite the growing amount of research on the role of leadership in the entrepreneurial process, the emergence of leaders in nascent venture teams has rarely been explored. Drawing on theories and research on leadership emergence and emotion regulation, we argue that the two aspects of emotion regulation (i.e., reappraisal and suppression) exert opposite effects on the degree to which nascent venture team members come to perceive an individual as a leader. We also theorize that team emotions arising from affective events moderate the relationship between reappraisal and leader emergence in such teams. Data from 103 nascent venture teams without prior leaders show a negative relationship between individuals’ trait disposition to suppress emotions and their emergence as leaders, and a positive relationship between their trait disposition to reappraise emotions and their emergence as leaders. Moreover, we find that negative team emotions magnify the positive association between reappraisal and leader emergence, while positive team emotions mitigate it. We discuss the implications of our findings for the literature on entrepreneurial leadership, entrepreneurial emotions, and leadership in general.     

The influence of images on organizational attractiveness: comparing Chinese,Russian and US companies in Germany

In developed markets, Emerging Market Multinational Enterprises’ (EMNEs) organizational attractiveness may crucially depend on applicants’ country and corporate character images (CCIs). Applying image and signaling theory, this study compares the influence of these images on the organizational attractiveness of Chinese, Russian and US companies in Germany. Employing data from 287 German business students, findings show that applicants prefer US over Chinese and Russian companies as future employers, confirming the existence of the liability of emergingness. Moreover, findings indicate gender differences in applicants’ attraction toward EMNEs. In particular, female applicants are less attracted to EMNEs with a bad CCI than male applicants are.     

Accentuating the interconnection between business sustainability and organizational performance in the context of the circular economy: The moderating role of organizational competitiveness

Sustainability development has gained significant importance in the modern business environment. The primary objective is to conduct an explanatory and quantitative study of the impacts of the social, economic, and environmental dimensions on organizational performance, considering the moderating role of organizational competitiveness. Data were collected from Chinese, Italian, and Romanian small and medium enterprises (SMEs). The questionnaires were distributed by applying simple random sampling techniques. The study sample size consists of 320 SME employees. Hierarchical regression was used to investigate the moderating impacts of organizational competitiveness on the relationships of the social, economic, and environmental dimensions and organizational performance. The regression analysis shows a positive relationship between the study variables. Small and medium-sized enterprises are focusing more on sustainable business practices.     

Environmental strategy in the global banking industry within the varieties of capitalism approach: The moderating role of gender diversity and board members with specific skills

This research sets out to analyse environmental disclosure in the banking industry by considering the varieties of capitalism framework. This approach is concerned with the way companies interact strategically to resolve coordination issues arising from their operations, and it is supported by prior research. This is a fruitful perspective for exploring the association between country‐level factors and disclosure by firms, such as environmental reporting. This research is based on an international sample of countries operating in coordinated market economies (CMEs) and liberal market economies (LMEs). The results obtained show that financial institutions operating in CME countries are involved in more environmental matters than banks domiciled in LME countries. As regards the moderating variables, the evidence shows that women on the boards of banks in CME countries encourage the reporting of environmental information, as predicted. Nonetheless, and contrary to our expectations, members with specific skills on boards within CME cultures do not favour greater disclosure of environmental information compared with those on boards of banks operating in LME contexts.