服务公平性对顾客归属感的影响

现有文献中有关服务公平性与顾客归属感关系的实证研究极为少见。作者在酒店业进行了一次实证研究,检验服务的结果公平性、程序公平性、交往公平性与顾客归属感之间的关系。结构方程分析结果表明,三类服务公平性对顾客的情感性归属感和持续性归属感都没有显著的直接影响,却通过顾客感知的服务质量、顾客信任感、满意感,间接地影响顾客的两类归属感。具体来说,三类公平性除都通过服务质量间接影响顾客的情感性归属感,程序公平性和交往公平性还通过顾客信任感间接影响情感性归属感,而结果公平性则还通过顾客满意感间接影响顾客的情感性归属感和持续性归属感。     

工作—家庭冲突与组织承诺：工作—家庭支持的调节作用

工作—家庭支持是影响组织承诺的重要因素。既有文献认为工作—家庭冲突应与工作—家庭支持相匹配,但对＂如何匹配＂研究较少。文章分析组织支持、领导支持、情感支持和工具性支持等工作—家庭支持要素对工作—家庭冲突与组织承诺之间关系的调节作用,提出若干研究命题并构建出概念模型。研究发现,工作—家庭冲突对组织承诺有直接的负向影响,工作—家庭支持将调节工作—家庭冲突与组织承诺的关系。工作—家庭支持水平越高,工作—家庭冲突与组织承诺的负向关系越弱。工作—家庭支持水平越低,工作—家庭冲突与组织承诺的负向关系越强。组织支持、领导支持、情感支持和工具性支持都将调节工作—家庭冲突与组织承诺的关系,组织支持、领导支持、情感支持和工具性支持水平越高,工作—家庭冲突与组织承诺的负向关系越弱。组织支持、领导支持、情感支持和工具性支持水平越低,工作—家庭冲突与组织承诺的负向关系越强。     

组织支持感对经理人知识转移的影响研究——情感承诺的中介作用

文章以企业中层管理者为调查对象,探讨了组织支持感、组织承诺与知识转移之间的关系。实证分析结果发现,组织支持感对知识转移有正向影响,情感承诺与持续承诺对知识转移也有正向的影响,情感承诺在组织支持感、持续承诺和知识转移之间起着部分中介效应。     

关系管理对关系质量和顾客忠诚的影响研究

在基于顾客视角讨论关系管理是如何驱动关系质量和顾客忠诚的基础上,文章建立了一个购物网站关系管理、关系质量与顾客忠诚之间关系的结构模型.实证研究结果支持这一理论模型和大多数假设.研究结果发现:(1)关系管理的三个构面时于关系质量中的满意具有显著影响;(2)结构性结合对关系质量中的信任和承诺具有显著影响;(3)信任和承诺在关系管理与顾客忠诚度间具有中介作用效果.     

工作满意度、组织信任和组织承诺关系的实证研究

已有的文献表明,工作满意度是影响组织承诺的主要因素之一,员工的组织信任知觉与工作满意度和组织承诺之间存在显著的相关关系,但对于其作用效果和作用路径缺乏实证支持。本文以全国各地313份有效问卷为样本,通过因子分析和结构方程模型研究工作满意度、组织信任和组织承诺三者之间的关系,验证了工作满意度对组织信任、组织承诺具有显著的正向影响,提高组织信任知觉,可以增强组织承诺水平。     

工作安全感对员工情感承诺的影响机制研究

文章探讨了企业员工工作安全感对情感承诺的影响关系。运用实证研究的方法证明了工作安全感和情感承诺正相关;组织支持感在工作安全感和情感承诺之间具有部分中介作用。文章最后提出了研究结果对企业管理的启示。     

关系资本、供应链整合与创新绩效关系

通过引入供应链整合中介变量构建关系资本与创新绩效的理论模型,研究供应链上关系资本对创新绩效的作用机制,对180家制造企业进行实证调查,并运用结构方程模型方法对其进行实证检验。结果表明:关系资本的信任对承诺有显著的正向作用;信任和承诺对创新绩效均有显著的正向作用,且供应链整合在关系资本与创新绩效之间起着部分中介作用,这说明了成员间的信任与承诺对供应链资源整合起到关键作用。为此,企业要充分发挥关系资本的作用,注重供应链整合的重要性,以促进信息共享和交换,进而提高创新绩效。     

中小企业知识型员工组织承诺与工作投入关系研究

文章选取了不同地区中小型企业知识型员工为调查对象,对企业员工的组织承诺与工作投入的关系进行研究。研究结果表明:组织承诺及其各因子与工作投入各因子之间均呈现显著正相关。情感承诺和规范承诺对工作投入总体及奉献因子有正向影响;情感承诺和持续承诺对专注因子有正向影响;活力因子只有情感承诺对其产生正向作用。     

企业与顾客共创价值及其对员工组织承诺的作用研究——基于福建通海汽车俱乐部的案例分析

文章以通海汽车俱乐部为研究对象,采用案例研究方法,分析员工与顾客进行价值共创的过程及其对员工组织承诺的影响。研究结果表明:共创价值的行为主要表现为员工与顾客的互动,这种互动能够促使双方关系融洽,产生愉快的情感体验,最终促使员工组织承诺的产生。文章关于员工组织承诺影响因素研究的新思路,能够为企业开展人力资源管理实践提供新的视角和方法。     

高校教职工职业承诺与工作满意度关系分析

以湖北三峡大学教职工为例，对高校教职工的职业承诺与工作满意度之间的关系进行测量，结果发现高校教职工职业承诺与工作满意度正相关，情感承诺与规范承诺对工作满意度有显著影响，继续承诺对工作满意度影响不显著。然后对这一结果进行分析讨论，并提出两点建议。     

Intra-national variation in organizational commitment: evidence from the Chinese context

This study demonstrates how organizational commitment can differ at the sub-national level. We develop and test hypotheses based on levels of economic development and related shifts from collectivism to individualism. The data comprise 1017 retail employees drawn from two economically distinctly different parts of China. We find that organizational commitment is higher in ‘less economically developed’ regions. Affective and normative commitment (NC) negatively predicted turnover intentions, whereas continuance commitment related positively to turnover intentions. Unlike earlier findings using Western samples, this study finds the effect of NC on turnover intentions considerably stronger, suggesting that NC is more predictive of turnover intentions. As expected, our results indicate that continuance commitment is more predictive of turnover intentions in the ‘more economically developed’ regions.     

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.     

Affective commitment within the public sector: antecedents and performance outcomes between ownership types

How to generate affective commitment and realize its performance potential is deemed critical to public management. But in the context of service outsourcing, does ownership type influence its antecedents and performance outcomes? Drawing on postal survey data for English leisure providers, we find training is an antecedent across public and private ownership types; performance appraisal is an antecedent for private ownership only; while performance-related pay carries an insignificant effect. Affective commitment holds business and customer performance outcomes for public ownership, but insignificant effects are observed for external ownership types. Implications of this contextual variation for public management theory are discussed.     

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.     

New public management and organisational commitment in the public sector: testing a mediation model

This paper focuses on the attitudes of learning professionals towards New Public Management (NPM). In a survey of the UK further education sector (n = 433), NPM beliefs were found to be positively associated with both affective and normative organisational commitment. However, as expected, NPM beliefs were not found to be related to continuance organisational commitment. The results also show that although perceived organisational support mediates the relationship between NPM beliefs and affective organisational comment, it is only a partial mediator of the relationship between NPM beliefs and normative organisational commitment. The theoretical and practical implications of these findings, and potential directions for future research, are discussed.     

Talent and leadership development practices as drivers of intention to stay in Lebanese organisations: the mediating role of affective commitment

This paper examines the relationships among investment in talent and leadership development practices in Lebanese organisations and two behavioural outcomes, affective commitment and intention to stay. Affective commitment is expected to mediate the relationship between talent and leadership development practices and intention to stay. We found that both talent and leadership development practices were positively related to intention to stay and affective commitment. We also found that affective commitment partially mediated the relationship between talent development and intention to stay and fully mediated the relationship between leadership development and intention to stay. The research and practice implications of the study findings are discussed.     

Effects of personal characteristics on organizational commitment: evidence from Brazil's oil and gas industry

In 1997, Brazil's major energy company faced a loss of its monopoly as part of the country's structural reform. Many of its employees were recruited by new entrants to the oil and gas industry. In order to retain employees, the company initiated a multiyear planning process which included a redesigned human resource management model oriented to organizational commitment. This study examines the long-term influence of five employee personal characteristics (type of employment, job level, gender, education level and service time) on the affective, normative and continuance components of organizational commitment. The research was conducted in one of the company refinery and involved a questionnaire survey of all employees and interviews with senior managers. It was found that type of employment (company staff or contractor) had the greatest impact on affective and normative commitment, while service time and education level are the most significant contributors to continuance commitment. Gender and job level were found to have limited implication for commitment. The results demonstrate that the company response to structural reform had the long-term positive effect of binding employees to the organization.     

The antecedents of employee commitment to customer service: evidence from a UK

This paper provides a first attempt at conceptualizing and operationalizing the notion of commitment to customer service (CCS) as part of a broader concern to explore the determinants of key aspects of service quality and of individual-level performance in service organizations. Based on an explicitly behavioral definition of commitment to customer service, we first set out a model of the antecedents of CCS. We then test it using data from a representative sample of 717 employees of a major food-retailing organization in the UK. The results suggest that commitment to customer service is primarily a non-calculative phenomenon driven above all by affective. normative altruistic concerns, rather than by overtly instrumental considerations. Additional significant determinants of CCS were job pressure, job routinization. job competence and employees' understanding of customer service requirements. Research and policy implications of the study are discussed.     

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。