Impact of fit,involvement, and tenure on job satisfaction and turnover intention

This study examined the interactive effects of need–supplies fit, job involvement, and job tenure on service sector employees' job satisfaction and turnover intention in Turkey. Survey data collected from 252 employees who worked in three different banks and one logistics company operating in Istanbul, Turkey, confirm the three-way interaction in predicting employees' turnover intention. In particular, the effect of needs–supplies fit on turnover intention was found to be more strongly positive for longer tenured, highly involved employees. Results also reveal that while the three-way interaction does not predict job satisfaction, the two-way interaction between needs–supplies fit and job involvement is significant. Specifically, needs–supplies fit had a stronger effect on the job satisfaction of highly job-involved employees than those with lower levels of involvement. Certain implications of these results, as well as avenues for future research, are discussed.     

The Development of Tertiary Services in the Economy,Labour Market and Employment

The purpose of the present study is to examine the effects of selected antecedents on the service recovery performance of frontline employees using data from frontline bank employees in Turkey. The results of the path analysis indicate that trait competitiveness, intrinsic motivation, and role ambiguity are significant antecedents of frontline employees' service recovery performance. Results also suggest that the significant consequences of service recovery performance are job satisfaction and intention to leave. The results of the other hypothesised linkages demonstrate that intrinsic motivation, emotional exhaustion, and role ambiguity are significantly associated with frontline employees' job satisfaction. In addition, the current empirical findings provide support for the notion that role ambiguity and emotional exhaustion are significant predictors of intention to leave. Limitations of the study, managerial implications, and implications for future research are discussed.     

Part-time restaurant employee perceptions of management practices: An empirical investigation

The UK hospitality industry increasingly relies on part-time rather than full-time employees to provide more flexible and cost-effective operations with potential trade-offs for service quality. Part-time employees can be divided into two distinct groups – permanent and temporary – each with very different employment rationales. This study compares full-time and part-time employee perceptions of management practices across twelve Cardiff-based restaurants using a self-administered questionnaire. There were significant differences between full-time and part-time employees but no difference between temporary and permanent part-time employees who were equally dissatisfied with management practices, job attitudes and job behaviours. The qualitative data showed the two part-time employees' sub-groups had different needs. Despite this they were treated as a homogenous group by managers. Lack of management understanding of part-time staff impacts on how they are treated and ultimately on service quality and customer satisfaction.     

Exploring the relationship between employees’ CSR perceptions and intention to emigrate: Evidence from a developing country

This study contributes to the burgeoning research on corporate social responsibility (CSR) at the individual level of analysis, in a hitherto largely neglected developing country context. Using survey information collected from 297 employees in public and private enterprises in Kosovo, this study examines how and to what extent employees’ perceptions of their employer's CSR activities are associated with their intention to emigrate. Applying a needs-based framework, this research provides evidence that employees’ perceptions of CSR are positively related to the meaningfulness of their work and job satisfaction and negatively related to intention to emigrate. Additionally, results confirm that the association between CSR perceptions and emigration intention is mediated by the meaningfulness of work and job satisfaction. From a practical point of view, this research should encourage private and public enterprises in developing countries to enhance and extend their CSR engagement.     

Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing

Retail employees are increasingly under pressure as they are confronted with the dark side of customer behaviour: Customer deviance (NCD). Consequently, retailers face difficulties retaining employees in the job leading to workforce shortage in the industry as more and more retail workers leave their jobs. While some academic research displays the impact of NCD in retail, it leaves its effects on employees, their intentions to leave the job, including the mitigating factor of managerial support structures unexplored. Applying the job demands-resources model, this research fills this gap by investigating NCD in store-based retail, by identifying a series of employees' responses in correspondence with such behaviours and by revealing various support factors as moderators of NCD's effects on employees. Structural equation modelling of data obtained from surveying 108 retail employees in stores confirms the mediation of emotional exhaustion, affective ill-being and job (dis-)satisfaction, in the context of employees facing NCD and their leaving intention. The research raises awareness for emotional care in the form of managerial strategies targeting emotions, the supervisor's role and trust-enhancing mechanisms in retail care management, in order to attenuate NCD's negative effects on retail employees.     

Service Orientation: Its Impact on Business Performance in the Medical Service Industry

From the viewpoint of internal marketing, employees who are content in their job may be motivated to satisfy their customers better than ones who are not content. Another relevant premise is that the content employees, because of their work motivation, would eventually help improve the performance of their firm. To verify these relationships, some previous studies looked into the effects of organisational service orientation on employee's satisfaction. But only few of them investigated the mediating effects of variables such as service value and customer orientation for their role in linking service orientation to business performance. This study examines how an organisation's service orientation had an effect on its performance at hospitals. For this purpose, verification of the mediating role of service value perceived by employees as well as the role of customer orientation on the firm's performance was attempted. For this study, a total of 292 usable questionnaires were collected from hospital staffs located in metropolitan cities of Korea. The hypotheses concerning relationships among service orientation, service value, employee satisfaction and customer orientation were verified by covariance structural modelling, using SPSS 10.0 and AMOS 4.0 programs. The result is as follows. First, organisational service orientation had a positive effect on both employee satisfaction and service value perceived by hospital staff. Second, employee satisfaction had a positive impact on service value and customer orientation. Finally, service value as well as employee's customer orientation were found to exert positive influence on the medical firm's performance.     

Corporate Ethical Values,Group Creativity,Job Satisfaction and Turnover Intention: The Impact of Work Context on Work Response

A corporate culture strengthened by ethical values and other positive business practices likely yields more favorable employee work responses. Thus, the purpose of this study was to assess the degree to which perceived corporate ethical values work in concert with group creativity to influence both job satisfaction and turnover intention. Using a self-report questionnaire, information was collected from 781 healthcare and administrative employees working at a multi-campus education-based healthcare organization. Additional survey data was collected from a comparative convenience sample of 127 sales and marketing employees working for a variety of firms operating in the south-central United States. The results indicated that group creativity and corporate ethical values were positively related, and that both variables were associated with increased job satisfaction. Conversely, corporate ethical values and job satisfaction were associated with decreased turnover intention. Sales managers should create work cultures that precipitate increased ethical values and group creativity, and suggestions about how they may institutionalize these factors are provided.     

Generation Y employees' retail work experience: The mediating effect of job characteristics

This research examines Generation Y employees' retail work experience. Based upon Brown and Peterson's [Brown SP, Peterson RA, Antecedents and consequences of salesperson job satisfaction: meta-analysis and assessment of causal effects. J Mark Res 1993; 30: 63-77; Brown SP, Peterson RA, The effect of effort on sales performance and job satisfaction. J Mark 1994; 58: 70-80.] job satisfaction model, Gen Y employees work experience framework encompasses the work environment variables of role conflict, role ambiguity, supervisory support, and work involvement to predict job performance, job satisfaction, and, ultimately, retail career intention. Drawing from the job crafting perspective in management theory [Wrzesniewski and Dutton, 2001], this research tests the mediating effect of job characteristics between work environment and job outcomes using structural equation modeling. Study participants were members of a national sample of students (n = 803) from 14 universities in the United States. The findings indicate that job characteristics have a critical mediating role on the relationships for Gen Y employees, suggesting a paradigm shift from passive to active employees who craft their jobs, roles, and selves within a retail organizational context.     

Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores

The relationship between corporate social responsibility (CSR) and job satisfaction is underexplored in the retail sector. We aim to fill this gap by unpacking these constructs to analyse their interrelationships. Moreover, conceptualising productivity as a contextual factor able to generate multiple stressors for retail employees, we compare the CSR-job satisfaction relationship between low- and high-productivity stores. We argue that CSR strategies effectively contribute to maintaining high job satisfaction in both retail contexts. Working on a sample of 708 grocery retail chain employees, we apply structural equation modelling and multigroup regressions to test our hypotheses. The results show that CSR positively influences job satisfaction. In detail, internal CSR benefits job satisfaction more than external CSR. CSR strategies effectively work to strengthen job satisfaction even in high-productivity stores. These findings contribute to the debate about the employees’ job satisfaction management in busyness and high-productive retail contexts.     

Modelling job stress as a mediating role in predicting turnover intention

Turnover intention has been an important issue for decades since management has long recognized that low turnover intention of employees is helpful for consequently obtaining high organizational performance and avoiding the potential costs related to recruiting and training new employees. For that reason, this study proposed a research model of turnover intention based on Hackman and Oldham's [(1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16(2), 250–279.] job characteristics theory. The proposed research model is empirically tested using a survey of 255 employees from Taiwanese banks. Tests results of structural equation modelling provide evidence that role conflicts, role ambiguity, and role overload indeed have positive impacts on job stress. Employees with higher levels of job stress are more likely to think about leaving, while those perceiving more fairness of rewards are less likely. Implications for managerial administration and future research are discussed.     

Artificial intelligence as a boundary-crossing object for employee engagement and performance

The study proposes AI-powered tools and applications as boundary-crossing objects to examine how AI performance can affect employees' job engagement, service and job performance. Job security is modelled as a moderator in the boundary-crossing process. Several theories including boundary crossing, goal setting and self-regulation are drawn on to posit these relationships. The study was undertaken with Australia-based full-time employees who had experience with AI-powered tools at work. The results show that AI performance had a significant effect on job engagement, and employee service performance, which were significantly related to job performance appraisal. Job engagement and service performance exhibited significant mediation effects between AI and job performance. The moderation effect exerted by job security was significant in enhancing employees’ job engagement and service performance. The study contributes to service research and human resource management literature. The findings have implications for service marketers and human resource practitioners.     

Leader-member exchange and employee work outcomes in Chinese firms: the mediating role of job satisfaction

This study investigates the mediating role of job satisfaction in the relationships between leader-member exchange (LMX) and employee work outcomes in Chinese firms, namely, organizational commitment and intention to leave. Based on the data collected from the four manufacturing firms based in China, the hierarchical regression analyses strongly support our theoretical predication that job satisfaction fully mediates the relationships between LMX and employees’ organizational commitment and intention to leave. The theoretical and practical implications of these findings are discussed.     

When deeds speak,words are nothing: a study of ethical leadership in Colombia

Using a sample of 124 managers and 248 subordinates, this study examines the mediating effect of subordinates’ job satisfaction in the relationship between ethical leadership and subordinate organizational citizenship and counter‐productive work behaviour in the Colombian context. We additionally analyse the effect of ethical leadership on subordinates’ perception of leaders’ performance. Factor analyses of the ethical leadership scale revealed two factors, ethical person (EP) and ethical guidance (EG), which were differentially associated to the outcomes. We offer an explanation from three cultural dimensions (in‐group collectivism, institutional collectivism, and power distance) by which Colombian employees seem to be more willing to follow leaders’ ethical example as a way to strengthen their membership to the leader's group, than leaders ethical disciplining by which norms are imposed. These findings have a number of implications for organizations and managers who aim to improve their employees’ behaviour. Our advice to them is that leaders’ deeds have a greater impact than their ethical words.     

商业企业员工职业生涯感知与工作满意度的研究

国内外的理论研究对于职业生涯管理和工作满意度的相关研究,取得了一定的进展。伴随大型综合超市以及百货业的发展,越业越多的人员投入到现代销售企业的服务领域,加强对销售企业员工的工作满意度研究,对于提升其服务质量,减少顾客抱怨提升顾客满意度有着重要的作用。     

工作满意感、组织认同与离职倾向关系实证研究

文章以383个建筑企业员工为被试样本,运用相关分析、偏相关分析、回归分析及路径分析等统计方法考察了工作满意感、组织认同与离职倾向三个员工态度变量之间关系.结果发现:(1)工作满意感、组织认同与离职倾向之间具有显著相关性和因果性;(2)工作满意感与组织认同相互作用,共同影响离职倾向,且组织认同对离职倾向的影响程度大;(3)组织认同在员工工作满意感与离职倾向关系中具有调节效应,在满意度一致的前提下,组织认同程度的高低对员工离职倾向具有更显著的调节影响.这些研究结果为员工离职权变主义学说提供了证据支持.     

Work-Related Behavioral Intentions in Macedonia: Coping Strategies, Work Environment, Love of Money, Job Satisfaction, and Demographic Variables

Based on theory of planned behavior, we develop a theoretical model involving love of money (LOM), job satisfaction (attitude), coping strategies/responses (perceived behavioral control), work environment (subjective norm), and work-related behavioral intentions (behavioral intention). We tested this model using job satisfaction as a mediator and sector (public versus private), personal character (good apples versus bad apples), gender, and income as moderators in a sample of 515 employees and their managers in the Republic of Macedonia. For the whole sample, both coping strategies and helpful work environment were related to high job satisfaction. The relationship between work environment and job satisfaction was the strongest link in all subsequent analyses. High LOM is associated with unfavorable work environment for employees in the private sectors and people with low income and is positively associated with coping strategies for bad apples. A favorable work environment was related to less corrupt intent for people in the public sectors, good apples, and with low income, but not for their counterparts. Coping strategies were related to high job satisfaction for males, but not for females. Our counterintuitive results showed that bad apples?? high LOM was related to low corrupt intent. Our theoretical model sheds new light and provides novel theoretical, empirical, and practical implications to Macedonian managers?? corrupt intent.     

Smart technology and service employees’ job crafting: Relationship between STARA awareness,performance pressure,receiving and giving help,and job crafting

Owing to the rapid spread of smart technology, artificial intelligence, robotics, and algorithms (STARA), service jobs are being replaced by these technologies. Despite the potential effect of STARA awareness on employee outcomes, surprisingly few studies have explored its role service employees' work outcomes. Addressing this gap, our research assessed the mediating relationship between STARA awareness, performance pressure, and job crafting, as well as the moderating effects of help-receiving and help-giving on this relationship. We conducted a quantitative study for 301 South Korean service employees using surveys collected at two points in time. The results indicated that service employees' STARA awareness positively affected job crafting through performance pressure. Furthermore, the association between STARA awareness and performance pressure was more prominent for higher levels of help-receiving than for lower levels of help-receiving. Help-receiving further moderated the indirect effect of performance pressure on the STARA awareness and job crafting relationship. While the mitigating effect of help-giving was not supported, we observed a significantly positive association between STARA awareness and performance pressure only when help-receiving was high and help-giving was low. These findings contribute to the literature on technology in the retailing sector by uncovering how STARA awareness affects service employees’ performance pressure and job crafting and the roles played by help-giving and help-receiving in this relationship.     

The Effect of Organisational Vision on Service Quality Delivery

This study is an attempt to apply the concept of organisational vision to quantitative measures of service operation. Service organisations look at customer satisfaction ensuing from service quality delivery as a source of competitive advantage. To be able to contribute towards this end, vision must exert influence on the key variables job satisfaction and service effort of employees. The results show that organisational vision positively contributes to job satisfaction and service efforts of the participants working in a nationwide fast-food organisation.     

Attitudes and Work Motivation of Subgroups of Seasonal Hotel Workers

Labour turnover is a strong feature of of hotels in the UK, especially in the seasonal seaside sector. However, the link between job mobility and job satisfaction is complex and cannot be adequately explained by ‘traditional’ theories of motivation. In an attempt to account for the impact of individual worker differences on job attitudes, Hackman and Oldham's [1974, 1980] job diagnostic survey was distributed to 163 hotel workers. The results suggest that hotel workers can be divided into subgroups, characterised by both residential status and work preference. Furthermore, these additional dimensions explain work attitudes and motivation more effectively than Hackman and Oldham's original ‘growth need strength’ dimension.     

A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research

Anecdotal comments from practitioners and extant empirical research suggests a tenuous link between perceived organizational support and desired employee outcomes. Accordingly, in this study the authors conduct a meta-analysis examining the effects of perceived organizational support on four employee outcomes: organizational commitment, job satisfaction, performance, and intention to leave. The authors also examine the extent to which these effects are moderated by job type (frontline vs. non-frontline employee). Findings from the study indicate that perceived organizational support has a strong, positive effect on job satisfaction and organizational commitment; a moderate, positive effect on employee performance; and a strong, negative effect on intention to leave. Study findings also indicate that the effects of perceived organizational support are more pronounced for non-frontline employees.