Travel agency employees' career commitment and turnover intention during the recent global economic crisis

One hundred and eighty-four travel agency employees in South Korea participated in this study to examine (1) the effect of career commitment (CC) on employee turnover and (2) the moderating effect of job insecurity on the relationship between CC and turnover intention. This study was conducted during the recent global economic crisis and found that the participants of this study had a tendency to stay in their organization even though they felt insecure at work while having high CC. Managerial implications on career development and commitment of travel agency employees were discussed on the basis of the results of this study.     

Effect of newcomer socialisation on organisational commitment,job satisfaction,and turnover intention in the hotel industry

The academic literature features organisational socialisation as playing a crucial role in the early stages of newcomer employment. During this assimilation stage, newcomers adapt to a new workplace more effectively if socialisation is encouraged. It has been found that socialisation minimises the negative effects of unmet expectations on overall organisational effectiveness, including employee turnover – an issue that has become a considerable problem for many hotels. Extending this logic, this study aims to understand socialisation by specifically assessing whether turnover is determined by employees' beliefs about job satisfaction and individual commitment to an organisation and the hotel profession in general. The study of 428 respondents from 61 international tourist hotels in Taiwan implies that social interaction enables organisations to gain, from an increase in commitment to the organisation, job satisfaction and a decrease in newcomers' intent to leave the hotel profession. Two major contributions to the existing literature result (a) commitment to the organisation plays a dominant role in employee turnover intent and (b) job satisfaction is a powerful method of reinforcing individual commitment to the organisation.     

Reducing employee turnover intention: a customer relationship management perspective

Research examining ways to prevent employee turnover has observed varied and often inconsistent findings, yet this remains a challenge to many firms, particularly call centers. This study therefore examines the impact of customer relationship management (CRM) dimensions on employee job satisfaction and intention to quit. A two-step methodological approach utilizing data from the Malaysian call center industry was used. The study conducted preliminary qualitative investigations (from literature and a focus group), and survey data were then used to test the conceptual model via structural equation modeling. The findings establish that a properly initiated and implemented CRM strategy will engender employee job satisfaction thereby resulting in significantly reduced intention to quit. The study identifies the key CRM dimensions that can be useful for call center managers in enhancing employee job satisfaction and averting employee turnover intentions. Implications for marketing theory and practice as well as areas for future research are discussed.     

“80后”员工组织支持感对离职倾向的影响研究

采用问卷调查法以及验证性因素分析、偏相关分析和分层多元回归分析等统计方法,探讨"80后"员工的组织支持感对其离职倾向的影响作用进行分析,并在影响作用方面与工作满意度方面进行了比较。结果表明,"80后"员工的组织支持感呈多维结构,可分为工具性支持感、情感性支持感、利益性支持感、价值性支持感和发展性支持感五个维度。"80后"员工的组织支持感总体对其离职倾向有显著的负向影响作用,并且单独地、利益性和发展性支持感对离职倾向具有显著的负向影响作用。"80后"员工的组织支持感比工作满意度对其离职倾向有更强的影响作用。     

Antecedents of organizational citizenship behaviours among part-time employees of service organizations in Korea

This study investigates the antecedents of organizational citizenship behaviours by using data consisting of 196 part-time instructors drawn from six sport centres in the Republic of Korea. The results of a structural equation analysis suggest that job satisfaction has a positive effect on organizational and occupational commitment, occupational satisfaction has a positive effect on organizational and occupational commitment, organizational commitment has a positive effect on organizational citizenship behaviours (OCBs) and a negative effect on turnover intentions, and turnover intentions has a negative effect on OCBs. The effect of occupational commitment on both turnover intentions and OCBs was not significant. This research addresses a number of important issues in the management of human resources (i.e. part-time workers) in service organizations; that is, this study examines how part-time employees' satisfaction and commitment with respect to their jobs, occupations or organizations are related to their OCBs; this relationship is arguably one the most important issues facing service organizations today.     

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.     

Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention

Despite increasing awareness of the importance of customer behaviors in service delivery, understanding consequences relating to employees receives little attention. Therefore, using data from a large electronic firm relating to customers, employees, and managers, this study examines the effects of customer participation and citizenship behavior on employee performance, satisfaction and commitment, as well as indirect effects on turnover intention. Furthermore, the study examines how similarity and likeability moderate the effects of customer participation and citizenship behavior on employee satisfaction. The study also includes a laboratory experiment and provides further support for causal direction. The article discusses marketing implications of the results.     

组织政治知觉影响离职倾向的多重中介效应比较分析

采用问卷调查法,以珠三角地区光电制造企业中452名知识型员工为研究对象,探讨了组织政治知觉影响离职倾向的内在心理机制。结构方程建模分析结果表明:组织政治知觉能通过工作满意度、情感承诺和工作倦怠的并行多重中介作用对离职倾向产生影响,在个别中介效应大小方面,工作倦怠最大,工作满意度次之,情感承诺最小。     

Turnover intentions and organizational citizenship behaviours in Korean firms: the interactional effects of organizational and occupational commitment

This study investigated the effects of the organizational commitment and occupational commitment of employees in Korean firms on their turnover intentions and organizational citizenship behaviours. In addition, using the interactional effect analysis, this study examined the interactional effects of the two types of commitment on turnover intentions and organizational citizenship behaviours. A total of 209 employees in nine different firms participated in this study. The results revealed that organizational commitment had a negative effect on turnover intentions, while occupational commitment had a positive effect. In addition, organizational commitment had a positive effect on organizational citizenship behaviours, whereas occupational commitment did not have any noticeable effect thereupon. Both organizational commitment and occupational commitment showed certain overall interactional effects regarding organizational citizenship behaviours as well as turnover intentions.     

Examining customer perceptions of restaurant restroom cleanliness and their impact on satisfaction and intent to return

Competition in the Canadian restaurant industry is unyielding. Restaurant cleanliness is one of the most important aspects when a customer evaluates restaurant quality and return intention. In particular, restaurant restroom cleanliness (RRC) is often considered the central factor that leads to overall perception of cleanliness. This study examined how RRC affects restaurant customers. Restroom appearance had the greatest impact on cleanliness followed by personal hygiene items. In addition, RRC impacted customer satisfaction and did not vary based on customer segmentation. However, older restaurant patrons were more likely to report RRC issues than younger patrons. The research demonstrates that RRC is an essential element to the success and viability of a food service operation and is an important aspect of academic research in foodservice operations. Future directions for both industry and academic research in this area are discussed.     

Empowering Chinese Service Employees: A Reexamination and Extension

ABSTRACT

This article extends the knowledge in the area of empowerment of Chinese service employees by addressing the possible conceptual and methodological problems identified in Hui, Au, and Fock's (2004) study. The findings show that the lack of positive effect of discretionary empowerment on the job satisfaction and intention to comply with customer request of the Chinese subjects in Hui et al.'s (2004) Hui, M. K., Au, K. and Fock, H. 2004. Empowerment effects across cultures. Journal of International Business Studies., 35: 46–60. [Crossref], [Web of Science ®] , [Google Scholar] study likely resulted from their use of hotel/hospitality management students as subjects. Without the confounding effect from the shared internalized values of the subjects, discretionary empowerment can have a positive effect on the job satisfaction and job behavior (e.g., intention to comply with customer request) of Chinese service employees. Furthermore, the findings show that explicit management support can further enhance the positive effect of discretionary empowerment on the job satisfaction and job behavior of Chinese service employees. The current article also discusses the theoretical contributions, managerial implications, limitations of the study, and future research directions.     

Examining shopping mall consumer decision-making styles,satisfaction and purchase intention

Understanding consumer decision-making (CDM) styles is essential for market segmentation, positioning and crafting marketing strategies within a market. Few studies have examined the structural relationship among decision-making styles that consumers exhibit during mall shopping, level of satisfaction and purchase intention. The purpose of this study was to examine CDM styles as the antecedents and predictors of level of satisfaction and purchase intention. Based on the Consumer Styles Inventory, eight CDM styles that individual exhibit during shopping mall activities are proposed in terms of utilitarian and hedonic perspectives. We hypothesize these eight CDM styles as a set of predictors of customer satisfaction and purchase intention. A total of 327 valid paper-and-pencil questionnaires were collected from several shopping malls in Kuala Lumpur, Malaysia. Partial least squares (PLS) path modelling approach, a structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment supports that hedonic shopping styles consumers that exhibit high level of habitual, brand consciousness, fashion consciosness, recreational conscious style have lower levels of satisfaction and purchase intention during mall shopping while novelty and fashion conscious style consumers have lower level of satisfaction but do not unveil lower purchase intention. Utilitarian shopping styles consumers that exhibit high level of price conscious, confused by overchoice and high-quality conscious style have higher levels of satisfaction while impulsive/careless shoppers do not; and while price conscious, impulsive/careless, confused by overchoice consumers have higher levels of purchase intention but the high-quality conscious consumers do not unveil higher purchase intention. Further, there is a positive relationship between satisfaction and purchase intention. The practical and managerial implications are discussed.     

Strategy and response to purchase intention questions

Purchase intention and willingness-to-pay (WTP) questions are often analyzed without considering that a respondent's utility maximizing answer need not correspond to a truthful answer. In this paper, we argue that individuals act, at least partially, in their own self-interest when answering survey questions. Consumers are conceptualized as thinking along two strategic dimensions when asked hypothetical purchase intention and WTP questions: (a) whether their response will influence the future price of a product and (b) whether their response will influence whether a product will actually be offered. Results provide initial evidence that strategic behavior may exist for some goods and some people.     

Examining human resource practice outcomes and service innovation

This study sought to examine the relationship between human resource practice outcomes and service innovation. It also examines the moderating role of knowledge sharing in the relationship between workplace friendship and service innovation, as well as the mediating role of knowledge sharing in the relationship between job satisfaction and service innovation. The study employed survey research design. The respondents were selected from across the service industry in Ghana using convenience sampling technique. Items measuring the constructs were adapted from extant literature. Confirmatory factor analysis was performed to ascertain the validity of the measurement model. Hierarchical regression was used to analyse the data. The results show that knowledge sharing, job satisfaction, workplace friendship, and employee commitment predict service innovation. However, the interaction of workplace friendship and knowledge sharing has no effect on service innovation. Similarly, the moderation of employee commitment and job satisfaction did not make any contribution to service innovation. The findings imply that service firms must create a friendly working environment, ensuring that employees are satisfied in order to promote service innovation. It also implies that service firms must promote social activities that encourage knowledge sharing, but these social activities must relate to employees’ job.     

Salesperson Perceptions of Ethical Behaviors: Their Influence on Job Satisfaction and Turnover Intentions

In the academic world, research has indicated that “good ethics is good business.” Such research seems to indicate that firms, which emphasize ethical values and social responsibilities, tend to be more profitable than others. Generally, the profitability is credited to the firm’s positive relationships with its customers, reduced costs of attempting to rebuild a tarnished image, ease of attracting capital, etc. The research conducted in this study evaluated salespeople’s perceptions of the ethics of businesses in general, their employer’s ethics, their attitudes as consumers, and the relationships existing between these perceptions and the sale force’s job satisfaction and turnover intentions. The results show a positive relationship existing between salesperson perceptions of business ethics, his/her employer’s ethics, consumer attitudes, and the salesperson’s job satisfaction and reduced turnover intentions. Charles E. Pettijohn (D.B.A., Louisiana Tech University) is a professor of marketing in the College of Business Administration at Missouri State University. He is also co-editor of the Marketing Management Journal. His research has appeared in the Journal of Personal Selling and Sales Management, the Journal of Businesss Ethics, Marketing Management Journal, Psychology and Marketing, and the Journal of Marketing Theory and Practice. At Missouri State University, his primary teaching focus is in the areas of Personal Selling and Sales Management. Linda S. Pettijohn (D.B.A., Louisiana Tech University) is a Professor of marketing in the College of Business Administration at Missouri State University. Her research has appeared in the Journal of Personal Selling and Sales Management, Human Resource Development Quarterly, Marketing Management Journal, Psychology and Marketing, and the Journal of Financial Serivices Marketing. At Missouri State University, her primary teaching focus is in the area of Retailing. Albert J. Taylor (D.B.A., Louisiana Tech University) is an associate professor of marketing in the College of Business Administration at Coastal Carolina University. His research has appeared in the Journal of Personal Selling and Sales Management, Human Resource Development Quartely, the International Journal of Hospitality and Tourism Administration, Psychology and Marketing, and the Journal of Applied Business Research. At Missouri State University, his primary teaching focus is in the areas of Marketing Research and Personal Selling.     

Culture, product type, and price influences on consumer purchase intention to buy personalized products online

With personalization, consumers can choose from various product attributes and a customized product is assembled based on their preferences. Marketers often offer personalization on websites. This paper investigates consumer purchase intentions toward personalized products in an online selling situation.The research builds and tests three hypotheses: (1) intention to purchase personalized products will be affected by individualism, uncertainty avoidance, power distance, and masculinity dimensions of a national culture; (2) consumers will be more likely to buy personalized search products than experience products; and (3) intention to buy a personalized product will not be influenced by price premiums up to some level. Results indicate that individualism is the only culture dimension to have a significant effect on purchase intention. Product type and individualism by price interaction also have a significant effect, whereas price does not. Major findings and implications are discussed.     

Perceived Behavioral Integrity: Relationships with Employee Attitudes, Well-Being, and Absenteeism

Relationships between the behavioral integrity of managers as perceived by employees and employee attitudes (job satisfaction and life satisfaction), well-being (stress and health), and behaviors (absenteeism) were tested using data from the 2002 National Study of the Changing Workforce (n = 2,820). Using multivariate and univariate analysis, perceived behavioral integrity (PBI) was positively related to job and life satisfaction and negatively related to stress, poor health, and absenteeism. The effect size for the relationship with job satisfaction was medium-to-large while the effect sizes with respect to the other variables were small-to-medium. There was no support for the hypotheses that women would perceive lower levels of behavioral integrity and that the strength of the relationships between PBI and the outcomes variables would be stronger among women than among men.