Organizational image's partial mediation role between quality and users' satisfaction

Evidences point to the idea that organizational image may be influenced by patients' perception of service quality, and in turn may influence their expectations. The main aim of this research is to analyse the influence of perceived quality on patients' satisfaction and to evaluate the potential mediating effect that organizational image may have on the relationship between both constructs, in the specific context of primary health care. A structural equation modelling approach was applied to data collected on Portuguese primary healthcare units. Results show that perceived service quality has both positive direct and indirect effects on satisfaction, confirming the partial mediation role played by organizational image in the relationship between service quality and customer satisfaction and highlighting the importance for healthcare units' administrators to manage both the service quality and the image of the institution.     

Three country study: impact of support on employee attitudes

This study examined the mediating effects of perceived organizational support and affective commitment in the relationships among perceived supervisor support, organizational citizenship behavior (OCB) (individual and organizational), and turnover intentions. The proposed relationships were tested by conducting the same study involving restaurant employees in three different countries – India, USA, and South Korea. The mediating effects of perceived organizational support and affective commitment between perceived supervisor support and turnover intentions were found to be consistent across the three countries. However, the relationships among OCBs differed. While affective commitment was significantly related to both OCBs in the South Korean sample, affective commitment was significantly related only to OCBs towards organization in the US sample, and neither relationship was found to be significant in the Indian sample. This study helps to explain how contextual factors influence responses to each study variable and the proposed relationships.     

The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust

For more than four decades, research has investigated the relationship between perceptions of organizational justice and employees' work attitudes. This study used two data sets to examine how perceptions of organizational justice influence marketing employees' perceived support and trust. Specifically, this study examines the role of perceived support as a mediator between organizational justice and trust. The results indicate that in Study 1 perceived organizational support (POS) serves as a mediator between procedural justice and organizational trust. Interactional justice is both a direct and indirect predictor of supervisory trust through perceived supervisor support (PSS). Distributive justice is related indirectly to organizational trust through PSS and directly to organizational trust. In contrast to the results in Study 1, distributive justice is an antecedent to both POS and PSS while procedural justice is related directly to organizational trust.     

Linking employee and customer misbehaviour: The moderating role of past misdemeanours

Abstract

Traditionally, studies that examine the activities of misbehaving employees and customers have done so in a separate and unrelated manner. Drawing on research that explores deviance amplifications and deviant learning, the current study aims to address this identified gap in the literature and provide empirical evidence of the linkages between perceived employee deviance and the severity of customer misbehaviour. Utilising equity, power and differential association theories, a conceptual model is forwarded comprising four hypotheses between the constructs: perceived employee service deviance; customer repatronage intent; severity of customer misbehaviour; and past customer misbehaviour. Using survey responses from 380 consumers of bars, hotels and restaurants, the empirical results offer support for the forwarded research model. The results show that customers perceiving employee misbehaviour are profoundly affected. Such experiences erode their repatronage intentions and are linked (directly and indirectly) to the severity of dysfunctional customer behaviour performed. Consumers’ past experience of misbehaviour is also found to impact the hypothesised relationships. The paper concludes by considering the implications of the findings and outlining directions for future research.     

Service climate and employee service performance: exploring the moderating role of job stress and organizational identification

Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate–performance relationship.     

The impact of high-performance work systems in the health-care industry: employee reactions,service quality,customer satisfaction,and customer loyalty

The purpose of this study is to empirically test the effects of high-performance work systems (HPWS) on employee attitude, service quality, customer satisfaction, and customer loyalty in health-care organisations. The proposed research model was tested using structural equation modelling for hypotheses, based on data collected from 196 pairs of employee–customer respondents in four selected hospitals with more than 500 beds. The results indicate that hospitals can improve customer satisfaction and loyalty through efficient operations, employee engagement, and service quality. One of the key findings of our study is that HPWS in health-care organisations influence employee reaction and service quality.     

Measurement of organizational investments in social capital: The service employee perspective

This paper describes the development and validation of a measure of organizational investments in social capital (OISC). The scale development process is carried out over three stages (item generation, scale purification, scale validation), with two separate data collection phases involving a total of 735 working adults from multiple and diverse service-related workplace settings. As such, the data provide evidence for the face, content, discriminant, convergent and nomological validity, dimensionality and reliability of the OISC measure. The OISC measure is a concise, unidimensional scale that has the potential for significant usage in the development and testing of theory, as well as practical application in retail and other service provision contexts.     

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.     

Impact of organizational justice on customer satisfaction in the hospitality industry of Pakistan: The moderating role of uncertainty avoidance

This study investigates the impact of distributive justice, procedural justice, interactional justice, and informational justice on customer satisfaction in the hospitality industry of Pakistan, also the study investigates the moderating role of uncertainty avoidance on all relationships. Data were collected from 309 consumers from all provinces of Pakistan. A significant positive impact of dimensions of organizational justice on customer satisfaction is found; however, contrary to expectations, no moderating role of uncertainty avoidance is proved for any of the relationships. At the end of the article, the results of the study are discussed. This study shows potential implications for service providers.     

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.     

Effect of social support on customer satisfaction and citizenship behavior in online brand communities: The moderating role of support source

Customers often join online brand communities to seek support from others when they encounter product problems. Some customers who receive good social support exhibit customer citizenship behavior. This study develops a theoretical model to investigate how social support influences customer citizenship behavior through customer satisfaction with firms in online brand communities. Moreover, the moderating role of support source (i.e., firms vs. other customers) is measured. The research model is tested by using the Partial Least Squares technique. The results show that informational and emotional support significantly affects the customer citizenship behavior of providing feedback to the firm, recommendations, and helping other customers through customer satisfaction in online brand communities. Moreover, informational and emotional support from firms and other customers exert different effects on customer satisfaction.     

企业文化与企业绩效的关系研究——一致性和均衡性的观点

Building on the Competing Values Framework (CVF), we investigated the relationship between organizational culture and performance. The perspective of consistency and that of balance were applied to examine the relationship. We tested our hypotheses on a sample of 270 companies in China, which resulted in two major findings. First, the consistency between organizational culture and external environment was found positively associated with organizational performance. Consistency was operationalized as a match between an organization’s current culture and its preferred future culture. Second, balance of organizational culture was found positively correlate with organizational performance. A balanced culture was defined as one in which values of each of the CVF culture types are equally held. Translated and revised from Kexuexue yu kexue jishu guanli 科学学与科学技术맜理(Science of Science and Management of S. & T.), 2007, 28(8): 140–148     

Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee

Abstract

This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data were obtained through a self-administered questionnaire from university students. A total of 410 useable responses were used to perform data analysis. Confirmatory factor analysis, structural equation modeling, and bootstrapping for indirect effects were conducted to test the hypotheses. The results show a significant effect of employee empathy on trust in service employee and satisfaction with service employee during customer–employee interactions. Also, satisfaction with a service employee showed a significant effect on service loyalty during service interactions. The study enhances the understanding of empathy within banking services during interactions between service employees and customers. It also provides insights for service managers and frontline service employees on how empathy develops customer’s trust and satisfaction with service employee.     

Combined effects of franchise management strategies and employee service performance on customer loyalty: a multilevel perspective

Although franchisee performance is likely to be influenced by franchisors’ management strategies, little is known about whether and how franchisors’ strategies affect franchisee employees’ performance. This study examines the combined effects of three franchisor management strategies, namely innovative culture, support services and autonomy on service performance of the franchisee store employees and the loyalty of their customers. Data were collected from a total of 38 employees and 679 customers of 25 franchisee stores. The study employs multilevel analysis on a nested data-set created by matching customer data with employee data for each store. The results reveal that customer loyalty of a franchisee store is positively influenced by the service performance of its employees and the support services received by the employees of the store from its franchisor. On the other hand, it has been found that franchisor management strategy such as innovative culture and autonomy negatively influence customer loyalty of the franchisee store. The paper discusses relevant theoretical and managerial implications of the findings.     

Effects of perceived organizational support and guanxi on salesperson performance: The mediation of customer need knowledge

Based on data from car dealers in China, this study examines the impacts of perceived organizational support (POS) and guanxi on personal performance and the mediating role of customer need knowledge (CNK). Results indicate that salespersons’ POS and guanxi with customers have a positively influence on their CNK and job performance; their CNK is also positively related to job performance. Meanwhile, CNK acts as a full mediator between salespersons’ POS and their job performance, and as a partial mediator between salespersons’ guanxi with clients and their job performance.     

Contextualizing customer organizational citizenship behaviors: The changing nature of value cocreation and customer satisfaction across service settings

This study identified economic, emotional, and relational value as outcomes of customer organizational citizenship behaviors (COCBs; Study 1: in‐depth interviews). Study 2 (filed survey) found that COCBs have the strongest impact on emotional value compared with economic and relational value. Economic, emotional, and relational value also lead to customer satisfaction. Specifically, the findings supported that emotional value asymmetrically influences customer satisfaction, whereas economic and relational value symmetrically and positively influence customer satisfaction. Study 3 (filed survey) demonstrated that emotional value through COCBs has a greater and symmetrical influence on satisfaction in hedonic rather than utilitarian service contexts. However, economic value through COCBs is negatively associated with satisfaction in hedonic contexts, and there is no significant difference in the impact of relational value on satisfaction between service contexts. This study furnishes empirical evidence for the associations among COCBs, value perceptions, and customer satisfaction, along with their dynamic relationship patterns across service contexts.     

The effect of the Internet on front-line employee skills: exploring banking in Sweden and France

This paper aims to explore (1) the Internet effects on the nature of the face-to-face service encounter and (2) what demands this introduces on front-line service employee skills in a banking context. The paper draws on empirical data generated from two banks in Sweden and France, where in-depth interviews with 21 managers have been carried out. The paper argues that in light of the Internet, the face-to-face service encounter is becoming increasingly interactive and customized, where much attention is paid towards building and maintaining relationships with customers, providing advice and support in customer's decision making, and also, learning from and acquiring qualitative information about the customer. This up-scaling of the face-to-face service encounter entails an increase in job complexity and task discretion, involving demands for high-level skills such as information provisioning and evaluation, and emotional skills such as empathy, interpretive skills, conversational skills, and management of body language.     

Cooperation support through the use of group decision systems

This article considers the development of the group decision support system (GDSS) field both from organizational and technological perspectives. The growing importance of teamwork, lateral coordination, and activities integration inside modern business organizations is emphasized. Technological and knowledge specialization, quick transformation of business environments, reduction of response time, and so on, are some of the reasons that can explain the renewed relevance of teamwork. Also, the development of information technology (IT) is analyzed in relation to the role it is assuming in supporting group activities. Research in the GDSS field is then introduced. A proposal concerning the identification of three different phases in GDSS studies is developed, ranging from decision rooms to distributed systems. Each phase shows distinctive research topics and application fields, together with different organizational goals. Results of these developments are the growth of potential application areas of GDSS tools. These theoretical considerations, together with empirical experiences coming from the study of a real manufacturing environment (an IBM plant where group cooperation plays a fundamental role for production efficiency), constitute the basis for a research GDSS prototype (GROUPS). Prototype features are designed to support executives in facing production‐planning problems through an improvement in communications and in knowledge representation.     

建设世界科技强国背景下科技人才职业满意度指标筛选方法与测评模型研究

科技人才研究是围绕建设世界科技强国开展的一项基础性研究工作,科技人才职业满意度状况探索更是激发科技人才积极性、推动经济社会发展的重要课题。面临科技人才职业满意度研究可能存在指标数量较多、指标含义重复等问题,本文基于人才学相关理论,首先讨论科技人才职业满意度测评指标体系,然后提出先借助对职业满意度测评指标进行筛选、再对筛选前后的指标体系分别构建职业满意度测评模型的方法和思路,以期为全面评价我国科技人才职业满意度、挖掘关键影响因素提供参考。     

Daily outfit satisfaction: the effects of self and others' evaluation on satisfaction with what I wear today

This study investigated the satisfaction of the outfit which an individual chose to wear for the day by examining how self and others' evaluations influenced the outfit satisfaction and the intention to re‐wear. In addition, moderator variables (body satisfaction and body surveillance) that affected the effect of the evaluative factors upon satisfaction and behavioural intention were also examined. An online‐survey was conducted and the sample size used in the analysis was 349 in total. Using SPSS 18.0 and AMOS 18.0, structural equation modeling analysis and one‐way analysis of variance were implemented for hypothesis testing. The results showed that self‐evaluation as a perception of appropriateness of the outfit for that day and others' positive feedback increases outfit satisfaction. Appropriateness perception also had a significant impact on the intention to re‐wear. However, feedback from others on one's outfit did not have a significant direct effect on behavioural intention. Three‐way ANOVA was performed to verify the impact the feedback from others, body satisfaction, and body surveillance had on the respondent's intention to re‐wear, and a three‐way interaction effect was statistically significant. While individuals with high body satisfaction were likely to be confident about their appearance overall, the feedback from others did not impact their satisfaction. Individuals with low body satisfaction were influenced by others' feedback on their outfit. Individuals with high levels of body surveillance who sensitively monitored others' feedback especially displayed decreased intention to re‐wear when feedback from others on their outfit was negative. This research contributed to the deeper understanding of consumer's clothing behaviour at the post‐purchase stage. Enhanced understanding of lasting satisfaction and benefits pursued throughout the time while using the product would be essential in developing consumer‐centric marketing strategies.