Does emotional labor moderate customer participation and buying?

Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened.     

The effect of customer participation on service providers' job stress

There have been conflicting explanations of how customer participation affects service providers' job stress. This study explores the relationship between the two. Survey data from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to perceived job stress and perceived workload, implying that it is inappropriate to explain job stress from the perspective of partial employees. Moreover, while customer participation increases the level of job stress, workload is only a superficial explanation for the relationship. The real explanation is role conflict, which is associated with changes in job characteristics. Implications of these findings for managing customer participation are subsequently discussed.     

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.     

Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries

The purpose of cause-related marketing (CRM) is to publicise and capitalise on a firm??s corporate social performance (CSP) by enhancing its legitimacy in the eyes of its stakeholders. This study focuses on the firm??s internal stakeholders ?C i.e. its employees ?C and the extent of their involvement in the selection of social campaigns. Whilst the difficulties of managing a firm that has lost or damaged its legitimacy in the eyes of its employees are well known, little is understood about the extent to which managers and their social partners listen to and involve their employees in the legitimation process. Through telephone interviews with non-profit organisations and senior managers of service sector firms, the extent of employee involvement in CRM campaigns and the perceived benefits of doing so are investigated.?Amongst other things, we find that (i) the extent of employee participation varies significantly across firms; (ii) larger CRM campaigns tend to be managed centrally with relatively less employee participation than smaller ones and (iii) financial services firms are more likely to make CRM decisions centrally, with relatively less employee participation than retail services firms.     

Employee participation in non‐mandatory professional development – the role of core proactive motivation processes

With a focus on the self‐initiated efforts of employees, this study examined a model of core proactive motivation processes for participation in non‐mandatory professional development (PD) within a proactive motivation framework using the Self‐Determination Theory perspective. A multi‐group SEM analysis conducted across 439 academic and general employees of an Australian regional University provided initial support for the model. Results indicated that when employees are autonomously motivated to participate in non‐mandatory PD, intrinsic benefits are the most salient aspiration that also mediate the influence of autonomous motivation on transfer implementation intentions. Extrinsic benefits are likely to be a secondary outcome which does not directly relate to transfer implementation intentions. Further research should replicate and extend this core model in other organizational settings where participation in non‐mandatory PD is a critical factor in the effectiveness of the organization.     

Childhood economic status predicting later income: the role of networking ability and encouragement of participation

Drawing from a social capital perspective, this study examines the psychological mechanism and boundary conditions of the relationship between individuals’ childhood economic status (CES) and later income. Specifically, we tested the mediating role of networking ability and the moderating role of encouragement of participation in this relationship. With a sample of 3635 employees in China and the use of multistage stratified sampling, the results indicate that networking ability mediates the CES and later income relationship. Moreover, encouragement of participation acts as a necessary condition in the relationship between networking ability and later income. Specifically, when encouragement of participation was high, increased networking ability was associated with increased later income. When encouragement of participation was low, the positive relationship between employees’ networking ability and later income was no longer significant. Finally, the indirect effect of CES on later income mediated by networking ability was stronger for organizations with a higher level of encouragement of participation. Findings and future directions in the theory and practice of career development are discussed.     

A gender perspective on the use of supplemental healthcare plans

Because employer‐provided health coverage represents the main source of health insurance for Americans and its costs for employees are rising, accurate knowledge about health coverage would seem to be crucial for making sound decisions on choosing the plans that best meet the specific needs of a family. However, previous research suggests that most employees have little understanding of the scope and monetary value, or even the existence of many components of their health benefit package. This paper re‐examines employees’ general financial learning efforts and knowledge level, and how they relate to participation in and importance attached to supplemental healthcare plans. We find that, while self‐directed financial learning and general financial knowledge significantly predicted plan participation and the importance attached to them, demographic factors, such as gender, age and job classification, dominated the supplemental healthcare decisions.     

Employees' Attitudes towards Employee Ownership and Financial Participation in Croatia: Experiences and Cases

This paper analyzes specific situation in Croatia regarding role, development, and perspectives of employee participation in ownership and financial results. The model of enterprise privatization in Croatia resulted with a large involvement of employees in the enterprises' ownership. As the first phase of privatization in Croatia is approaching to its end, new, genuine mechanisms of development of the employee financial participation are beginning to emerge. Among them, ESOP plans and management and employee buyouts (MEBO) seem to be most appealing. Such practices can be found primarily in enterprises where a functional symbiosis between management and employees has been preserved or developed, where assets of the enterprise have also been preserved, and an organizational culture based on identification with enterprise and confidence with management has been developed. It seems that such a mutual reliance between employees and management can be very successful in assuring good operation and financial results of (especially large) enterprises during and after the process of transition.     

Expatriates as influencers in global work arrangements: Their impact on foreign-subsidiary employees’ ESOP participation

Employee stock-ownership plans (ESOPs) offered by multinational enterprises (MNEs) present an attractive investment for employees. Puzzlingly, participation rates are often low, raising the question what drives ESOP participation on a global scale. Grounded in the knowledge-based view of expatriate research, we build on the notion of expatriates as implicit knowledge transferors within MNEs. We hypothesize a positive effect of expatriate ESOP participation on subsidiary-employee ESOP participation, which is even higher when a subsidiary-employee’s distance toward the program and the firm is greater. Empirical results confirm our hypotheses suggesting that expatriates can be a mechanism to bridge the distance within MNEs.     

公司治理结构中的利益相关者问题

本文认为,股份制改革是中国企业改革的方向,公司治理是股份制改革最核心的内容,而公司治理原则中不可缺少的一项就是利益相关者的安排问题,即他们的权利、作用及保护问题。职工持股从国际经验来看,主要是考虑三方面的因素:一是职工特别是高素质人才的积极性调动问题;二是充分利用职工在参与管理方面的能力及优势;三是充分发挥职工对于整个公司管理层在合规性、防止出现舞弊和恶性事件等方面所能够起到的监督和报警的作用。在我国,员工的地位和员工参与管理的程度应该能够做得更好。解决好利益相关者问题,有利于和谐增长,特别会有利于科技型企业、人才密集型企业和以知识为基础的企业的健康发展。     

Subcontracting chain and workers’ participation in continuing vocational training: findings from the French,quantitative, linked employer–employee survey of training and career paths

This article discusses the correlation between cascading subcontracting and employees' participation in continuing vocational training. Based on a capability approach, it uses the French quantitative linked employer–employee survey on training and career paths (DEFIS) to question to what degree inter‐firm relations influence their employees’ training opportunities and processes. The results suggest cascading effects in training participation, considered from the angle of taking part both in training and training decision making. It addresses public policy issues arising from inequalities in employee participation with respect to the subcontracting relationship and thereby questions the liability of pure principal contractors.     

Investigating the Effects of Moral Disengagement and Participation on Unethical Work Behavior

With massive corruption uncovered in numerous recent corporate scandals, investigating psychological processes underlying unethical behavior among employees has become a critical area of research for organizational scientists. This article seeks to explain why people engage in deceptive and fraudulent activities by focusing on the use of moral-disengagement tactics or rationalizations to justify egregious actions at work. In addition, participation in goal-setting is argued to attenuate the relationship between moral disengagement and unethical behavior. Across two studies, a lab simulation and field survey, a measure of moral disengagement was developed for use with working adults. The hypothesized main and interactive effects of moral disengagement, participation, and unethical behavior were tested and largely confirmed.     

The golden mean: Research on the mechanism of customer participation in employee service innovation

Service innovation is of importance in achieving business success. This study aims to understand how customer participation affects employees' service innovation through zhongyong thinking and verify the moderating role of leadership empowerment in the service section. Data were collected through a paired questionnaire survey with 352 valid frontline employees and their superiors in the starred hotel industry. Multiple linear regressions and bootstrap analysis were performed to examine the hypotheses. The results indicate that customer participation is positively related to zhongyong thinking and service innovation, and zhongyong thinking partially mediates the main effect. In addition, service innovation is more substantial when leadership empowerment is high, and customer participation has a weaker impact on zhongyong thinking when leadership empowerment is low. This study contributes to the employee service innovation literature by confirming that customer participation and employees' zhongyong thinking play vital roles in the Chinese service context. This study also helps service managers understand that empowering their subordinates can facilitate employees' service innovation.     

Achieving favourable customer outcomes through employee deviance

This study advances current knowledge by examining how employee deviance and customer participation during a single employee–customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer’s active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3?×?2 between-subjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer’s participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer’s affective state (affective outcome). Findings illustrate that customers approve employees’ deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study.     

Understanding Participation

The word 'participation' is taken to refer to a situation in which employees have some sort of share in the businesses which employ them. On this basis a classificatory scheme is produced which distinguishes between different forms of participation as well as the sources and motives behind those different forms. Participation as a whole is then distinguished from bargaining between management and labour. In bargaining, separate and opposing interests are accepted. In participation, there is an attempt to produce an over-arching common interest. More importantly, bargaining operates outside those organizational arrangements definitive of a business which grant a strictly subordinate role to labour with respect to management structures and property entitlements. In contrast, participation is a modification of those arrangements up to, but not beyond, a position of equality for labour. It is this which gives participation its essentially reformist character and exposes it to attack from both those seeking a more than participatory share to labour and those for whom even a participating share is excessive.     

Reducing waste management challenges: Empirical assessment of waste sorting intention among corporate employees in Ghana

Waste sorting is seen as an effective and efficient step in annihilating the challenges of solid waste generation, promoting a circular economy, public health, and environmental sustainability. For total public acceptance and participation, it is crucial to understand what motivates and compels consumers to separate waste. Consequently, this study investigates corporate employees’ intention to sort waste in Ghana. The study augmented the theory of reasoned action with convenience, environmental consciousness, hedonic motivations, and awareness of benefits. 401 valid survey responses were statistically assessed using structural equation modeling. Results showed that the conceptual framework accounted for 65.4% of the variance. Attitude, subjective norm, environmental consciousness, awareness of benefits, convenience, and hedonic motivations were positive and significant toward waste sorting intention. Awareness of benefits influenced attitude but not convenience. Also, subjective norms positively and significantly influenced environmental consciousness and hedonic motivation. An ANOVA analysis confirmed the effect of gender, age and education on the inclination to sort waste. Hospitality and Educational sector employees had a higher inclination and intention to sort waste. The study advances literature and understanding on waste sorting among corporate employees and suggests practical solutions for ensuring total embrace and participation in sorting waste.     

外资进入、劳动收入份额与技能工资溢价——来自2008年服务业企业普查数据的经验分析

运用2008年第二次全国经济普查服务业企业数据,文章实证检验了外资进入对服务业企业劳动收入份额和技能工资溢价的影响。结果显示外资企业存在更高的劳动收入份额,且外资进入程度对当地企业的劳动收入份额存在正向的外溢效应。文章进一步将不同所有制类型与技能劳动力占比的交互项引入工资方程,发现外资企业存在更高的技能工资溢价。我们进一步验证了外资进入对当地劳动力市场技能工资溢价的影响。结果表明,在那些外资渗透率较高、市场竞争相对激烈的地区和行业,外资企业的技能工资溢价现象会产生溢出效应,促使当地企业提高对高技能员工的薪酬待遇。因此,在合理发挥服务业外资进入对收入分配优化效应的同时,也要采取相关措施防止其进一步拉大工资差距。     

Preferred human resource development activities and their functions: differences in perspective between managers and employees

This exploratory study uses the learning‐network theory as a framework to investigate how managers and employees differ in their preference for the human resource development (HRD) activities of employees and in the functions they attribute to HRD. The research design was quantitative and cross‐sectional. Data collection took place in six countries in Europe, Asia and North America. A new instrument was used, which views work improvement (WI), career development (CD) and personal development (PD) as three main functions of HRD that can serve managers and employees. Results show that managers and employees prefer different HRD activities for employees to undertake; respectively, formal courses and programs over job experiences, and vice versa. The two groups also differ in the scores they give to WI and PD as relevant functions that employee participation in HRD can provide. It is concluded, therefore, that differences between managers and employees in their views of the relevance of HRD activities should be taken into account in theory and practice when organizing employees’ HRD activities.     

Hierarchical control or individuals' moral autonomy? Addressing a fundamental tension in the management of business ethics

There is a fundamental tension in business ethics between the apparent need to ensure ethical conduct through hierarchical control, and the encouragement of individuals' potential for autonomous moral judgement. In philosophical terms, these positions are consequentialist and Kantian, respectively. This paper assumes the former to be the dominant position in practice, and probably in theory also, but regards it as a misplaced extension of the more general managerial tendency to seek and maintain control over employees. While the functions of such control are recognized, the arguments in favour of individuals' moral autonomy are pursued from both a Kantian and a social–theoretic perspective. Reference is made to Kohlberg's research on moral development that provides an insight into how individuals, through participation in debate with colleagues, might become more effective moral agents within organizational settings. This is contrasted with a managerial perspective, which pays lip service to individuals' right to such genuine involvement. The paper considers psychological manipulation and the legitimacy of managerial authority on matters of ethics, as opposed to in the purely technical context. The wider societal significance of such hierarchical power in organizations constitutes an important background to the paper. It is concluded that genuine, non-manipulative, participation by employees (and others) is the way forward for the ethical management of business ethics.     

仆从领导文化与企业声誉管理

本文将Grahame企业声誉的理论模型运用于仆从领导文化与企业声誉管理内在关系的研究。通过对仆从领导的“齿轮传动模型”的阐释,本文分析了仆从领导文化与企业声誉管理相关的四个特征,即领导知名度、员工参与度、顾客满意度与社区和谐度,揭示了企业文化作用于企业声誉管理的“光环效应”。