TQM practice in maquiladora: Antecedents of employee satisfaction and loyalty

In this study, we investigate the transferability of TQM practices to offshore manufacturing firms by validating direct and indirect relationships among top management commitment, HR-focused TQM practices, employee satisfaction, and employee loyalty. Our research objective is to isolate critical TQM practices that would enhance employee satisfaction and loyalty among maquiladora workers. On-site surveys were conducted at two leading maquiladora firms that have long implemented TQM. The statistical results indicate that employee empowerment, teamwork, and employee compensation have a significant and positive influence on employee satisfaction. The improved employee satisfaction leads to a higher level of employee loyalty. In addition, the results indicate that the effects of top management commitment on employee empowerment and teamwork are significantly mediated by employee training, implying that the success of employee empowerment and quality teams can be dependent upon the level of employee training.     

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.     

Transformational leadership,employee turnover intention,and actual voluntary turnover in public organizations

This research seeks to make contributions to the organization-level analysis of voluntary turnover in public organizations. Structural equation modelling is used to explore how transformational leadership makes a difference on employees’ actual quitting behaviour. Moreover, the research provides empirical evidence on the relationship between turnover intention and actual turnover. The findings suggested that transformational leadership not only directly prevents employees from forming intentions to leave but also indirectly does so by cultivating a collaborative culture. Additionally, we found that higher turnover intention leads to higher actual turnover rate, so turnover intention may be a valid proxy of actual turnover behaviour.     

Antecedents and outcomes of employee empowerment practices: A theoretical extension with empirical evidence

Despite being often touted as a best practice to enhance organisational performance, in reality, employee empowerment practices have not been widely adopted. This paper combines transaction cost economics with organisational behaviour and resource‐based views to examine antecedents and outcomes of empowerment practices, from both cost‐efficiency and value‐creation perspectives. On the basis of a study of 99 multinational subsidiaries in China, we found that human asset specificity, a key characteristic of employee–employer exchange, related significantly to organisations' adoption of empowerment practices. We also found that empowerment practices had a positive impact on organisational performance, and they mediated the relationship between human asset specificity and performance. In addition, results showed that task interdependence strengthened the impact of empowerment practices on performance outcome. The paper contributes to research on empowerment practices by offering a theoretically more comprehensive and balanced analysis of why and when empowerment is good for performance, with the support of empirical evidence.     

Leader-member exchange,employee performance,and work outcomes: an empirical study in the Chinese context

In this study, we employed the multidimensional view of LMX (LMX-MDM) to develop a model that captured different antecedents and outcomes of task and contextual performance. We tested this model with a sample drawn from subjects from the People's Republic of China. The results indicated that the affect dimension of LMX-MDM was positively associated with task performance and contextual performance. The contribution dimension of LMX-MDM was positively related to the job dedication dimension of contextual performance. Supervisory ratings of the task performance and the interpersonal facilitation dimension of contextual performance predicted the promotability of subordinates, and task performance influenced subordinates' intention to quit. Limitations and future research are discussed.     

Management and employee involvement in achieving an environmental action-based competitive advantage: an empirical study

The objective of this work is to conduct an empirical study that shows whether certain management and human resource factors influence the achievement of an environmental action-based competitive advantage in a company. To this end, we have taken a sample of 110 factories. Management's deep involvement and its strategic integration, as well as employee motivation and participation, have a positive impact on the achievement of an environmental action-based competitive advantage in a company.     

The interactive effects of organizational and leadership career management support on job satisfaction and turnover intention

In the organizational career management literature, scholars have focused on career management policies, with little attention given to practices that can vary within organizations. And despite its recognized importance, research on the role of leaders in the career management process is also scant. In this study, we investigate the effects of career management practices (OCPs) and leadership career support (LCS) on employee attitudes. Grounded on coping theory, we propose that career support received from line managers can be particularly consequential when OCPs are lacking. We analyze the moderating effects of LCS on the relationship between OCPs and both job satisfaction and turnover intention in a sample of employees from a large Brazilian organization, applying multiple regression analyses. Results showed that OCPs and LCS are positively related to job satisfaction and that OCPs are negatively related to turnover intention. In addition, we confirmed that LCS moderates the relationship between OCPs and both job satisfaction and turnover intention. Finally, we observed that the relationship between OCPs and turnover intention is mediated by job satisfaction. Theoretical and practical implications are discussed.     

Loneliness,job satisfaction,and organizational commitment of migrant workers: empirical evidence from China

This study examines the relationship between loneliness, job satisfaction, and organizational commitment of migrant workers. 213 migrant workers completed the survey. This study found that migrant workers are satisfied with their jobs and are committed to their organizations. Contrary to expectation, migrant workers are not lonely. Age and gender do not have influence on loneliness or organizational commitment. Single migrant workers feel lonelier than the married migrant workers. Married and longer-tenured migrant workers are more committed to the organization. There is no significant correlation between loneliness and organizational commitment. This research also indicates that lonelier migrant workers have higher job satisfaction while job satisfaction has significant positive correlation with organization commitment. Implications include having favorable policies to improve the management and services for migrant workers, a need for regulations to safeguard the migrant workers' rights and interests, and providing favorable living arrangements.     

人格特征对关系利得、顾客满意及忠诚的影响:一项探索性研究

研究采用综合视角,探讨社会归属需要、关系倾向和寻求多样性3个重要的顾客人格特征是否及怎样影响关系利得、顾客满意及忠诚。以美发行业为实证研究背景,运用PLS方法来验证假设模型中各个影响因素相互关系的正确性。结果发现,除了寻求多样性,社会归属需要和关系倾向对关系利得、顾客满意和忠诚都有直接或间接的影响作用;社会归属需要和寻求多样性都是影响关系倾向的前置因素。     

Corporate environmental responsibility,employer reputation and employee commitment: an empirical study in developed and emerging economies

Employer reputation is relevant not only to attract but also to retain qualified employees. While in the past financial incentives have been the most important instrument, corporate environmental responsibility (CER) is becoming more and more relevant as a determinant for employer attractiveness and employee commitment. On the basis of signaling theory, we conducted an empirical study among 215 firms in China, Germany, India and the USA. Our results reveal that green strategy & culture, green technology & products, green recruitment & evaluation and green communication positively influence the environmental reputation of a company as an employer and in turn employee commitment. The signaling effects of these CER activities are similar in Germany and the USA (developed economies) as well as in China and India (emerging economies). An exception is green communication, which has a more positive effect on environmental reputation in developed economies. We conclude with managerial and theoretical implications as well as recommendations for future research.     

Crafting job demands and employee creativity: A diary study

People are more creative on some days than others. Studying how individuals generate creative ideas from day to day could contribute to knowledge regarding the causes of such within-person variations and have practical implications for improving employee creativity across time. By adopting a dynamic resource allocation perspective and a repeated-measure diary design, we developed and examined a theoretical model focusing on the within-person processes of employee creativity. Specifically, we hypothesized that momentary role-breadth self-efficacy predicts daily changes in increasing job challenges, which, in turn, predicts daily changes in employee creativity, and that the latter relationship is accentuated by decreasing hindering demands. Results, based on 818 pairs of matched morning–afternoon observations from 91 employees over 10 workdays, provided support for our predictions. We discuss the theoretical and practical implications of these results for improving employee daily creativity.     

From supply to demand chain management: efficiency and customer satisfaction

How do companies in the fast-growing industries achieve good customer satisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable demand information flows in turn contribute to high efficiency—these are well-researched issues also in other industry environments. But in a fast-growing systems business such as mobile telecommunications industry, the supplier needs to be able to adapt its offering to a wide variety of customer situations and needs. Understanding the customer’s situation and need together with the right offering contributes to good co-operation in improving the joint demand chain, which further leads to superior demand chain efficiency and high customer satisfaction.     

Understanding the relationship between experiencing workplace cyberbullying,employee mental strain and job satisfaction: a dysempowerment approach

Although the literature on traditional workplace bullying is advancing rapidly, currently investigations addressing workplace cyberbullying are sparse. To counter this, we present three connected research studies framed within dysempowerment theory (Kane, K., & Montgomery, K. (1998). A framework for understanding dysempowerment in organizations. Human Resource Management, 37, 263–275.) which examine the relationship between volume and intensity of cyberbullying experience and individual mental strain and job satisfaction; whether the impact is more negative as compared to traditional bullying; and whether state negative affectivity (NA) and interpersonal justice mediate the relationship. Additionally, we also considered the impact of witnessing cyberbullying acts on individual outcomes. A total sample comprised 331 UK university employees across academic, administrative, research, management and technical roles. Overall, significant relationships between cyberbullying exposure and outcomes emerged, with cyberbullying exposure displaying a stronger negative relationship with job satisfaction when compared to offline bullying. Analysis supported an indirect effect between cyberbullying acts and outcomes via NA and between cyberbullying acts and job satisfaction via interpersonal justice. No support for a serial multiple mediation model of experiencing cyberbullying to justice to NA to outcome was found. Further, perceived intensity of cyberbullying acts and witnessing cyberbullying acts did not significantly relate to negative outcomes. Theoretical and practical implications of the research are discussed.     

Crossing the level of employee's performance: HPWS,affective commitment,human capital,and employee job performance in professional service organizations

Extant research on high-performance work systems (HPWS) has primarily examined the effects of HPWS on firm-level performance from a macro perspective and mostly in manufacturing settings. This study extends this literature by integrating social exchange theory and human capital theory perspectives to examine how shop-level HPWS affect employee individual performance in the service context, especially focusing on the small-scale professional service organizations. Data collected from multiple sources included 97 hair salon shop owners and 284 hairdressers as well as objective job performance measured in terms of each hairdresser's average monthly service sales. Results from cross-level analysis indicated that the relationship between shop-level HPWS and employee job performance was mediated by employee affective commitment and their human capital. These findings shed new light on the mechanisms through which HPWS impact employee outcomes and serve to bridge between macro and micro perspectives of human resource management.     

Similarities and differences in employee motivation viewed by Korean and Japanese executives: empirical study on employee motivation management of Japanese-affiliated companies in Korea

This study examines similarities and differences in employee motivation management between Korean and Japanese executives of Japanese-affiliated companies in Korea, based on questionnaire surveys. The respondents' views of employee motivation factors were analysed, by contrast with motivational factors and hygiene factors (maintenance factors) developed by Herzberg. The survey results reveal that both Korean and Japanese executives realize the importance of employee motivation management, and that Japanese executives have a stronger awareness of it than Korean executives. Both recognize it for the sake of high corporate performance, employee job satisfaction and customer satisfaction. Seeing motivation factors: the majority of Korean and Japanese executives regard ‘wage and bonus increases’ as a strong motivational factor; ‘employment stability’ is recognized as a motivational factor by Korean executives; and ‘clarifying company policy and job objectives’ is the most important motivational factor to Japanese executives. Their views of these three factors are not consistent with Herzberg's theory. We also found a recognition gap between Korean and Japanese executives: ‘esteem and praise for job performance’ is a hygiene factor to Korean executives but a motivational factor to Japanese executives.     

Managing people in organizations: Integrating the study of HRM and leadership

The studies of Leadership and HR-Management share a common goal: Developing a better understanding of how to effectively manage people in organizations. Despite this shared goal, these fields of research remain largely independent, with few studies considering how HRM and Leadership co-determine employee motivation and performance. This state of the literature is deplorable as Leadership and HRM have the potential to counterbalance each other; in theory as well as in research design. In this overview article to this special issue, we first highlight similarities and differences in approaches to people management by mapping key approaches to Leadership and HRM on a value framework. Next, we integrate theory on person-environment fit and strategic HR alignment to map seven possible ways in which Leadership and HRM may interact: Independent, Enactment, Supplementary Fit, Synergistic Fit, Complementary Fit, Perceptual Filter, and Dynamic Fit. We discuss the implications of this theoretical framework for future research that studies the intersection of Leadership and HRM.     

Sustainability,performance and organizational strategy: an empirical analysis of public organizations

This paper presents a first time empirical analysis of sustainable management and performance in public organizations. Prior evidence from private firms on the relationship between sustainable management and performance indicates that the benefits of adopting social responsibility practices accrue across a number of dimensions of performance. Empirical analysis of English local government suggests that sustainable management is related to sustainability performance but not to other measures of organizational performance. These conclusions raise questions about the nature of sustainable management in public agencies and the measurement of performance. Copyright © 2005 John Wiley & Sons, Ltd and ERP Environment.     

Putting employee involvement in context: a cross-level model examining job satisfaction and absenteeism in high-involvement work systems

The current study examines how high-involvement work systems (HIWS) influence employee responses to involvement initiatives. While existing research has linked HIWS to individual attitudes, we predict that an organization's HIWS moderate the relationship between employee involvement and job satisfaction and absenteeism. Using multilevel data (8454 employees from 1429 workplaces), we found that employee involvement and HIWS are positively related to employee job satisfaction. Additionally, the results support a cross-level interaction: at high levels of HIWS, employee involvement is negatively related to absenteeism, whereas at low levels of HIWS, the negative relationship is weaker. The implications of the findings are discussed.     

The impact of primary service and servicescape on customer satisfaction in a leisure service setting: an empirical investigation among theatregoers

• This paper investigates the effects of perceived primary service and perceived servicescape on customer satisfaction in theatres. According to a questionnaire study, among n = 2897 theatregoers in 12 German‐speaking theatres, factors pertaining to the perceived primary service are most influential on customer satisfaction (in particular, the perceived artistic quality, followed by visitors' emotional and cognitive response to the performance). Contrariwise, factors pertaining to the perceived servicescape (i.e. seating and view; other customers' behaviour) are only of minor relevance for customer satisfaction. Furthermore, the influence of both perceived primary service quality and perceived servicescape quality on customer satisfaction is subject to moderating individual factors, such as visitors' theatrical competence and their motivation for attending a theatre performance.

Copyright © 2015 John Wiley & Sons, Ltd.