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.     

Communication and marketing of services by religious organizations in India

Marketing communication is a vital strategic tool for religious organizations to achieve competitive differentiation. The study uses media richness theory with competitive response to develop hypotheses about the use of personal and non-personal channels by religious organizations. The study uses unique primary survey data on 568 Hindu, Muslim, Christian, Sikh and Jain organizations spread over 7 states in India, collected between 2006 and 2008, to investigate the marketing communication strategy of religious organizations in response to their competitors' use of non-personal communication channels and provision of non-religious services. The findings suggest that if a competitor uses higher non-personal communication channels, then this evokes a retaliatory reaction with the incumbent, increasing their personal communication channels. Second, an incumbent who is more responsive to a competitor increasing their non-religious service provision will respond by increasing their non-personal communication channels and by decreasing their personal channels. The findings have implications for managers who need to select the richness of the media for their communications' strategy in the context of competitive response.     

Biases and Strategic Behaviour in Performance Evaluation: The Case of the FIFA's best soccer player award

In this paper, we study biases in performance evaluation by analysing votes for the FIFA Ballon d'Or award for best soccer player, the most prestigious award in the sport. Our findings suggest that ‘similarity’ biases are substantial, with jury members disproportionately voting for candidates from their own country, own national team, own continent and own league team. Further, we show that the impact of such biases on the total number of votes a candidate receives is fairly limited and hence is likely to affect the outcome of this competition only on rare occasions where the difference in quality between the leading candidates is small. Finally, analysing the incidence of ‘strategic voting’, we find jury members who vote for one leading candidate are more, rather than less, likely to also give points to his main competitor, as compared with neutral jury members. We discuss the implications of our findings for the design of awards, elections and performance evaluation systems in general and for the FIFA Ballon d'Or award in particular.     

Extrinsic psychosocial stressors and workers’ productivity: impact of employee age and industry experience

ABSTRACT

This paper aims to explore the impact of employee age and industrial experience on extrinsic psychosocial stressors that may influence the productivity of workers. Using an integrated theoretical approach, this study examines four extrinsic psychosocial stressors, i.e. work environment, infrastructure, economy and country environment. The data were collected from Pakistani construction industry through a questionnaire survey approach. The study’s findings show that workers having diverse ages did not agree over several work environments and economy-related psychosocial stressors, whereas workers having diverse industrial experiences were in disagreement over numerous country environment and economy-related psychosocial stressors. The study concludes that firms need to mitigate the work environment related psychosocial stressors in young workers, such as, over congestion and inaccessibility to different tools, high temperature and workspace atmosphere. Moreover, organizational and governmental support are direly needed to overcome the country environment-related psychosocial stressors of less experienced workers who are more susceptible to these stressors due to the complex organizational culture, occurrence of natural disasters and unfavourable economic and political state of the country.     

A Measure of Trade Induced Adjustment in Volume and Quality Space

In this paper we contribute to the literature on the measurement of international trade flows. Specifically, we combine changes in the volume and quality in matched trade changes to present a simple new index together with a geometric framework that can be used to visualise changes in quality and volume simultaneously. We illustrate the usefulness of our simple extension with data for trade between Malaysia and China between 1994 and 2004.     

We are who we are: Incorporation of individual culture in customer satisfaction models

Despite the increasing recognition that cultural values have a major impact on consumer behavior, few studies have investigated the effect of individual culture on customer satisfaction in the global banking sector. This study designs a model of customer satisfaction that incorporates Uncertainty Avoidance (UA), and tests it among a sample of 227 Arab customers in the UAE banking sector through structural equation modeling using LISREL. Arab customers are reported to have a high UA, and it would thus be pertinent to determine how this cultural trait affects their consumer satisfaction. It was determined that perceived value and UA are direct antecedents of corporate reputation that in turn has a strong effect on satisfaction. Unexpectedly, service quality was not found to affect satisfaction. Various theoretical and managerial implications arising from the study findings are discussed, as well as potential avenues for further research in this important area.