The employee-organization relationship, organizational citizenship behaviors, and superior service quality

This study proposes a model of customer-contact service employee management that examines organizational citizenship behaviors as critical links between aspects of the employee-organization relationship (perceived organizational support, organizational identification) and customers’ perceptions of service quality. In addition, it investigates the role of job autonomy in providing the necessary behavioral discretion for employees to be able to perform citizenship behaviors. The hypothesized model was partially supported. Theoretical and managerial implications are explored.     

The impact of supervisor interpersonal justice on supervisor-directed citizenship behaviors in social enterprises: a moderated mediation model

Abstract

While prior research has examined the strategic role of social enterprise managers in the achievement of a double economic and social performance objective, a clear understanding of the supervisors’ role in fostering employees’ attitudes and behaviors is still lacking. To address this gap, our paper aims to examine the impact of supervisor interpersonal justice on supervisor-directed citizenship behaviors by developing a moderated mediation model. Survey data were collected from 196 supervisor-subordinate dyads employed in diverse French social enterprises. Our results show that psychological contract breach mediates the supervisor interpersonal justice – supervisor-directed citizenship behaviors relationship. Further, employees’ prosocial motivations moderate this indirect effect. Our research provides insight into the mechanisms of social exchange relationships in social enterprises. In a practical perspective, it also demonstrates that the development of an effective HRM in social enterprises requires the implementation of specific training and development programs for managers.     

Incumbent heterogeneity in creative destruction: a study of three Dutch newspaper organisations

With a study of three Dutch newspaper organisations, we identify four dimensions along which incumbent response to discontinuous change may differ: response timing (early or late), size of commitment to the new business (big or small), progression of commitment to the new business (continuous or intermittent), and approaches to bridging the capability gap (internal development, strategic alliance, or acquisition). These response strategies are neither mutually exclusive nor static, and their relative focus differs over time as well as across incumbents. Such inter-temporal and cross-sectional variations in response strategies are influenced by various incumbent-specific characteristics and shaped by interrelated contingencies internal or external to incumbents.     

基于交易行为预测的客户保持最优投入模型研究

相关研究表明.客户保持对企业的利润线有着惊人的影响,有效的客户保持可以导致企业利润可观的改善,客户保持已经成为客户关系管理的重要部分.而客户保持投入的最优化是客户保持工作的关键.在客户交易行为预测的基础上.构建客户保持投入的最优化模型.通过本模型,企业可以计算出在未来交易时间段内对某一类客户细分群体的曩优客户保持投入,并与企业的历史客户保持投入进行比较,从而有效的改善企业的客户保持策略.     

The ugly side of job rotation

This study would examine the effect of job rotation on two common forms of hindrance stressors witnessed among tourism and hospitality employees namely role ambiguity and role conflict of employees on employees in hotel. Besides, this study will examine the impact of the mentioned hindrance stressors on several negative outcomes such as job-related anxiety, anger and sabotage behavior. Moreover, this inquiry further examined the mediation effect of hindrances stressor the relationship between job rotation and anger, job-related anxiety and sabotage behaviors. By applying judgmental sampling technique, data were collected from 193 frontline employees working in 17 five and four-star hotels in Tehran. The relationship between study constructs were tested through structural equation modeling. The findings of the study revealed that hindrance stressors mediate the relationship between job rotation, anger, anxiety and service sabotage.     

Too much of a good thing: The interactive effects of cultural values and core job characteristics on hindrance stressors and employee performance outcomes

This study contributes to research on core job characteristics by examining when employees may perceive enriched jobs as a hindrance stressor and in turn may experience lower performance at work. Utilizing time-lagged data collected from a sample of 386 employee–coworker dyads and drawing on cognitive appraisal theory of stress and coping, we explore the mediating role of hindrance stressors on the relationship between core job characteristics and key employee performance outcomes (i.e., creativity, counterproductive work behaviors, in-role performance, and organizational citizenship behaviors) and the moderating roles of cultural values (i.e., power distance and uncertainty avoidance) in influencing this mediation. The results supported the hypotheses, providing evidence that the experience of hindrance stressors mediates the relationship between core job characteristics and job performance outcomes when employees score high on power distance and uncertainty avoidance cultural values, and not when their scores on these cultural values were low. Practical implications and future research are discussed.     

拇指互动公司

本教学案例以中国内地手机游戏产业的演变过程为背景,描写了成立于2006年9月的厦门拇指互动公司从创立到生存的过程,突出了公司面临发展抉择的难题。拇指互动在创立之初,没有独特的资源和产品优势,时逢手机游戏业务市场处于调整期,企业生存环境艰难,在J2ME市场挣扎生存。山寨手机以及MTK中间件手机游戏平台的出现,为公司找到了一条新的盈利渠道。进入2009年,在3G时代大格局下,拇指互动应该保持J2ME和MTK中间件两条产品线同时进行？还是专注相对高端的J2ME产品线？或相对低端的MTK中间件产品线？选择的战略在管理不完善并依然处于生存期的拇指互动如何执行？公司的CEO方矢君感到困惑。本案例适合战略管理、创业管理和创新管理等课程,尤其适合于克里斯坦森的破坏性创新模式教学的案例讨论使用。     

价值链分工、颠覆性创新与发展中国家的战略抉择

文章从供求关系、商品特性和技术三个层面分析了影响价值链不同环节利润分配的因素,揭示出利润从技术成熟的价值链环节流向不成熟环节的一般规律,比较了维持性创新和颠覆性创新对价值链不同环节之间利润转移的影响,对信息化时代发展中国家的创新战略选择进行了探讨。     

媒体对有限理性投资者投资行为的影响研究

新闻媒体对证券市场的影响越来越大,它会通过影响投资者的行为而影响资产价格。由于我国证券市场并不是强有效市场,加之投资者自身的缺陷,比如投资者有限理性及投资者心理等因素,媒体就可能影响投资者的投资行为。新闻的准确性及来源媒体的权威性、新闻的发布时段以及媒体报道新闻的频率和持久性都会对投资者的行为产生影响。认识到媒体对投资者行为的不同影响,有利于投资者更好地把握新闻,进行理性的投资。     

社会网络对农民工生育观念的影响——来自深圳调查的发现

利用西安交通大学人口与发展研究所2005年深圳市农民工调查数据,从社会网络视角实证分析了流动后农民工生育观念的影响因素。生育讨论网的弱关系和网络成员的生育行为,以及个体在城镇的滞留时间、初次流动时的年龄、受教育程度等因素对流动后农民工的生育观念产生了影响。