Investigating how job autonomy fuel extra-role customer service behavior: mediating role of cognitive and affective trust

The aim of the study is to examine the mediating role of personal initiative in the relationship between job autonomy and subjective well-being in the Turkish education system. In this context, the research was carried out on a sample created by the convenience sampling method on the teachers working in the 2019-2020 Education and Training Period at the primary and secondary education levels within the borders of Ankara Metropolitan Municipality. The data of the research are collected by using three scala, job autonomy scale, subjective well-being scale and personal initiative scale. Relational scanning model was used to determine the direction and level of change between the variables subject to the research, and partial least squares-structural equation model was used for the structural analysis of the established model. SmartPLS package program and R programming language were used in the study. In the analyses, the assumptions that need to be provided about the data were checked first, and then the established model was tested. As a result of the analysis; It has been determined that there is a significant and same-sided relationship between job autonomy, subjective well-being and personal initiative variables, and personal initiative plays a full mediator role in the relationship between work autonomy and subjective well-being. It is considered that the study will contribute to the organizational behavior literature and that the results obtained from the research can form the basis for future studies. Key words: Job Autonomy, Subjective Well-Being, Personal Initiative

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Modern 3PL Services in China: The Role of Trust

10.51240/jibe.2009.2.5 ◽

2009 ◽

Vol 10 (2) ◽

pp. 103-135

Author(s):

Paul Ghijsen ◽

Janjaap Semeijn ◽

Amy Wang

Keyword(s):

Customer Service ◽

Positive Influence ◽

Customer Relationships ◽

Service Performance ◽

Customer Relationship ◽

Social Connections ◽

Mediating Role ◽

Business Operations ◽

Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

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Challenge-hindrance stressors and career initiative: a moderated mediation model

Journal of Managerial Psychology ◽

10.1108/jmp-05-2020-0227 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Yan Liu ◽

Lei Ren

Keyword(s):

Positive Affect ◽

Job Autonomy ◽

Content Type ◽

Mba Students ◽

Mediating Role ◽

Moderated Mediation Model ◽

Part Time ◽

New Perspective ◽

The Relationship

PurposeThe purpose of this paper is to explore the relationship between challenge-hindrance stressors and employees’ career initiative while incorporating the mediating role of positive affect and the moderating role of job autonomy.Design/methodology/approachFive proposed hypotheses were tested using path analysis with two waves of data collected from 136 part-time MBA students.FindingsThe findings show that challenge stressors indirectly facilitate career initiative, whereas hindrance stressors indirectly inhibit career initiative, both with positive affect as mediators. Job autonomy enhances the direct relationship between positive affect and career initiative, as well as the indirect relationships among challenge/hindrance stressors, positive affect and career initiative.Originality/valueThe study brings a new perspective to understanding why an employee conducts career initiative, thereby widening the scope of the antecedents of career initiative. The study discloses positive affect as the mediator that transmits the opposite effects from challenge-hindrance stressors to career initiative. It also identifies job autonomy as an important boundary condition for positive affect to exert its influence on career initiative, as well as challenge-hindrance stressors that influence career initiative via positive affect.

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The mediating role of organizational commitment between emotional exhaustion and turnover intention among customer service representatives in Pakistan

AFRICAN JOURNAL OF BUSINESS MANAGEMENT ◽

10.5897/ajbm11.2411 ◽

2012 ◽

Vol 6 (34) ◽

Cited By ~ 4

Author(s):

Omar Rehman

Keyword(s):

Organizational Commitment ◽

Customer Service ◽

Emotional Exhaustion ◽

Turnover Intention ◽

Mediating Role ◽

Customer Service Representatives

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Service management concepts and the role of banks’ creative economic in Indonesia during the COVID-19 pandemic era

Linguistics and Culture Review ◽

10.21744/lingcure.v6ns1.2035 ◽

2021 ◽

Vol 6 ◽

pp. 277-287

Author(s):

Titik Purwati ◽

Rafidah Rafidah ◽

Atiqi Chollisni ◽

Dina Mayasari Soeswoyo ◽

Ade Risna Sari

Keyword(s):

Customer Service ◽

Service Management ◽

Creative Economy ◽

Random System ◽

The Public ◽

Management Concepts ◽

The Media ◽

Service Behavior ◽

Bank Employees

The COVID-19 pandemic has disturbed people all over the world. The economy is limited, even services in various institutions are also limited. Thus, the purpose of this paper is to describe the concept of service management and the role of developing the creative economy of Banks in Indonesia in the COVID-19 Pandemic Era. This research is descriptive qualitative research. The types of research data are statements and patterns of service behavior of the tire management team in Indonesia. Data were collected through observation and interviews. The interview subjects were the public as bank consumers (respondents) and bank employees. The respondent selection system was used with a random system in accordance with research needs. The results prove the role of customer service in providing information to customers very well. Because the media used customer service in providing the information is very good and customers feel very satisfied for the services provided customer service.

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A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt

International Journal of Marketing Studies ◽

10.5539/ijms.v10n1p136 ◽

2018 ◽

Vol 10 (1) ◽

pp. 136 ◽

Cited By ~ 1

Author(s):

Eman Abdelhamid Hasnin

Keyword(s):

Customer Service ◽

Customer Loyalty ◽

Commercial Banks ◽

Customer Value ◽

Customer Engagement ◽

Suggested Approach ◽

Mediating Role ◽

Statistical Analysis Method ◽

The Relationship

Purpose: The focus of this paper is providing a suggested approach to the nature of the relationship between the customer engagement and customer loyalty through the mediation role of the customer value.Methodology/approach: Through its selection of commercial banks in Egypt and the use of statistical analysis method SPSS.11. The data was analyzed using the AMOS pathway analysis to identify the nature of the relationships between variables.Findings: An artistic approach to understanding develop a model of the the relationship between customer value and customer loyalty within a mediating role of customer engagement in some commercial banks in Egypt. The research found that CE and CL improve the ability to building more effective customer service.

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Job autonomy and employee voice: is work-related self-efficacy a missing link?

Management Decision ◽

10.1108/md-06-2017-0607 ◽

2019 ◽

Vol 57 (9) ◽

pp. 2401-2413 ◽

Cited By ~ 2

Author(s):

Alisher Tohirovich Dedahanov ◽

Changjoon Rhee ◽

Nazokat Gapurjanova

Keyword(s):

Self Efficacy ◽

Design Methodology ◽

Overall Response Rate ◽

Employee Voice ◽

Job Autonomy ◽

Content Type ◽

Work Related ◽

Mediating Role ◽

Prohibitive Voice

Purpose The purpose of this paper is twofold: first, this work replicates the existing research by examining the links between job autonomy and work-related self-efficacy; and, second, it extends the literature by investigating the relationships between work-related self-efficacy and two forms of voice such as promotive and prohibitive and by measuring the mediating role of self-efficacy on the link between job autonomy and promotive and prohibitive voice. Design/methodology/approach The authors used a self-administered instrument to conduct a survey among 1,227 highly skilled employees. The researchers received a total of 904 questionnaires. After disregarding the non-usable questionnaires, the authors retained 813 questionnaires for the study. The overall response rate was 66 percent. Findings The results suggest that work-related self-efficacy has a significant relationship with prohibitive voice and mediates the link between job autonomy and prohibitive voice. Meanwhile, the findings of this study indicate that there is no significant association between work-related self-efficacy and promotive voice. Originality/value This work is the first to identify the association between work-related self-efficacy and prohibitive voice and the mediating role of work-related self-efficacy on the association between job autonomy and prohibitive voice.

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