Aggressive workplace behavior, motivation, and worker's output: Mediating effect of religiosity among the service sector employees

2021 ◽  
pp. 101625
Author(s):  
Yaoping Liu ◽  
Marria Hassan ◽  
Supat Chupradit ◽  
Mohammed Ageli ◽  
Alaa Mohamd Shoukry ◽  
...  
Keyword(s):  
Service Sector ◽  
Mediating Effect ◽  
Workplace Behavior ◽  
Behavior Motivation

Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

More effective business strategies for financial firms

2019 ◽  
Vol 35 (2) ◽  
pp. 22-24
Keyword(s):  
Service Sector ◽  
Mediating Effect ◽  
Business Strategies ◽  
Performance Measurement System ◽  
Content Type ◽  
Strategic Performance ◽  
Competitive Edge ◽  
Financial Firms ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Service sector companies can secure a competitive edge by using a strategic performance measurement system (SPMS) to better realize business objectives. An emphasis on strategic alignment and organizational learning generates a significant mediating effect on the SPMS–performance relationship and helps such firms better differentiate their service provision. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Servant leadership, organizational identification and turnover intention: an empirical study in hospitals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunil P. Omanwar ◽  
Rakesh Kumar Agrawal
Keyword(s):  
Servant Leadership ◽  
Organizational Identification ◽  
Turnover Intention ◽  
Service Sector ◽  
Turnover Intentions ◽  
Well Being ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Using Data

Purpose This paper aims to study the relationship between servant leadership (SL), employee turnover intention (TI) and organizational identification (OI) in hospitals. Design/methodology/approach The study uses a quantitative approach to investigate the relationships between SL, OI and TI, using data collected from a sample of 266 front-facing employees in a private Indian hospital setup. Structural equation modeling is used to analyze the data and test the hypotheses. Findings The findings reveal that servant leadership has a positive relationship with organizational identification and negatively impacts turnover intentions of the front-facing employee. Further, the study also reveals, contrary to expectations, organizational identification has no significant mediating effect between servant leadership and turnover intentions. Research limitations/implications This research is limited to front-facing employees in hospitals and the study may be extended to other industries in the service sector. Future studies may consider other mediating and moderating variables to fully understand the mechanism of impact of servant leadership on turnover intention. Multi-level studies can also be carried out. Practical implications With the ever-increasing expectations for better patient care, robust leadership models have required that address front-facing employee’s well-being, enabling their attention toward patients. This paper provides the impetus for the development and adoption of servant leadership specifically within hospitals and the service sector. Originality/value This study is one of the few studies that empirically examines servant leadership in the health-care domain. The study also contributes to the extant literature on servant leadership by empirically examining the mediation effect of organizational identification between SL and TI. To the authors’ best of knowledge, this study may be the first of its kind, providing evidence of servant leadership’s impact on turnover intention and organizational identification in hospitals using data from the Indian context.

scholarly journals Crafting Jobs for Occupational Satisfaction and Innovation among Manufacturing Workers Facing the COVID-19 Crisis

2020 ◽  
Vol 17 (11) ◽  
pp. 3953 ◽  
Author(s):  
Tianzhou Ren ◽  
Lele Cao ◽  
Tachia Chin
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Critical Time ◽  
Mediating Effect ◽  
Manufacturing Companies ◽  
Workplace Behavior ◽  
Occupational Satisfaction ◽  
Body Of Knowledge ◽  
Equation Modelling ◽  
The Face

China’s manufacturing employees are confronted with unprecedent occupational and innovation challenges caused by the ongoing COVID-19 crisis coupled with the pressure of being replaced by digital technologies. To gain a better understanding of the rising occupational uncertainty during this critical time, based on the job demands-resources (JD-R) theory, we examined the associations of employees’ job crafting behaviors (JCB) with their occupational satisfaction and innovation workplace behavior (IWB), as well as the mediating effect of work engagement on the above relationships. The final usable data were obtained from the formal survey of 311 employees of six manufacturing companies that have returned to work amid COVID-19. Structural equation modelling was adopted to analyze the data. Results show that employees’ JCB strengthens their occupational satisfaction and IWB via work engagement. Theoretically, our research enriches the existing body of knowledge about JCB from a cross-disciplinary angle integrating the perspectives of career and psychology. Practically, we offer valuable first-hand evidence about how manufacturing employees conducted JCB to re-orient their careers and to innovate in the face of the high unemployment situation.

scholarly journals Total Quality Management System and Organisation Performance: Mediating Effect of Organisational Learning in Nepali Service Sector

2019 ◽  
Vol 4 (1) ◽  
pp. 39-60
Author(s):  
Tina Rawal Saud
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Management System ◽  
Service Sector ◽  
Quality Management System ◽  
Mediating Effect ◽  
Significant Positive Effect ◽  
Total Quality ◽  
The Relationship ◽  
Positive Effect

The main objective of this study was to examine the effect of total quality management system (TQM) on organisation performance along with the mediating effect of organisation learning in Nepali Service sector. The relationship between the TQM system, organisation learning and organisation performance was examined using Pearson correlation coefficient and regression analysis was conducted to test the hypotheses. Data was collected from 240 respondents (i.e., 118 from the ISO certified and 122 from non-ISO certified organisations). The findings of this study suggested that total quality management system had a significant positive effect on organisation performance and organisation learning mediated the relationship between total quality management system and organisation performance. Out of the seven dimensions of the TQM system only top management support, workforce management, customer relations, supplier quality management and process flow management had a significant positive effect on organisation performance. The results of the independent sample t-test further confirmed the high level of organisation performance in ISO certified organisations.

Perceived ethics training and workplace behavior: the mediating role of perceived ethical culture

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raviteja Kancharla ◽  
Anubha Dadhich
Keyword(s):  
Human Resource ◽  
Ethical Dilemmas ◽  
Ethics Training ◽  
Mediating Effect ◽  
Ethical Culture ◽  
Workplace Behavior ◽  
Content Type ◽  
Compliance Requirements ◽  
Workplace Behaviors

Purpose The purpose of this study is to examine the impact of ethics training (ET) on workplace behaviors. The study also aims to test the mediating effect of ethical culture (EC), on the relationship between ET and workplace behaviors. Design/methodology/approach An experimental model has been developed to address the problem statement. The success of ET intervention has been measured in terms of workplace behavior, which is evaluated by job satisfaction, employee commitment and intention to stay. The proposed research model is empirically tested by data collected from 175 mid-level managers in 30 Indian construction firms. Findings The results obtained from process macro showed partial mediation. Stronger perceptions of ET were associated with stronger perceptions of EC. EC is related to positive workplace behavior. Research limitations/implications The partial mediation suggests that there is a need for exploring other potential mediating variables through which ET interventions can succeed. Future research can investigate group-level variables such as team psychological safety, which can potentially explain the complete mediation. Practical implications The results suggest that ET interventions can be used to strengthen the EC in the firms. If the ET intervention is designed purely on the compliance orientation, it will impede the opportunities for long-term development. The focus should not be with the intent to observe ethical conduct. It should be more inclusive and value-oriented. Firms need to sensitize employees and train them on how to deal with ethical dilemmas. Employees are inclined to study in the firms exhibiting a strong EC. In the construction sector, where multiple projects are handled by employees with unique and niche skill sets, retainment of employees is very important. The human resource departments need to think of introducing ET interventions not only from the study of compliance adherence but also with the motive of retaining employees. Originality/value The ET literature seldom discussed long term benefits related to creating an EC. The study critiques the intent of human resource (HR) departments while designing an ET intervention. The ethics intervention is often designed with an intent to fulfill the compliance requirements. This study contrasts this intention and shows the importance of ET intervention to create the EC in the firm, which not only includes compliance requirements like code of conduct but also has a significant focus on sensitizing employees about ethical dilemmas and grey areas.

The transformational leadership role in achieving organizational resilience through adaptive cultures: the case of Dubai service sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rana B.S. Madi Odeh ◽  
Bader Yousef Obeidat ◽  
Mais Osama Jaradat ◽  
Ra'ed Masa'deh ◽  
Muhammad Turki Alshurideh
Keyword(s):  
Transformational Leadership ◽  
Leadership Style ◽  
Service Sector ◽  
Leadership Role ◽  
Mediating Effect ◽  
Organizational Resilience ◽  
Service Firms ◽  
Online Questionnaire ◽  
Content Type ◽  
Adaptive Culture

PurposeThis empirical research draws on the existing theory of transformational leadership, adaptive culture and organizational resilience, and investigates the effect of the elected TQM leadership style “transformational leadership” through the mediating effect of adaptive culture on organizational resilience, that is the key of survival during crises like the recent COVID-19 pandemic, which has severely impacted the business globally.Design/methodology/approachThis study exploited a cross-sectional online questionnaire of a random sample of Dubai service firms, with the unit of analysis being at the firm level. In total, 379 usable responses were received. Regression analysis was conducted to test hypotheses.FindingsThe overall findings of this study supported that transformational leadership is positively associated with both adaptive culture and firm's resilience and significantly impacts them. Adaptive culture was found partially mediating the effect of transformational leadership on organizational resilience.Practical implicationsThe research findings provide important insights to practitioners (managers and leaders) to better improve their transformational qualities, as these qualities are expected to improve the organizational adaptive cultures and capacity of resilience.Originality/valueTo the best of the authors' knowledge, this is one of the first studies to examine the transformational leadership effect on organizational adaptive culture and firm's resilience. This investigation expands the boundaries of leadership style theory into new arenas, attempting to partially address the identified knowledge gap in this vein.

scholarly journals Nexus between Social Capital and Firm Performance: A Critical Literature Review and Research Agenda

2019 ◽  
Vol 14 (8) ◽  
pp. 70
Author(s):  
Kaberia S. Kanini ◽  
Stephen M. A. Muathe
Keyword(s):  
Social Capital ◽  
Low Income ◽  
Service Sector ◽  
Business Environment ◽  
Social Capital Theory ◽  
Small Sample ◽  
Mediating Effect ◽  
Knowledge Gaps ◽  
The Government ◽  
And Performance

Given the importance of social capital in entrepreneurial success and growth, understanding how it can be exploited for optimal performance of the venture becomes critical. While the Government of Kenya, in recognition of the importance of entrepreneurial ventures in driving the economy, has put in both structural and affirmative measures towards enhancement of social capital and support for entrepreneurs, performance of these businesses still remains significantly low. The objectives of this study were to discuss the key constructs, variables and perspectives underlying the conceptualization of social capital and performance, and the arising controversies. Additionally, the study sought to discuss key methodological issues emerging from existing empirical studies, highlight critical knowledge gaps emanating from critical review of the literature and suggest a robust conceptual framework to guide a further study that would address the highlighted knowledge gaps. This study is anchored on the social capital theory which strongly considers social capital as an essential form of capital; one that no business can ignore and expect to survive or thrive. Other supporting theories include the contingency theory, economic theory, anthropological theory and innovation theories. Among the major gaps identified by this study include methodological gaps; most studies reviewed used descriptive design which is known to be the weakest in establishing cause and effect relationships. Some of the studies had very small sample sizes, known to potentially increase errors. Other gaps include contextual gaps; most of the studies considered established businesses where operations tend to be more standardized and innovation is adequately funded, unlike the low income areas where resources are often limited. Conceptual gaps were identified among studies that used direct relationships. For a broader and deeper appreciation of the relationship between social capital and performance, this study recommends conceptualization of a future study whereby the mediating effect of innovation and the moderating effect of operating business environment are considered, preferably within a low income area with less established / informal businesses within the service sector.

Interplay between P-O fit, transformational leadership and organizational social capital

2018 ◽  
Vol 47 (4) ◽  
pp. 913-930 ◽  
Author(s):  
Usman Raja ◽  
Dave Bouckenooghe ◽  
Fauzia Syed ◽  
Saima Naseer
Keyword(s):  
Social Capital ◽  
Transformational Leadership ◽  
Hierarchical Linear Modeling ◽  
Service Sector ◽  
Developed Countries ◽  
Mediating Effect ◽  
Cross Sectional ◽  
Content Type ◽  
Organizational Social Capital ◽  
The Relationship

PurposeUsing social identity theory, the authors hypothesize that transformational leadership (TL) leads to better person-organization fit (P-O fit), which in turn contributes to the emergence of organizational social capital (i.e. OSC). Furthermore, the authors suggest that the relationship between P-O fit and OSC is contingent upon the level of TL. The paper aims to discuss these issues.Design/methodology/approachField study data were used to test the hypotheses. In total, 336 employees from eight different service sector organizations in Pakistan participated in this study. Hierarchical linear modeling was used to analyze the data.FindingsIn support of the hypotheses, the authors found that TL was positively related to both P-O fit and OSC. Also, P-O fit mediated the TL-OSC relationship. Finally, TL moderated the relationship between P-O fit and OSC.Research limitations/implicationsCross-sectional data were collected through self-reports, which raises concerns of reporting bias.Practical implicationsManagers can benefit from the study by focusing on TL as a vehicle for not only achieving change, but also for creating an environment that facilitates better P-O fit and enhanced OSC.Social implicationsThis study provided a rare opportunity to examine the proposed relationships in a developing country. This enhances our insight into the efficacy of theories that have been mainly developed and tested in developed countries.Originality/valuePrevious research hypothesized P-O fit as a mediator between leadership and performance, yet failed to receive support. The current study is unique by demonstrating that TL, as a relational leadership style, contributes to building an important resource (OSC) through the mediating effect of P-O fit.

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