The mechanism and boundary conditions of the relationship between customer incivility and service quality

2019 ◽  
Vol 26 (2) ◽  
pp. 201-218
Author(s):  
Cheng-Chen Lin ◽  
Fong-Yi Lai
Keyword(s):  
Service Quality ◽  
Negative Relationship ◽  
Self Determination Theory ◽  
Need Satisfaction ◽  
Mediation Effect ◽  
Surface Acting ◽  
Study Results ◽  
High Level ◽  
The Relationship

AbstractThis study addresses the causal linkage between customer incivility and service quality through the lens of self-determination theory, according to which need satisfaction as a potential mechanism mediates this relationship. Additionally, it examines the moderating role of surface acting in the relationship between customer incivility and need satisfaction. Dyadic questionnaires were collected from restaurant employees and their customers in Taiwan. A total of 190 employees and 645 customers participated in this study. Results found that need satisfaction mediates the negative relationship between customer incivility and service quality. Surface acting moderates the relationship between customer incivility and need satisfaction as well as the mediation effect of customer incivility on service quality through need satisfaction. Specifically, the indirect effect of need satisfaction on the relation between customer incivility and service quality creativity was more significantly negative at a high level of surface acting than the effect at a low level.

scholarly journals The Impact of Pro-environmental Preference on Consumers’ Perceived Well-being: The Mediating Role of Self-Determination Need Satisfaction

2020 ◽  
Vol 12 (1) ◽  
pp. 436
Author(s):  
Jian Gao ◽  
Jianguo Wang ◽  
Jianming Wang
Keyword(s):  
Well Being ◽  
Psychological Needs ◽  
Need Satisfaction ◽  
Self Determination ◽  
Mediation Effect ◽  
Mediating Role ◽  
Environmental Preference ◽  
The Impact ◽  
The Relationship

This study uses a conceptual research model to explore the mediating role of need satisfaction for competence, relatedness, and autonomy in the relationship between pro-environmental preference (PEP) and consumers’ perceived well-being (PWB). The data were collected on WJX (a Chinese online recruitment platform) from a sample of 514 respondents and analyzed using Smart PLS 3. The results indicated that two need satisfactions (competence and autonomy) fully mediate the relationship between PEP and consumers’ PWB. However, surprisingly, relatedness need satisfaction has no mediation effect in the relationship between PEP and consumers’ PWB. The results demonstrate the pivotal role of self-determination theory in explaining the primary psychological needs that must be met for consumers to perceive heightened states of well-being. Moreover, the results can signify to policymakers how to translate the impact of PEP into consumers’ PWB.

scholarly journals ROLE OF EMPLOYEE ENGAGEMENT ON WORK SATISFACTION REGARDING EMPLOYEE SERVICES QUALITY AT THE GRAND SANTHI HOTEL DENPASAR

2019 ◽  
Vol 2 (1) ◽  
pp. 1-16
Author(s):  
Ni Made Dwi Puspitawati ◽  
Adhi Krisna Yuliawan
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Employee Engagement ◽  
Services Quality ◽  
Work Satisfaction ◽  
Level Of Satisfaction ◽  
Tourism Sector ◽  
High Level ◽  
The Relationship

The hotel is one of the facilities that strongly supports the progress of the tourism sector. Problems most commonly occur in regards to the lack of service quality are due to complaints received and employees who do not understand their functions and tasks clearly. Job satisfaction could be related to this lack of service that in turn affects the level of company engagement. The study examines the role of employee engagement on the relationship between work satisfaction and service quality. Results using path analysis show that work satisfaction influences employee engagement and service quality; and employee engagement influences service quality. Thus, proving that a high level of satisfaction will result in a higher sense of employee attachment to companies, which will create quality services.

scholarly journals Role of Leaders’ Emotional Labor toward Leader’s Job Satisfaction and Emotional Exhaustion: Moderating Role of Psychological Capital

2021 ◽  
Vol 23 (1) ◽  
pp. 36
Author(s):  
Sania Noreen ◽  
Qasim Ali Nisar ◽  
Shahbaz Haider ◽  
Tan Fee Yean
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Psychological Capital ◽  
Negative Relationship ◽  
Public Hospitals ◽  
Surface Acting ◽  
Private And Public ◽  
The Relationship

Everyone has to manage the emotions during their interaction with others; similar case is with the leaders in organizations. Leaders’ actively and continually regulate their emotional state. The crucial role of emotions in interactional process as well in decision making triggers leaders to be vigilant about their emotional labor strategies. Thus emotional labor has become an emerging construct in leadership domain. This study has collected data from 250 doctors working in private and public hospitals in Gujranwala. Findings demonstrated leaders’ deep acting as well as displaying natural emotions are positively associated with job satisfaction and negatively associated with leaders’ emotional exhaustion. Moreover, surface acting has significant positive relationship with leaders’ emotional exhaustion and negative relationship with leaders’ job satisfaction. Psychological capital significantly moderated the relationship between leaders’ emotional labor strategies, leaders’ job satisfaction and leaders’ emotional exhaustion.

scholarly journals The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks

2019 ◽  
Vol 11 (1) ◽  
pp. 192-212 ◽  
Author(s):  
Nur Asnawi ◽  
Badri Munir Sukoco ◽  
Muhammad Asnan Fanani
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional Banks ◽  
The Relationship ◽  
Islamic Values

Purpose Loyalty among customers is the baseline for services to use to grow and sustain their competitive advantage, particularly in the banking industry. There are two primary objectives of this research. First, this study aims to empirically test the Muslim Consumer Service Quality (MCSQ). Second, this study aims to test the mediating effect of Muslim Consumer Satisfaction (MCS) on the relationship between MCSQ and Muslim Consumer Loyalty (MCL) in Indonesian Islamic banks. Design/methodology/approach The proposed hypotheses were tested by collecting data from 280 Indonesian Islamic customers. The collected data were tested using PLS-Graph 3.0. Findings The findings indicate that MCSQ (consisting of Islamic values, Sharia compliance, honesty, modesty, humaneness and trustworthiness) positively influenced MCS and MCL significantly. Further, the results indicate that MCS partially mediates the influence of MCSQ on MCL. Research limitations/implications The data were mainly gathered in Indonesia and the model needs to be tested in other contexts. Furthermore, the questionnaire was distributed among the customers of Islamic banks, and future studies could compare it with the customers of conventional banks or dual account (Islamic and conventional bank) customers. Moreover, further studies should compare between the expectations and reality of the delivered services to understand the service quality gap, which this study did not measure. Practical implications The findings indicate that by measuring the service quality in the Islamic context of Islamic banks, such as MCSQ, the managers can design their services to specifically target their Muslim customers. Furthermore, customer satisfaction must be the focus for the bank’s managers when developing MCSQ to close the gap between the expectations and reality of the delivered services. Originality/value This study empirically tests the developed MCSQ in the context of Indonesian Islamic banks, which is expected to enrich the literature of service marketing. Furthermore, a partial mediation effect of MCS was identified on the influence of MCSQ on MCL, which few studies have discussed previously.

Does sponsorship pay off? An examination of the relationship between investment in sponsorship and business performance

2011 ◽  
Vol 12 (4) ◽  
pp. 72-84 ◽  
Author(s):  
Jonathan A Jensen ◽  
Anne Hsu
Keyword(s):  
Service Quality ◽  
Business Performance ◽  
Mediation Effect ◽  
Professional Football ◽  
Five Dimensions ◽  
Mediating Role ◽  
Confirmatory Factor ◽  
The Relationship ◽  
Satisfaction Relationship

This study examines the mediating role of Overall Service Quality in the service quality-customer satisfaction relationship in the context of professional football. Quantitative data were collected from a survey of 415 spectators attending a professional football game in Greece. A confirmatory factor analysis (CFA) was employed to examine the validity of the scale. Multiple regression analyses was used to assess the mediation effect of Overall Service Quality. Results of the CFA and alpha test supported the psychometric property of the scale. Overall Service Quality was shown to mediate the relationship between the five dimensions of service quality and fans' satisfaction.

scholarly journals Associando a atuação superficial dos gestores ao seu burnout e engagement: O papel moderador das crenças de bem-estar eudaimonicas

Psychologica ◽  
2019 ◽  
Vol 62 (1) ◽  
pp. 23-37
Author(s):  
Esther Gracia ◽  
Yolanda Estreder ◽  
Vicente Martínez-Tur
Keyword(s):  
Emotional Labor ◽  
Negative Relationship ◽  
Well Being ◽  
Surface Acting ◽  
Negative Effects ◽  
Personal Resource ◽  
Study Results ◽  
Dissonance Theory ◽  
Moderating Role

Managers display emotional labor in their interactions with workers, including surface acting (faking emotions). One critical challenge of research is to identify the factors that increase or reduce the negative effects of surface acting on wellbeing at work. “Contribution-to-others” wellbeing beliefs (COWBs) could play a moderating role. COWBs refer to an eudaimonic belief that reflects the degree to which individuals think their own well‐being is based on helping others. To test the moderating role of COWBs, we measured the two central dimensions of burnout and engagement: exhaustion and vigor. Two competing hypotheses were considered. First, based on cognitive dissonance theory, COWBs accentuate the negative relationship between surface acting and wellbeing because individuals are forced to act in a way (surface acting) that is contrary to their beliefs. Second, based on the Job Demands-Resources model, COWBs are a personal resource that protects against the negative effects of surface acting. A total of 95 managers in organizations for individuals with intellectual disability participated in the study. Results supported COWBs as a positive resource, but only for vigor. COWBs mitigated the negative link from surface acting to vigor. By contrast, COWBs did not play a significant moderating role in the prediction of exhaustion.

Retrospective assessment of parental attitudes and the quality of the relationship with siblings during childhood

2021 ◽  
Vol 62 (20) ◽  
pp. 5-21
Author(s):  
Paulina Szymańska ◽  
Magdalena Poraj-Weder
Keyword(s):  
Parental Attitudes ◽  
Negative Relationship ◽  
Childhood Memories ◽  
Negative Attitudes ◽  
Retrospective Assessment ◽  
Gender Factor ◽  
High Level ◽  
The Relationship

Introduction: According to the systems theory, one of the main factors that can modify the siblings’ bond are parental interactions (Derkman et al., 2011). Researchers indicate two approaches in this area: congruential, confirming the similarity between the sibling’s and parents’ relationships, and the compensatory approach regarding the possibility of compensation in siblings’ relations for a negative relationship with the parents. Method: The aim of the study was to investigate the relationship between the retrospective assessment of parental attitudes and the quality of sibling relations in childhood, including the evaluation of the moderating role of gender factor. Five hundred young adults participated in the study. The EMBU questionnaire – My Childhood Memories, STQ-Then – You and Your Siblings – Once, and a sociodemographic survey were used. Results: The study showed a positive relationship between the Emotional Warmth of the mother and father and the positive aspects of the relationship with siblings, i.e. Mutuality, Support, Care and Imitation, and a negative association with Criticism. High Overprotection and Rejection of parents were associated with a high level of Criticism in sibling relationships. Moreover, parents’ Rejection correlated negatively with Mutuality, Support, and Imitation, while mother’s Overprotection correlated negatively with Mutuality and Support. The gender of respondents was a moderator in two relationships: between Rejection of the father and Support in siblings, and the Emotional Warmth of the father and the level of Care between children. Conclusions: The obtained results are consistent with the congruent approach: parental attitudes based on closeness and support translated into a warm and mutual relationship between siblings, while negative attitudes were associated with a lower quality of relations between brothers and sisters. The child’s gender was particularly important in relation to the relationship between the quality of relations with siblings and the father’s interactions.

scholarly journals MEDIATING ROLE OF ETHICAL LEADERSHIP BETWEEN EMPLOYEES EMPOWERMENT AND COMPETITIVE EDGE: A CASE OF COMMERCIAL BANKS IN PAKISTAN

2021 ◽  
Vol 9 (2) ◽  
pp. 219-231
Author(s):  
Muhammad Azizullah Khan ◽  
Mahboob Ullah
Keyword(s):  
Service Quality ◽  
Ethical Leadership ◽  
Commercial Banks ◽  
Skills Training ◽  
Mediation Effect ◽  
Mediating Role ◽  
Competitive Edge ◽  
The Impact ◽  
The Relationship

Purpose of the study: The current study aimed to examine the impact of employee empowerment on reaching a better level of competitive edge through the mediating influence of ethical leadership. Methodology: Dimensions of competitive edge were employed, including (quality, responsiveness, innovation, and efficiency). A quantitative approach was adopted to attain the main objective of the study. A questionnaire was employed to collect data from 258 individuals' of Pakistani commercial banks. SPSS/ AMOS was used to screen and analyze the gathered data. Cronbach's Alpha was used to test the reliability of the study tool. Multiple regression analysis was performed to test the hypotheses of the study. Preacher and Hayes model was deployed to test the mediation effect. Principal Findings: The study's results indicated that ethical leadership mediates the relationship between empowerment and competitive edge. Besides, the study highlighted that ethical leadership influences empowerment in a way that leads to better efficiency and service quality, launching from leaderships' role in increasing awareness of service quality importance and leading employees towards being more creative and innovative. Application of this Study: The study recommended that workers in the bank sector should submit proposals that affect skills training and the expansion of their fields of empowerment in comparison with the previous stage and offer workers with proven skills a chance to engage in decision making to strengthen their skills and provide them with the ability to learn further in the field of banking. Novelty/Originality of this study: This is the first study that has analyzed the mediating role of ethical leadership between employees' empowerment and competitive edge in the context of listed Pakistani commercial Banks.

scholarly journals The The Role of Customer Satisfaction on the Relationship between Service Quality, Price and Word of Mouth (WOM): The Experience of EDTL.EP in Dili, Timor-Leste

2021 ◽  
Vol 3 ◽  
pp. 1-16
Author(s):  
Anderias Tani ◽  
Estanislau De Sousa Saldanha ◽  
Domingos M. B. Barreto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Mediation Effect ◽  
Business Market ◽  
Timor Leste ◽  
Sample Method ◽  
The Relationship

Service quality, price, customer satisfaction and word of mouth (WOM) appear to be the most important variables in today’s business market, and many researchers have focused their attentions on their relationships. This research aims to test the influence of service quality and price to customer satisfaction and WOM, as well as the mediation effect of customer satisfaction in the relationship between service quality and price with WOM. Using accidental sample method, this study collects data from 315 respondents from Timor-Leste Electricity, State-owned Entreprise namely Eletricidade de Timor Leste, Empresa Publica (EDTL.EP) customers who are based in Dili Municipality, and tests hypothesis using SMART-PLS 3.0. Result shows that relationship between both service quality, price, customer satisfaction and WOM have positive and significant effect. This study contributes to the extensive discussions related to service quality, price, customer satisfaction and WOM in different industries. It is also expected to contribute to the improvement EDTL.EP management to provide better service quality and meet customers’ expectation to encourage more positive recommendations to other customers via WOM.

Moderating Role of Gender in the Relationship between Cognitive Errors and Anxiety among Adolescents

2020 ◽  
Vol 4 (1) ◽  
pp. 86-102
Author(s):  
Tasnim Rehna ◽  
Rubina Hanif ◽  
Muhammad Aqeel
Keyword(s):  
Mental Health Problems ◽  
Adolescent Psychopathology ◽  
Future Research ◽  
Cognitive Errors ◽  
Adolescent Anxiety ◽  
Study Results ◽  
The Status ◽  
Manifest Anxiety ◽  
The Relationship

Background: Widespread social paradigms on which the status variances are grounded in any society, gender plays pivotal role in manifestation of mental health problems (Rutter, 2007). A hefty volume of research has addressed the issue in adults nonetheless, little is vividly known about the role of gender in adolescent psychopathology. Sample: A sample of 240 adolescents (125 boys, 115 girls) aging 12-18 years was amassed from various secondary schools of Islamabad with the approval of the Federal Directorate of Education (FDE), relevant authorities of the schools and the adolescents themselves. Instruments: Taylor Manifest Anxiety Scale (Taylor & Spence, 1953) and Children’s Negative Cognitive Errors Questionnaire (CNCEQ) by Leitenberg et al., (1986) were applied in present study. Results: Multiple regression analysis revealed that cognitive errors jointly accounted for 78% of variance in predicting anxiety among adolescents. Findings also exhibited that gender significantly moderated the relationship between cognitive errors and adolescent anxiety. Implications of the findings are discoursed for future research and clinical practice.

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