Contributing to well-being: customer citizenship behaviors directed to service personnel

2011 ◽  
Vol 19 (7) ◽  
pp. 633-649 ◽  
Author(s):  
Romana Garma ◽  
Liliana L. Bove
Author(s):  
Wenceslao Unanue ◽  
Eduardo Barros ◽  
Marcos Gómez

A growing body of research conducted in general life settings has found positive associations between happiness and prosocial behavior. Unfortunately, equivalent studies in the workplace are lacking. Organizational citizenship behaviors (OCBs), the prosocial behaviors at work, have not been properly studied in relation to happiness, despite the positive consequences of both constructs for workers and companies. In response, our research aims to better understand this relationship from several angles. First, using a three-wave longitudinal design, we explored how OCBs and happiness are related to each other over time. Second, happiness was measured from a broad perspective, and three conceptualizations were adopted: the hedonic (e.g., positive affect and life satisfaction), the eudaimonic (e.g., relatedness and autonomy), and the flourishing (e.g., meaning and engagement) approaches. Thus, not only the prospective link between OCBs and happiness was tested, but it was also explored using the three models of happiness previously mentioned. Third, we conducted this longitudinal design in a less typical sample than previous research (i.e., Chile). We found results that supported our main hypotheses: (1) OCBs are prospective positive predictors of hedonic happiness, eudaimonic happiness, and flourishing; (2) the three models of happiness also prospectively predict OCBs. Our findings suggest that OCBs foster a broad range of happiness facets, which in turn fosters back the emergence of more OCBs, leading to a virtuous circle of prosociality and well-being in the workplace. This positive spiral benefits not only workers’ quality of life, but also organizations’ profitability and sustainability. Theoretical and applied implications for the field of Positive Organizational Psychology are discussed.


2020 ◽  
pp. bmjmilitary-2020-001603
Author(s):  
Hannah Taylor ◽  
O Quantick ◽  
D Ross

To deny the SARS-CoV-2 virus easy options for sustained transmission, commanders should model adherence to, and ensure implementation of, social mitigation measures. While some measures can be achieved at the organisational level through policy, every Service person’s experience of the COVID-19 pandemic will have differed, affected by a range of personal, occupational and geographical factors. A successful recovery phase for each Service personnel (SP) therefore relies on localised assessments and individualised support plans. The return of SP to the physical environment must be safe, and the financial needs of their whole family must be considered. Commanders must understand the need for balance in supporting social reconnection both personally and in the workplace. Commanders have an important role in the development of SPs’ mental resilience; supporting mental well-being, early recognition of deteriorating mental health and signposting, and compassionate understanding of the needs of SP deployed or bereaved. Disruptions to healthcare service provision will impact the duration of medical downgrading, workforce capacity and operational effectiveness according to extant parameters, which must be understood by commanders. Likewise, functional fitness may have been adversely affected. Physical health and fitness recovery can be supported by time-based extensions to occupational health policy and graduated return to work physical training programmes.


2019 ◽  
Vol 14 (4) ◽  
pp. 578-596 ◽  
Author(s):  
Todd J. Weber ◽  
James B. Avey

Purpose The purpose of this paper is to examine the influence of both value congruence between employees and supervisors as well as the important role of employee voice for optimal outcomes in organizations. Design/methodology/approach A heterogeneous sample of 495 working adults across business sectors completed instruments on value fit, voice, citizenship behaviors, commitment and psychological well-being. Findings Results suggest when employees experience value fit with their immediate supervisor, they express voice in organizations. Employee voice partially mediated the effects of value congruence on citizenship behaviors, commitment and psychological well-being. Originality/value While it is common for employees and supervisors to share and observe personal values at work, few studies have considered the effects of alignment between these values. Further, this is one of the very few studies that have considered the employee consequences of this value congruence.


2017 ◽  
Vol 2017 (1) ◽  
pp. 10447
Author(s):  
Dongwon Choi ◽  
Remus Ilies ◽  
Katrina Jia Lin

Author(s):  
William P. Jimenez ◽  
Xiaoxiao Hu ◽  
Rebecca Garden ◽  
Xiaofei Xie

Abstract. We examined the factor structure of the recently developed worker well-being measure Workplace PERMA Profiler and relationships between PERMA dimensions (i.e., positive emotions, engagement, positive relationships, meaning, accomplishment) and job performance (viz., task performance, organizational citizenship behaviors benefiting individuals and the organization at large). The measure exhibited metric (i.e., weak) invariance across samples of participants from the United States ( N = 284) and China ( N = 420). Additionally, for participants who responded to both the Workplace PERMA Profiler and the performance measures, there was a general pattern of positive PERMA–performance relationships across both samples ( NUS = 147; NChina = 202). Overall, the Workplace PERMA Profiler may have problematic psychometric properties and item wordings and thus would benefit from further refinement.


RISORSA UOMO ◽  
2009 ◽  
pp. 323-336
Author(s):  
Guido Alessandri ◽  
Ramona Di Domenicantonio ◽  
Sherilyn Boccianti

- The aim of the study is to investigate the psychometric properties of the positive orientation scale, in an organizational setting. This study involves 360 individuals working for a national organization. Results from confirmative factor analysis demonstrated the structural stability of the scale, composed by three first order factors (orientation toward self, the others and the future) and one second-order factor (positive orientation). Criterion validity was further corroborated with regard to self-report measure (such as perceived work self-efficacy and job satisfaction) as well as with regard to other evaluated (colleagues) organizational citizenship behaviors.Keywords: positive orientation, organizational citizenship behaviours, optimal functioning, well-being.Parole chiave: orientamento positivo, comportamenti di cittadinanza organizzativa, funzionamento ottimale, benessere.


2018 ◽  
Vol 46 (2) ◽  
pp. 323-337 ◽  
Author(s):  
Suhuan Duan ◽  
Zhiyong Liu ◽  
Hongsheng Che

Since the global financial crisis in the first decade of the 21st century, ethical leadership has emerged as a form of organizational management that promotes employee well-being, positive citizenship behaviors, and innovation. In this study, we examined the relationship between ethical leadership and employee creativity in Chinese businesses. We hypothesized the mediating roles of psychological empowerment and willingness to take risks in the relationship between ethical leadership and employee creativity. Survey data were collected from 380 employee–supervisor pairs working in 8 businesses across 5 sectors of the economy. The results indicated that, as hypothesized, a positive relationship exists between ethical leadership and employee creative behaviors. Psychological empowerment and willingness to take risks were found to partially mediate this relationship. The theoretical and practical implications of the findings are discussed.


2016 ◽  
Vol 28 (7) ◽  
pp. 1310-1337 ◽  
Author(s):  
Jen Chun Wang ◽  
Yi-Chieh Wang ◽  
Yang-Fei Tai

Purpose The purpose of this paper is to study the components and service standards of delightful service by conducting a comprehensive literature review and applying the Delphi survey method. Design/methodology/approach This study conducted a three-round Delphi survey to consolidate the experience of 11 experts in implementing delightful service. To ensure the recruitment of experts who were knowledgeable in delightful service delivery, the panellists were chosen from service- and hospitality-related industries; the respondents were hotel managers, senior frontline service personnel and academic educators who were knowledgeable in both the service industry and service innovation. Findings By integrating professional experiences from both academics and hotel practitioners, we conclude that hotel facilities and amenities, environment and ambiance design and service personnel’s service delivery practices are essential elements for creating a unique and unforgettable consumer experience. Distinctive hotel facilities and ambiance provide a unique experience, which can leave memorable impressions on customers. Being able to detect customers’ emotional conditions and hidden needs through attentive and proactive service practice and providing attentive and customized service are pivotal for service personnel. Advanced service performance enables attending to customers’ personal well-being and caring for their unique needs effectively. The proposed standard for service provision exceeds customer expectations. Research limitations/implications First, the number of panellists was low, limiting the generalizability of the results. Future studies should increase the number of panellists. Second, this study focused only on the hotel industry in Taiwan. The results may not be generalizable to other hospitality industries or other countries. Future studies can duplicate this study in other hospitality industries and in other countries to broaden the understating of the elements and service standards of delightful service. Practical implications The results of this study provide a practical guideline for implementing delightful service. Hotel practitioners are advised to increase the degree of refinement, variety and attentiveness of their facilities and amenities; use sensory elements in their hotel environment and ambiance design; and advance staff members’ service skills to be more proactive, attentive, empathetic and customer-oriented. Carefully designing the core product and advancing the service delivery style can provide hotel guests with an exceptional and unique lodging experience, thus achieving delight. Originality/value This study provides a comprehensive understanding of the implementation of delightful service.


2020 ◽  
pp. 026461962097368
Author(s):  
Lauren R Godier-McBard ◽  
Claire L Castle ◽  
Nikki Heinze ◽  
Syeda F Hussain ◽  
Shelby Borowski ◽  
...  

Research has shown that visual impairment may impact daily functioning, health, and well-being negatively for adults of all ages. Ex-service personnel (‘veterans’) too may be at risk of poor health and well-being outcomes associated with post-military life, and this may be exacerbated by the presence of visual impairment. Despite this, research considering the experience of blind veterans has been limited and has not yet assessed well-being for these individuals across a broad spectrum of life domains. Rather, it has highlighted poor mental health and psychological well-being in working-age visually impaired veterans. However, the experiences of older visually impaired veterans (who make up the majority of visually impaired veterans in the United Kingdom) have been poorly represented in the literature. This pilot study aimed to provide a preliminary assessment of holistic well-being in an adult sample of 97 UK blind veterans, predominantly composed of older age veterans (majority over 80 years). Cross-sectional well-being data were collected using a validated measure of well-being (the Well-Being Inventory [WBI]). Results suggest that members of Blind Veterans UK are functioning well and are satisfied across four life domains (vocation, finances, health, and social relationships). Lower health satisfaction was identified, particularly in blind veterans with comorbid mental health conditions. Results are discussed in relation to the older age of the sample, the limitations of face-to-face survey administration, and the applicability of the WBI finance domain in this age cohort. Recommendations are made for future research in this population.


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