How and when frontline employees’ resilience drives service-sales ambidexterity: the role of cognitive flexibility and leadership humility

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Yelena Tsarenko ◽  
Jason Thomas Widjaja
Keyword(s):  
Cognitive Flexibility ◽  
Online Survey ◽  
Insurance Industry ◽  
Critical Factor ◽  
Service Industries ◽  
Future Research ◽  
Depth Information ◽  
Frontline Employees ◽  
Cross Sectional ◽  
Content Type

Purpose Service industries increasingly have a need for frontline employees (FLEs) who are both adept and versatile at providing excellent customer services whilst exploring cross-/up-selling opportunities, known as service-sales ambidexterity (SSA). However, engaging in SSA poses various challenges. The purpose of this paper is twofold: First, the authors argue that the resilience of FLEs is a critical factor of their SSA and its effect is mediated by cognitive flexibility. Second, the authors propose a boundary condition – leadership humility – that affects this indirect relationship. Design/methodology/approach Survey data was drawn from two independent studies (N = 547). Study 1 was conducted via an online survey of FLEs involved in both service and sales roles in the insurance industry in North America. Data for Study 2 was collected from FLEs working in several branches of a commercial bank operating in Southeast Asia. The data was analysed using Hayes’ PROCESS Macro and SPSS. Findings Results from these studies reveal that resilience fosters cognitive flexibility, which, in turn, drives SSA. Additionally, leadership humility was found to moderate the indirect effect of resilience on SSA through cognitive flexibility. Research limitations/implications The sample for this study is cross-sectional. Further research could replicate this study using longitudinal data to extract more in-depth information on developmental changes in FLEs. Additionally, the scope of this research is limited to an analysis of employees. However, the phenomenon of SSA is essentially a multi-level subject. Future research could extend the findings of this research by testing other organisational factors that would present a more inclusive framework to explain the SSA phenomenon. Practical implications The findings offer managers a new perspective of achieving the alignment between the service and sales goals of their operations. Originality/value This study contributes to the growing stream of literature on FLE’s resilience and SSA in particular and shows the role resilience plays in FLEs’ dealing with and navigating a constantly changing workplace where SSA has become a norm rather than an exception.

Fashion designers' attitude-behaviour inconsistencies towards a sustainable business model: a neutralisation theory perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Asphat Muposhi ◽  
Brighton Nyagadza ◽  
Chengedzai Mafini
Keyword(s):  
South Africa ◽  
Online Survey ◽  
Emerging Market ◽  
Survey Study ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Study Results ◽  
Sustainable Fashion ◽  
Fashion Designers

PurposeFashion designers in South Africa remain ambivalent in embracing sustainable fashion. This study examines the role of neutralisation techniques on attitude towards sustainable fashion. The study was conducted in South Africa, an emerging market known for water scarcity and pollution emanating from the textile industry.Design/methodology/approachA structured questionnaire was used to collect cross-sectional data from a sample of 590 fashion designers using a web-based online survey. Study constructs were drawn from the neutralisation theory and theory of planned behaviour.FindingsStandard multiple regression analysis results identified denial of injury, appeal to higher loyalties and external locus of control as the major rationalisation techniques influencing South African designers' negative attitudes towards sustainable fashion.Research limitations/implicationsResearch was conducted in South Africa where the concept of sustainable fashion is still at developmental stages. The generalisation of the study findings may be enhanced by extending the study to other markets with a fully developed market for sustainable fashion.Practical implicationsThe study results underscore the necessity of reducing social, structural and institutional barriers associated with the adoption of sustainable fashion. This study provides input towards efforts to develop attitude change strategies to stimulate designers to embrace sustainable fashion.Originality/valueThe research study contributes to theory, practice and future research.

scholarly journals Unlocking the potential of branding in social marketing services: utilising brand personality and brand personality appeal

2016 ◽  
Vol 30 (1) ◽  
pp. 48-62 ◽  
Author(s):  
Ross Gordon ◽  
Nadia Zainuddin ◽  
Christopher Magee
Keyword(s):  
Social Marketing ◽  
Online Survey ◽  
Brand Personality ◽  
Consumer Attitudes ◽  
Future Research ◽  
Multiple Mediation ◽  
Cross Sectional ◽  
Content Type ◽  
Behavioural Intentions ◽  
Marketing Service

Purpose This paper aims to demonstrate the utility of branding theory for social marketing services. Specifically, this is to our knowledge the first to investigate brand personality (BP) and brand personality appeal (BPA) in a single study as predictors for consumer attitudes and intentions to engage with a service. Design/methodology/approach The associations between BP and BPA and their subsequent associations with attitudes and intentions are tested in two service types, i.e. a commercial marketing service (banking) and a social marketing service (health screening). This involved a cross-sectional dual online survey administered to a sample of 395 women 50-69 years old in Queensland, Australia. This sampling criterion represented the primary target audience for the social marketing service, which was breastscreening and was maintained for the banking services sample. Multiple mediation analysis using a bootstrapping approach was conducted using Mplus 6.11. Findings BP and BPA perform similarly across the two service types. BP and BPA are related and have direct and indirect associations with consumer attitudes and behavioural intentions towards both commercial and social marketing services. Specifically, the BP traits of responsibility and activity were found to have significant direct and indirect relationships with attitudes and behavioural intentions towards both commercial and social marketing services. The relationships for the emotionality and simplicity traits were non-significant. The results also suggest that the attractiveness, favourability and clarity BPA traits had the strongest associations with consumer responses. Originality/value This study demonstrates the utility of using branding in social marketing services, which to date has been under-utilised. It also offers originality by combining BP and BPA in the same empirical inquiry, which to date has been examined separately. A new and alternative factor structure for BPA is provided, and future research is recommended to further examine BPA in this and other contexts.

Exploring the impact of gender on challenges and coping during the COVID-19 pandemic

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kathryn Krase ◽  
Leina Luzuriaga ◽  
Donna Wang ◽  
Andrew Schoolnik ◽  
Chantee Parris-Strigle ◽  
...  
Keyword(s):  
Online Survey ◽  
National Level ◽  
Past Research ◽  
Future Research ◽  
Sources Of Information ◽  
Cross Sectional ◽  
Content Type ◽  
The Usa ◽  
And Coping ◽  
The Impact

PurposeRepercussions to everyday life caused by the COVID-19 pandemic disproportionately impacted certain segments of the population, including older adults, communities of color and women. The societal response to reduce the impact of the pandemic, including closing schools and working from home, has been experienced differentially by women. This study explored how individual challenges and coping mechanisms differed for women as compared to men.Design/methodology/approachThis study used an anonymous, cross-sectional, online survey early in the COVID-19 pandemic. Convenience, snowball and purposive sampling methods were used. Data were collected in June 2020 targeting adults living in Canada and the USA, with a total of 1,405 people responding, of which, the respondents were primarily women, White and with high education levels.FindingsThe results of this study confirm previous research that women struggled more to adapt to the pandemic and felt less prepared than men during the COVID-19 pandemic. Further, this study found significant differences in the sources of information and support used by women as compared to men.Originality/valueThe findings of this study not only confirm past research but also highlight that practice and policy responses to this pandemic, and future research on national level crises need to be targeted by gender, so that different needs are effectively addressed. Additionally, this article also identifies sources or challenges, as well as support, in order to inform and strengthen such responses.

Flooded with too many messages? Predictors and consequences of instant messaging fatigue

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juhyung Sun ◽  
Sun Kyong Lee
Keyword(s):  
Digital Media ◽  
Structural Equation ◽  
Online Survey ◽  
Instant Messaging ◽  
The United States ◽  
Equation Modeling ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Outcome Framework

PurposeDuring the digital media era with an explosion of messages, the prevalence of what is known as “message fatigue” has grown. However, there is a lack of understanding toward message fatigue in using instant messengers. Based on the stressor-strain-outcome framework, this study provides a theoretical model to explore possible predictors and consequences of instant messaging fatigue.Design/methodology/approachThe hypothesized model includes communication overload, social overload, instant messaging fatigue, technology and behavioral intention to use instant messaging. Three hundred and eleven responses are collected using an online survey. The authors conduct structural equation modeling to evaluate the hypothesized model and test the hypotheses.FindingsThis study reveals that (1) communication overload and social overload are positively associated with instant messaging fatigue and technostress; (2) higher levels of instant messaging fatigue and technostress are also related to a higher level of intention to discontinue usage; (3) technostress significantly mediates the relationship between instant messaging fatigue and intention to discontinue usage of instant messaging.Research limitations/implicationsThis study is limited to collect data from one university in the United States with a cross-sectional design. Future research should include other countries, different age groups and longitudinal methods to examine instant messaging fatigue.Originality/valueThis study extends existing findings on fatigue in using mobile communication by applying the stressor-strain-outcome framework to IM fatigue and improves the understanding of the potential negative aspects of instant messaging.

Engaging leadership in the job demands-resources model

2015 ◽  
Vol 20 (5) ◽  
pp. 446-463 ◽  
Author(s):  
Wilmar B. Schaufeli
Keyword(s):  
Structural Equation ◽  
Work Performance ◽  
Online Survey ◽  
Job Demands ◽  
Well Being ◽  
Organizational Outcomes ◽  
Job Resources ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type

Purpose – The purpose of this paper is to integrate leadership into the job demands-resources (JD-R) model. Based on self-determination theory, it was argued that engaging leaders who inspire, strengthen, and connect their followers would reduce employee’s levels of burnout and increase their levels of work engagement. Design/methodology/approach – An online survey was conducted among a representative sample of the Dutch workforce (n=1,213) and the research model was tested using structural equation modeling. Findings – It appeared that leadership only had an indirect effect on burnout and engagement – via job demands and job resources – but not a direct effect. Moreover, leadership also had a direct relationship with organizational outcomes such as employability, performance, and commitment. Research limitations/implications – The study used a cross-sectional design and all variables were based on self-reports. Hence, results should be replicated in a longitudinal study and using more objective measures (e.g. for work performance). Practical implications – Since engaged leaders, who inspire, strengthen, and connect their followers, provide a work context in which employees thrive, organizations are well advised to promote engaging leadership. Social implications – Leadership seems to be a crucial factor which has an indirect impact – via job demands and job resources – on employee well-being. Originality/value – The study demonstrates that engaging leadership can be integrated into the JD-R framework.

The 4Cs of mass customization in service industries: a customer lens

2020 ◽  
Vol 34 (4) ◽  
pp. 499-511 ◽  
Author(s):  
Jessica L. Pallant ◽  
Sean Sands ◽  
Ingo Oswald Karpen
Keyword(s):  
Boundary Conditions ◽  
Mass Customization ◽  
Design Methodology ◽  
Service Industries ◽  
Future Research ◽  
Practical Application ◽  
Theoretical Understanding ◽  
Content Type ◽  
Priority Areas ◽  
Research Priority

Purpose Increasingly, customers are demanding products that fit their individual needs. Many firms respond by cultivating product individualization via mass customization, often integrating this capability via interactive platforms that connect them with customers. Despite such customization, research to date has lacked cohesion, often taking the organizational, rather than customer, view. The purpose of this paper is to provide inconclusive theorizing in regard to customization from the consumers’ perspective. Design/methodology/approach The review and synthesis of the literature revealed that co-configuration is an underexplored domain of mass customization. Consequently, an initial conceptualization of co-configuration is developed and compared with current customization strategies. Specifically, the definition and boundary conditions of co-configuration are compared with three domains of mass customization, namely, co-production, co-construction and co-design. This led to the development of research priority areas to establish an agenda for future research on mass customization and its role in customer’ firm relationships. Findings This paper provides the delineation of four distinct consumer customization strategies, conceptualized in a matrix, and proposes separate customer journey visualizations. In advancing the theoretical understanding by means of a unifying typology, this paper identifies three existing Cs of mass customization (co-production, co-construction and co-design) and focuses specifically on a fourth (co-configuration), identified as an understudied mass customization strategy. Originality/value This paper extends the previous conceptualizations of mass customization comprising co-production, co-design and co-construction. The proposed typology establishes a foundation for four research priority areas that can improve both academic rigor and practical application.

Regulation and information asymmetry

2008 ◽  
Vol 16 (1) ◽  
pp. 59-76 ◽  
Author(s):  
Robyn McLaughlin ◽  
Assem Safieddine
Keyword(s):  
Information Asymmetry ◽  
Stock Returns ◽  
Operating Performance ◽  
Cost Benefit ◽  
Future Research ◽  
Information Asymmetries ◽  
Cross Sectional ◽  
Industrial Firms ◽  
Content Type ◽  
Regulated Utilities

PurposeThis paper seeks to examine the potential for regulation to reduce information asymmetries between firm insiders and outside investors.Design/methodology/approachExtensive prior research has established that there are substantial effects of information asymmetry in seasoned equity offers (SEOs). The paper tests for a mitigating effect of regulation on such information asymmetries by examining differences in long‐run operating performance, changes in that performance, and announcement‐period stock returns between unregulated industrial firms and regulated utilities that issue seasoned equity. The authors also segment the samples by firm size, since smaller firms are likely to have greater asymmetries.FindingsConsistent with regulated utility firms having lower levels of information asymmetry, they have superior changes in abnormal operating performance than industrial firms pre‐ to post‐issue and their announcement period returns are significantly less negative. These findings are most pronounced for the smallest firms, firms likely to have the greatest information asymmetries and where regulation could have its greatest effect.Research limitations/implicationsThe paper does not examine costs of regulation. Thus, future research could seek to measure the cost/benefit trade‐off of regulation in reducing information asymmetry. Also, future research could examine cross‐sectional differences between different industries and regulated utilities.Practical implicationsRegulation reduces information asymmetry. Thus, regulation or mandated disclosure may be appropriate in industries/markets where information asymmetry is severe.Originality/valueThis paper is the first to compare the operating performance of regulated and unregulated SEO firms.

scholarly journals Unemployment and spell duration during the Great Recession in the EU

2015 ◽  
Vol 36 (2) ◽  
pp. 216-235 ◽  
Author(s):  
Carlos Gradín ◽  
Olga Cantó ◽  
Coral del Río
Keyword(s):  
Great Recession ◽  
Negative Impact ◽  
Labour Force ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
The Great Recession ◽  
Unemployment Spells ◽  
Practical Implications ◽  
The Eu

Purpose – The purpose of this paper is to analyze the different dynamic characteristics of unemployment in a selected group of European Union countries during the current Great Recession, which had unequal consequences on employment depending on the country considered. Design/methodology/approach – The paper follows Shorrocks’s proposal of a duration-sensitive measure of unemployment, and uses cross-sectional data reported by Eurostat coming from European Labour Force Surveys. Findings – The results add some evidence on the relevance of incorporating spells’ duration in measuring unemployment, finding remarkable differences in unemployment patterns in time among European countries. Research limitations/implications – In this paper unemployment is analyzed for all the labor force. Future research should investigate patterns across specific groups such as young people, women, immigrants or the low skilled. Practical implications – It is generally accepted that the negative impact of unemployment on individual welfare can be very different depending on its duration. However, conventional statistics on unemployment do not adequately capture to what extent the recession is not only increasing the incidence of unemployment but also its severity in terms of duration in time of ongoing unemployment spells. The paper shows an easy and practical way to do it in order to improve the understanding of the unemployment phenomenon, using information usually reported by statistical offices. Originality/value – First, the paper provides a tool for dynamic analysis of unemployment based on reported cross-sectional data. Second, the paper demonstrates the empirical relevance of considering spells’ duration when assessing differences in unemployment across countries or in unemployment trends. This is usually neglected or only partially addressed by most conventional measures of unemployment.

How do you warn them if they speak only Spanish? Challenges for organizations in communicating risk to Colonias residents in Texas, USA

2014 ◽  
Vol 23 (5) ◽  
pp. 533-550 ◽  
Author(s):  
Sudha Arlikatti ◽  
Hassan A. Taibah ◽  
Simon A. Andrew
Keyword(s):  
Nonprofit Organizations ◽  
Online Survey ◽  
Linguistically Diverse ◽  
Risk Information ◽  
Culturally And Linguistically Diverse ◽  
Future Research ◽  
Snowball Sampling ◽  
Content Type ◽  
Diverse Groups ◽  
Communicating Risk

Purpose – The purpose of this paper is to examine the information channels used by public and nonprofit organizations to communicate disaster risk information to Colonias residents in Hidalgo County, Texas. It seeks to find creative and proactive solutions for organizations to improve risk education to these constituents. Design/methodology/approach – Initially a snowball sampling technique was used to conduct six face-to-face interviews. This was followed by an online survey sent to 64 reputational referrals, of which 23 completed the survey, generating a response rate of 34 percent. A comparative analysis between public and nonprofit organizations and the Fischer's exact test were employed to analyze the data. Findings – Channel preferences for providing risk information varied with public organizations using the television (TV) and the nonprofit organizations using bilingual staff for outreach. The television, radio, public events, and bilingual staff were considered to be the most effective while social media (Facebook, Twitter, and city web sites) was not considered at all by both groups. Lack of funding and staffing problems were identified as the primary challenges. Research limitations/implications – One limitation is that the paper focusses on organizations serving Spanish speakers in the Texas Colonias. Future research needs to investigate how other localities at border sites where culturally and linguistically diverse groups might reside, receive and understand risk information. The role of cross-national organizations in creating internationally coordinated plans for disaster communication should also be explored. Originality/value – It highlights the challenges faced by organizations in communicating risk, especially in border communities where culturally and linguistically diverse groups reside.

Consumer values in the Brazilian market for ethical cosmetics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paola Graciano ◽  
Aline Cafruni Gularte ◽  
Fernando Henrique Lermen ◽  
Marcia Dutra de Barcellos
Keyword(s):  
Online Survey ◽  
Personal Values ◽  
Future Research ◽  
Personality Profiles ◽  
Homogeneous Sample ◽  
Environmental Preservation ◽  
Content Type ◽  
Avant Garde ◽  
Ethical Consumers ◽  
Consumer Values

PurposeThe purpose of this paper is to identify the personal values of consumers of ethical cosmetics in Brazil, using the resulting personality types to segment consumers for the development of strategies by Brazilian retailers and international players.Design/methodology/approachThis study administered the psychometric Values and Lifestyles Scale (VALS) via an online survey with 302 consumers of ethical cosmetics. First, exploratory factorial analysis was employed to identify the behavior of VALS' factors within the sample. Second, cluster analysis was performed using hierarchical clustering technique in order to link demographic variables and VALS' types to form specific consumer profiles.FindingsThe study found eight VALS types in the sample respondents but with a different configuration than the original factors. They were named, respectively, “Avant-garde”, “Oriented to fashion”, “Artisans”, “Committed to morality and religion”, “Leader of a group”, “Theoretical”, “Ingenious” and “Conservative”. Results indicated a demographically homogeneous sample with personality profiles mostly placed among VALS' original factors “Experiencer”, “Thinker” and “Innovator”.Research limitations/implicationsResults may vary within other cultural contexts and different means of investigation suggesting future research opportunities.Practical implicationsEthical demands concerning health and environmental preservation are no longer neglectable. The study of consumers' personal values can contribute to formulate suitable retail strategies for expected demands of consumers in the ethical cosmetics segment.Originality/valueThese findings are expected to provide resources for decision-makers, academics, practitioners and marketers concerning several points of sensitivity in their relationship with ethical consumers.

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