Service gifts, collective social connection and reciprocity

2020 ◽  
Vol 54 (10) ◽  
pp. 2477-2500
Author(s):  
Yihui (Elina) Tang ◽  
Christian Hinsch ◽  
Donald J. Lund ◽  
Husni Kharouf
Keyword(s):  
Field Experiments ◽  
Critical Role ◽  
Empirical Work ◽  
Future Research ◽  
Social Connection ◽  
Content Type ◽  
Moderating Role ◽  
Insight Into ◽  
Research Show

Purpose This study aims to investigate the process of service gifting (i.e. unexpected upgrades or benefits) and examine why service gifts do not always result in firm-beneficial reciprocal behaviors from consumers. Design/methodology/approach Through a series of three studies including both scenario-based and game-theory-based experiments, this research proposes and empirically validates a conceptual model that examines the effect of service gifts on firm-beneficial reciprocal behaviors, and the role of collective social connection and norm of positive reciprocity (NPR) in this process. Findings The findings of this research show that the consumer’s feelings of collective social connection mediate the link between the provision of service gifts and firm-beneficial outcomes. Furthermore, an individual’s adherence to NPR moderates this process. Specifically, individuals with a strong adherence to NPR do not display increases in collective social connection following the receipt of a service gift. Those who are low in NPR follow the expected pattern of increased collective social connection leading to reciprocation. Research limitations/implications Future research may further generalize the model to other situations such as high vs low context cultures. Longitudinal field experiments can be used to further investigate collective versus relational social connection, which can be either a by-product or a primary benefit derived from service delivery. Practical implications The results of this research reveal the critical role of collective social connection which has been largely ignored in service gifting research. It encourages managers to use service gifting to directly boost consumers collective social connection. Furthermore, it offers managers insight into why service gifts do not always result in firm-beneficial outcomes because of the moderating role of NPR. Originality/value The roles of social connection and the norm of reciprocity have been under-studied in both theoretical and empirical work on service gifting. This paper demonstrates that, contrary to traditional thought, those typically expected to reciprocate the most (i.e. high in NPR) may not realize increased collective social connection leading to reciprocation following receipt of a service gift.

scholarly journals Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations

2016 ◽  
Vol 30 (6) ◽  
pp. 643-658 ◽  
Author(s):  
Jackie L.M. Tam ◽  
Piyush Sharma ◽  
Namwoon Kim
Keyword(s):  
Service Delivery ◽  
Critical Incident ◽  
Future Research ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Delivery Outcome ◽  
Cultural Orientations ◽  
Moderating Role

Purpose This paper aims to examine the role that personal cultural orientations play in customer attributions in intercultural service encounters. Design/methodology/approach A conceptual model was developed depicting the relationships between service delivery outcome, personal cultural orientations and customer attributions. Data were collected from 640 Chinese and Western customers using scenario-based experiments in a restaurant context to assess the hypothesized relationships in the model. Findings The findings show that compared to service delivery success, customers tend to hold service employee and firm responsible for service delivery failure rather than themselves and cultural differences. Moreover, personal cultural orientations partially moderated the influence of the service delivery outcome on customer attributions. Research limitations/implications Future research could adopt different methodologies such as critical incident techniques and surveys to replicate the study. Practical implications Service firms are recommended to design programs to influence customer attributions such as “customer education programs” and “customer appreciation programs” to achieve high customer satisfaction. Originality/value This study examines the differences in customer attributions between successful vs unsuccessful service delivery. It also sheds light on the potential moderating role of personal cultural orientations on the relationship between service delivery outcome and customer attributions.

Power asymmetry, egalitarianism and team learning – Part 1: conceptualizing the moderating role of environmental hardship

2020 ◽  
Vol 27 (5) ◽  
pp. 389-401 ◽  
Author(s):  
Ruchi Sinha ◽  
Christina Stothard
Keyword(s):  
Conceptual Model ◽  
Design Methodology ◽  
Team Learning ◽  
Future Research ◽  
Power Dynamics ◽  
Power Asymmetry ◽  
Content Type ◽  
Military Teams ◽  
Moderating Role

Purpose This paper aims to understand the effects of team power asymmetry (hierarchy) on team learning. Design/methodology/approach Literature suggests that power asymmetry can hurt team learning due to unequal interactions. The authors integrate the situated focus theory of power and the theory of adversarial growth to propose that environmental hardship can moderate this relationship. Such that, under environmental hardship there is a shift in power relations within hierarchical teams, such that power asymmetry positively relates to team learning via increased team egalitarianism (interactional equality). Findings The study is presented in two parts. Part 1 reviews the literature and builds the theoretical arguments for the conceptual model, while Part 2 empirically examines the model on a sample of military teams. In Part 1, the authors propose a theoretically derived model and directions for future research in team power, dynamics and learning. Research limitations/implications It provides directions to empirically validate a contingency-based model to resolve the dilemma of creating equality and high levels of team learning in hierarchical teams. Originality/value The conceptual model and hypotheses contribute to the team learning literature by theoretically clarifying the conditions under which power asymmetry is likely to improve team learning.

Exploring hotel employees’ regulatory foci and voice behavior: the moderating role of leader-member exchange

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
You-De Dai ◽  
Wen-Long Zhuang ◽  
Po-Kai Yang ◽  
Yi-Jun Wang ◽  
Tzung-Cheng Huan
Keyword(s):  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Leader Member Exchange ◽  
Voice Behavior ◽  
Content Type ◽  
Hotel Employees ◽  
Member Exchange ◽  
Moderating Role

Purpose Drawing on leader-member exchange theory and regulatory focus theory, the purpose of this study is to explore the effects of hotel employees’ regulatory foci on their voice behavior and the moderating role of leader-member exchange. Design/methodology/approach The questionnaire includes demographics, regulatory foci, leader-member exchange and voice behavior sections. The data was collected via a survey of 10 international tourist hotels in Taiwan and 479 valid questionnaires were completed. Confirmatory factor analysis and path analysis were used to test the composite reliability, discriminant validity and convergent validity. Multiple regression analysis was used to test the hypotheses. Findings The outcome of this study indicates that both promotion focus and prevention focus can benefit employees’ voice behavior; however, prevention-focused employees have more positive voice behavior than promotion-focused employees. In addition, the leader-member exchange can moderate the relationship between regulatory foci and voice behavior. Originality/value This is an empirical study in the hotel field to examine the moderating effects of leader-member exchange on the relationships between regulatory foci and voice behavior. This research is contributed toward human resource management literature in the hospitality and tourism domain. Practices for managers and suggestions for future research are discussed.

Drivers of intention to use Murabaha financing: religiosity as moderator

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naqeeb Ullah Atal ◽  
Mohammad Iranmanesh ◽  
Fathyah Hashim ◽  
Behzad Foroughi
Keyword(s):  
Social Influence ◽  
Reasoned Action ◽  
Intention To Use ◽  
Content Type ◽  
The Impact ◽  
Positive Effect ◽  
Moderating Role ◽  
Insight Into ◽  
Religious Obligation

Purpose The purpose of this paper is to investigate the determinants of Muslims’ attitude and intention towards Murabaha financing by considering religiosity as a moderator. Design/methodology/approach The data were collected through a survey of 373 Muslims in Afghanistan and were analysed using the partial least squares technique. Findings The results showed that social influence and religious obligation have a positive effect on attitude towards Murabaha financing. Furthermore, social influence and attitude have a positive effect on the intention to use Murabaha financing. Religiosity moderates negatively the impact of social influence on attitude towards Murabaha financing. Practical implications Managers and marketers of Islamic banks may benefit from the findings of this study, which provide insight into the factors that should be considered to promote Murabaha financing. Originality/value The findings contribute to the literature on Islamic financing products by demonstrating the drivers of attitude towards and intention to use Murabaha financing. The study also extends the literature by testing the moderating role of religiosity. Furthermore, the study extends the theory of reasoned action in the context of Islamic financing by introducing religious obligation as a potential driver of attitude and religiosity as a moderator.

scholarly journals Job insecurity and performance over time: the critical role of job insecurity duration

2019 ◽  
Vol 25 (3) ◽  
pp. 325-336 ◽  
Author(s):  
Maike E. Debus ◽  
Dana Unger ◽  
Cornelius J. König
Keyword(s):  
Job Performance ◽  
Job Insecurity ◽  
Critical Role ◽  
Future Research ◽  
Appraisal Theory ◽  
Stress Reactions ◽  
Content Type ◽  
Dynamic Perspective ◽  
Over Time

Purpose Research on the relationship between job insecurity and job performance has thus far yielded inconclusive results. The purpose of this paper is to offer a more dynamic perspective on the effects of job insecurity on job performance. Design/methodology/approach Drawing from cognitive appraisal theory, research on critical life events, and stress reactions as well as more general theorizing around the role of time, this paper proposes that individuals’ job performance reactions to job insecurity will be dynamic over time. Findings Adopting a person-centered perspective, this paper suggests that there are seven subpopulations that differ in their intra-individual job performance change patterns over time. Research limitations/implications This paper presents potential predictors of subpopulation membership and presents an agenda for future research. Originality/value We contribute to the literature by introducing a dynamic perspective to the study of job performance in the context of job insecurity. Delineating a set of open questions that follow from the presented theoretical arguments, the authors also hope to stimulate future research in the context of job insecurity and job performance.

An Examination and Extension of the Theory of Gamified Learning: The Moderating Role of Goal Orientation

2020 ◽  
pp. 104687812095874
Author(s):  
Caribay Garcia- Marquez ◽  
Kristina N. Bauer
Keyword(s):  
Goal Orientation ◽  
Self Efficacy ◽  
Empirical Work ◽  
Goal Orientations ◽  
Amazon Mechanical Turk ◽  
Future Research ◽  
Performance Goal ◽  
Gamified Learning ◽  
Moderating Role

Background. Landers (2014) proposed the theory of gamified learning to provide a theoretical framework for gamification research. Unfortunately, little empirical work has tested this theory. Thus, the current study aimed to close this gap by examining the theory’s mediational pathway as well as exploring the moderating role of goal orientation on the pathway from Assessment game attributes (i.e., assessment and progress) to self-efficacy to learning outcomes. Method. A gamified resume course was developed on a gamification software platform. Participants ( N = 185) were recruited through Amazon Mechanical Turk and randomly assigned to one of four conditions (i.e., badges, progress bar, badges and progress bar, and control). Participants responded to a pre-course questionnaire containing demographics and the goal orientation measure, were directed to the course website to complete the gamified resume course and knowledge measure, and were finally re-directed to a post-course questionnaire collecting job search self-efficacy. Results. There was little support for the hypothesized moderated mediation model. However, an interesting outcome of this study was the significant conditional indirect effect of the badge condition for average learning and high avoid performance goal orientations, suggesting badges can improve self-efficacy in gamified learning. Discussion and Conclusion. A key takeaway of this study was preliminary evidence suggesting badges may help mitigate the negative effects of avoid performance goal orientation on self-efficacy. This finding demonstrates how individual differences play a role in learners’ responses to game attributes in a gamified learning experience. Practical implications, limitations, and directions for future research are discussed.

Metaphors we manage and develop quality by

2020 ◽  
Vol 12 (4) ◽  
pp. 405-416
Author(s):  
Johan Lilja ◽  
Pernilla Ingelsson ◽  
Kristen Snyder ◽  
Ingela Bäckström ◽  
Christer Hedlund
Keyword(s):  
Quality Management ◽  
Literature Review ◽  
Design Methodology ◽  
Dynamic Properties ◽  
Critical Role ◽  
Critical Discussion ◽  
Future Research ◽  
Content Type ◽  
Selection Of

Purpose Metaphors are a powerful and human way of understanding and experiencing one kind of thing in terms of another. In quality management (QM), several metaphors are used to describe and bring to life the often-abstract QM concepts and systems. These metaphors are of great importance for how QM is understood, communicated and practiced. However, the metaphors of QM have seldom been systematically screened or put in focus, neither the topic of a critical discussion. The purpose of this paper is hence to contribute with a screening of the metaphors currently used, within QM literature and in practice among QM leaders, and then elaborate on their potential for improvement and development. Design/methodology/approach The paper is based on a literature review combined with interviews of QM leaders. Findings The paper highlights that the current QM metaphors provide intuitive associations to properties such as stability, shelter, and structure, but not to the important dynamic properties of QM, such as learning, or to the critical role of people in QM. What can be seen as core properties of QM are communicated by texts or labels added on to metaphors with properties that often are in sharp contrast to them. The paper also provides suggestions for further improvements and development. Originality/value The paper highlights the area of metaphors within QM as an important area for future research. It also provides insights concerning the successful use and selection of metaphors in future QM practice.

Unraveling the complex nexus of punitive supervision and deviant work behaviors: findings and implications from hospitality employees in Pakistan

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aisha Sarwar ◽  
Lakhi Muhammad ◽  
Marianna Sigala
Keyword(s):  
Explanatory Power ◽  
Work Behavior ◽  
Future Research ◽  
Cognitive Mechanisms ◽  
Theoretical Understanding ◽  
Content Type ◽  
Deviant Behaviors ◽  
The Impact ◽  
Moderating Role

Purpose The study adopts the conservation of resources (COR) theory for providing a better theoretical understanding of punitive supervision as an antecedent of employees’ minor deviant behaviors (namely, employee time theft and knowledge hiding) via creating cognitive mechanisms (employees’ perceived incivility). The purpose of this paper is to examine the moderating role of employees’ RESILIENCY on employees’ ability to buffer the impacts of punitive supervision. Design/methodology/approach Data was gathered from 265 frontline hospitality employees in Pakistan. A survey was administered in person to establish trust and rapport with employees and so, collect reliable data. Findings The findings confirmed a direct and mediated impact of punitive supervision on employee minor deviant behaviors via creating perceived incivility. The moderating role of employees’ resiliency was also confirmed, as the employees’ resiliency helped them mitigate the impact of punitive supervision on perceived incivility. Research limitations/implications Data was collected from employees’ perceptions working in one industry and cultural setting. As employees’ perceptions (influenced by their cultural background) significantly affect their interpretations and reactions to punitive behavior, future research should validate and refine the findings by collecting data from a wider and diversified cultural and industry setting. Practical implications The findings provide theoretical explanatory power of the drivers and the contextual factors leading to minor employee deviant behaviors. The findings guide managers on how to develop pro-active and re-active strategies for deterring the occurrence and eliminating the consequences of punitive supervision. Originality/value This study contributes to the literature in multiple ways. It identifies and validates punitive supervision as an antecedent of Deviant Work Behavior (DWB). It provides a theoretical underpinning for explaining how punitive supervision spurs cognitive mechanisms, which in turn drive DWB. It also studies the nexus between destructive supervision and its outcomes in its entirety by studying the mediated and the moderating impacts of punitive supervision and perceived incivility, respectively.

Principals' intentions and anticipated challenges in implementing nutrition education

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fozia Ahmed Baloch ◽  
Shaik Abdul Malik Mohamed Ismail ◽  
Nazir Ahmed Jogezai
Keyword(s):  
Secondary School ◽  
Nutrition Education ◽  
School Principals ◽  
Secondary School Principals ◽  
Critical Role ◽  
Future Research ◽  
Content Type ◽  
Roles And Responsibilities ◽  
Mixed Method Design

PurposeThis study aimed to know principals' intentions of implementing nutrition education (NE) and explore the challenges they may anticipate while implementing NE in their respective schools.Design/methodology/approachThe study employed a sequential mixed-method design using a questionnaire and interviews to collect data. The quantitative data were collected from 378 secondary school principals, while 16 school principals were interviewed.FindingsThe study found principals with positive intentions towards implementing NE. The results also highlighted challenges related to capacity building, resources (both human and physical), policies and plans, roles, and responsibilities of the implementers (teachers and principals), support from higher authorities, community participation and teachers' unions. This study concludes that principals' intentions remain central to the implementation of NE in schools. However, it is necessary to overcome those challenges before its implementation.Research limitations/implicationsThe study sought to ascertain principals' intentions rather than their actual behaviour of NE implementation and hence remains limited in this area, which future research may consider. Furthermore, the research is limited to the principals' opinions on the anticipated challenges associated with NE implementation. The study did not solicit the opinions of other stakeholders, such as education managers, policymakers, teachers and communities.Originality/valueThe article is significant in terms of NE being implemented in schools to improve students' physical and academic wellbeing. The critical role of principals has been investigated by determining their intentions and the anticipated challenges associated with implementing NE. The authors declare the originality of the data.

Impacts of cooperative and competitive personalities on tacit knowledge sharing among Chinese employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ying Zhang ◽  
Haoyu Chen ◽  
Ersi Liu ◽  
Yunwu He ◽  
Edwin Cheng
Keyword(s):  
Knowledge Sharing ◽  
Tacit Knowledge ◽  
Organizational Support ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Mediating Role ◽  
Tacit Knowledge Sharing ◽  
Moderating Role

Purpose The purpose of this paper is to study the influence of cooperative and competitive personalities on tacit knowledge sharing (TKS) by exploring the mediating role of organizational identification (OI) and the moderating role of perceived organizational support (POS) among Chinese employees. Design/methodology/approach Conducting a network survey of ordinary employees from Chinese listed companies (2019) as the research objects, the authors collect 298 valid samples for research. The authors apply confirmatory factor analysis to test the reliability and validity of the constructs, structural equation modeling to verify the direct effect and the PROCESS macro to test the mediating and moderating effects. Findings The results show that there is a positive relationship between cooperative personality (COP) and TKS, and there is an inverted U-shaped relationship between competitive personality (CMP) and TKS. OI plays a mediating role between COP and TKS, while POS plays a negative moderating role between COP and TKS. Research limitations/implications This paper only takes Chinese employees as the research sample, and future research can make a cross-cultural comparison between the impacts of cooperative and competitive personalities on employees’ behaviors. Practical implications The results of this study suggest that enterprises should actively cultivate the COP of employees, and managers should refrain from intervening in the behaviors of employees with COP. At the same time, for employees with CMP, managers should guide them to control their competitive tendency at a reasonable level. The conclusions of this paper also suggest that managers should pay attention to the cultivation of employees’ OI. Originality/value This study plugs the gap in research on the impacts of cooperative and competitive personalities on TKS. It makes a contribution to the research development of COP and CMP and their influence mechanisms on employees’ behaviors. In addition, the negative moderating effect of POS on COP–TKS link verifies the correctness of Y theory. Studying the relationships among personality traits (cooperative and competitive personalities), cognition (OI) and behaviors (TKS), this paper makes a contribution to such a research stream.

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