Impact of employee job satisfaction and commitment on customer perceived value

2019 ◽  
Vol 38 (3) ◽  
pp. 737-755
Author(s):  
Hanen Charni ◽  
Isabelle Brun ◽  
Line Ricard
Keyword(s):  
Job Satisfaction ◽  
Affective Commitment ◽  
Positive Impact ◽  
Perceived Value ◽  
Content Type ◽  
Customer Perceptions ◽  
Employee Job Satisfaction ◽  
Customer Perceived Value ◽  
The Impact ◽  
Formative Index

Purpose The purpose of this paper is to analyse the impact of employee job satisfaction and affective commitment as perceived by customers on customer perceived value, more specifically its benefits dimensions. Design/methodology/approach A total of 652 panellists from a large Canadian polling firm self-administer a web-based questionnaire. To measure customer perceived value, a formative index is used which contributes to topical literature through a unique methodology. Hypotheses are tested using a structural equation model. Findings An analysis of the direct, indirect and total effects confirms the unique positive impact of employee job satisfaction and affective commitment, as perceived by customers, on the emotional, social, relationship and epistemic benefits, as well as on the formative index of customer perceived value. Practical implications Customer perceptions of employee attitudes (job satisfaction and affective commitment) represent a unique opportunity for banks to differentiate their value proposition in a hypercompetitive market. Originality/value This study is the first to consider customer perceptions of employee job satisfaction and affective commitment in relation to a formative index of customer perceived value and its related benefits dimensions.

The impact of emotional intelligence and servant leadership on employee job satisfaction

2021 ◽  
Vol 13 (2) ◽  
pp. 205-217
Author(s):  
Pallavi Jha ◽  
Sanjay Bhattacharya
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Servant Leadership ◽  
Positive Impact ◽  
Pearson Correlation ◽  
Work Productivity ◽  
Content Type ◽  
Significance Level ◽  
Employee Job Satisfaction ◽  
The Impact

Purpose The concept of emotional intelligence (EI) and servant leadership (SL) are two variables that have been essential for the organization leaders to ensure a healthy and happy work–life for their subordinates. The purpose of this study to be conducted was for leaders understand the role EI and SL play in maintaining employee job satisfaction and help them to create engaging environment and bring effectiveness in the work productivity of the assets. Design/methodology/approach Quantitative method was used and a total of 150 people were taken as a sample which consisted of several leaders and their subordinates and an emotional intelligence questionnaire by NHS and SL: multidimensional questionnaire was floated to rate the leaders EI and SL behavior comparing it with the leaders self-rating. The result was analyzed using SPSS, Pearson correlation and regression was used to understand the significance level and reliability of all the independent and dependent variables, respectively. Findings Through correlation and regression, it was found that presence of EI and SL style in a leader plays a huge role in employee job satisfaction. It was also found that EI and SL are the substantial predictor which have positive impact over employee job satisfaction. Originality/value The outcome of the study will help the leaders understand the significance that the EI and SL have in their role to maintain employee job satisfaction, as well as the training and development measures for leaders.

scholarly journals Servant leadership and academics outcomes in higher education: the role of job satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammed Aboramadan ◽  
Khalid Dahleez ◽  
Mohammed H. Hamad
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Servant Leadership ◽  
Work Engagement ◽  
Affective Commitment ◽  
Positive Impact ◽  
Education Sector ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of servant leadership on work engagement and affective commitment among academics in higher education. Moreover, the paper highlights the role of job satisfaction as an intervening mechanism among the examined variables. Design/methodology/approach Self-administered questionnaires were distributed to academics working in the Palestinian higher education sector. We used structural equation modelling to examine the hypotheses. Findings A positive relationship was found between servant leadership and affective commitment. The relationship between servant leadership and work engagement is fully mediated by job satisfaction, whereas partial mediation was found between servant leadership and affective commitment. Both work engagement and affective commitment have a positive impact on academics’ job performance. Practical implications The paper provides a fertile ground for higher education managers concerning the role of leadership in stimulating work engagement and organisational commitment among academics. Originality/value First, the paper is one of the few studies that empirically examines servant leadership in higher education using data coming from a non-Western context because most of the servant leadership research is conducted in the Western part of the world (Parris and Peachey, 2013). Second, we empirically provide evidence for the argument that servant leadership is needed in higher education. Third, the paper contributes to the limited body of research on work engagement and commitment in the higher education sector.

Impact of perceived value on the satisfaction of supermarket customers: developing country perspective

2020 ◽  
Vol 48 (11) ◽  
pp. 1235-1254 ◽  
Author(s):  
Neale Slack ◽  
Gurmeet Singh ◽  
Shavneet Sharma
Keyword(s):  
Customer Satisfaction ◽  
Developing Country ◽  
Negative Impact ◽  
Positive Impact ◽  
Perceived Value ◽  
Content Type ◽  
Customer Perceived Value ◽  
Functional Value ◽  
The Impact ◽  
Insight Into

PurposeThe purpose of this paper is to provide insight into the impact of customer perceived value and its dimensions on customer satisfaction in a developing country, and practical suggestions for marketing strategies.Design/methodology/approachA cross-sectional survey collected data from five-hundred supermarket customers in Fiji. SPSS was used to provide descriptive and inferential analysis.FindingsResults reveal that customer perceived value (CPV) has a positive impact on customer satisfaction; and functional value (price/value for money) has more positive impact than social value, emotional value has a negative impact and functional value (performance/quality) has no significant impact on customer satisfaction.Research limitations/implicationsConsidering this research was undertaken in the supermarket sector of only one country, other researchers are urged to replicate this research in Fiji and other developing countries, to yield further insight into the context-specific nature of CPV.Practical implicationsIt is suggested that marketers note these findings (to understand better the conceptualisation and context-dependent nature of CPV, its dimensional interrelationships and its impact on customer satisfaction) in order to enhance CPV and ultimately customer satisfaction.Originality/valueThis study makes several contributions to research on CPV by providing insight into how developing country customers perceive the value of supermarkets from a construct and multidimensional perspective, the inter-relatedness of CPV dimensions and the impact of CPV and its dimensions on customer satisfaction.

Increasing employee job satisfaction

2020 ◽  
Vol 34 (4) ◽  
pp. 53-55
Keyword(s):  
Job Satisfaction ◽  
Design Methodology ◽  
Critical Role ◽  
Supervisor Support ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
Work Atmosphere ◽  
Pertinent Information ◽  
The Impact ◽  
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 Job satisfaction plays a critical role in the retention of key talent. Firms can enhance prospects by creating a work environment that incorporates a positive atmosphere. Both supervisor support and potential for career development help optimize the impact of work atmosphere on employee job satisfaction levels. 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.

Impact of perceived experiential advertising on customers' responses: a multi-method approach

2020 ◽  
Vol 38 (6) ◽  
pp. 1237-1258
Author(s):  
Caroline Lacroix ◽  
Lova Rajaobelina ◽  
Anik St-Onge
Keyword(s):  
Affective Commitment ◽  
Banking Sector ◽  
Positive Impact ◽  
Structural Equations ◽  
Three Dimensions ◽  
Expression Recognition ◽  
Online Questionnaire ◽  
Content Type ◽  
Brand Credibility ◽  
The Impact

PurposeThis article proposes two studies to demonstrate the impact of three dimensions of perceived experiential advertising – cognitive/affective/sensory advertising, relate advertising and behavioural advertising – on consumer behaviour (brand credibility, affective commitment and emotions) in the banking sector.Design/methodology/approachFor study 1, a total of 506 online panellists of a recognized Canadian research firm were asked to evaluate a local bank advertisement using an online self-reported questionnaire. For study 2, a total of 65 Canadian respondents recruited through Facebook and Google adverts were asked to watch two video advertisements (one more experiential and the other less experiential). After viewing the advertisements on a computer equipped with FaceReader software by Noldus, participants completed a short online questionnaire.FindingsUsing structural equations modelling, the first study shows that brand credibility explains the positive impact of perceived cognitive/affective/sensory advertising (complementary mediation) and perceived behavioural advertising (indirect mediation only) on affective commitment. The second study illustrates that the cognitive/affective/sensory dimension is more important for experiential advertising than experiential advertising. Employing FaceReader facial expression recognition software results indicate that the bank advertisement with a higher score of perceived cognitive/affective/sensory advertising produces a higher level of happiness among respondents.Originality/valueBoth studies provide new insights into perceived experiential advertising and the impact of the latter on consumers. Benefits to scholars and practitioners include an enhanced understanding of advertising effectiveness in the banking sector.

scholarly journals Psychological empowerment and employee attitudinal outcomes

2019 ◽  
Vol 42 (7) ◽  
pp. 797-817
Author(s):  
Tazeem Ali Shah ◽  
Mohammad Nisar Khattak ◽  
Roxanne Zolin ◽  
Syed Zulfiqar Ali Shah
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Turnover Intention ◽  
Employee Satisfaction ◽  
Psychological Capital ◽  
Psychological Empowerment ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
The Impact ◽  
The Relationship

Purpose The main purpose of this paper is to examine the mediating role of psychological capital in the relationship between perceived psychological empowerment and employee satisfaction, normative organizational commitment and turnover intentions. Design/methodology/approach To test the proposed research model, the authors collected field data from seven telecommunication companies located in the Islamabad Capital Territory of Pakistan. Through a two-wave data collection design, a total of 411 participants reported their perceptions about psychological empowerment and psychological capital at Time 1 and their job satisfaction, normative organizational commitment and turnover intention at Time 2. Findings Results supported the hypothesized relationships, showing that psychological capital fully mediates the relationship between perceived psychological empowerment and employee job satisfaction, normative organizational commitment and turnover intention. Research limitations/implications This study relied on cross-sectional data, which does not fully satisfy the conditions of establishing causality. Practical implications Results of this study will help organizations and practitioners to understand the importance of psychological empowerment and psychological capital and how they positively influence organizational performance, including employee job satisfaction, normative organizational commitment and turnover intention. Originality/value Drawing upon the self-determination theory of Deci and Ryan (2000), this study contributes to organizational behaviour literature by proposing and testing psychological capital as an underlying mechanism that can explain the impact of psychological empowerment on employee satisfaction, normative organizational commitment and turnover intention.

Reversing the tide of sport globalization from west to east? Examining consumer demand for table tennis clubs in the U.S.

2018 ◽  
Vol 19 (2) ◽  
pp. 217-235
Author(s):  
Yi Zhang ◽  
Minkil Kim ◽  
Jerred Junqi Wang ◽  
Brenda Pitts
Keyword(s):  
Consumer Satisfaction ◽  
Consumer Demand ◽  
Positive Impact ◽  
Perceived Value ◽  
Table Tennis ◽  
Market Demand ◽  
Content Type ◽  
The North ◽  
The Usa ◽  
The Impact

Purpose By using table tennis as an example and conducting an in-depth investigation into the impact of market demand factors on membership consumption of table tennis club members in the USA, the purpose of this paper is to illustrate the opportunities and marketing efforts needed for Asian sports to survive and thrive in North America, in which consumer demand factors assessing core program features of table tennis clubs were found to be very influential of cognitive, affective, and behavioral consumptions of table tennis club members. Design/methodology/approach Through conducting a review of literature, observations of club operations, and interviews of club administrators and club members representing various table tennis clubs, a preliminary questionnaire was formulated for this study. The initial questionnaire was submitted to a panel of five experts, for a test of content validity. By incorporating their suggestions, editing was made to improve a number of the items in the questionnaire. Data collection took place in two national table tennis tournaments, two local tournaments, and six table tennis clubs. Procedures in SPSS 19.0 (SPSS, 2009) and Mplus 5.21 were carried out for data analyses. Findings The findings of this study are that market demand factors would be significantly related to consumer perceived benefits and perceived value, and in turn related to consumer satisfaction of table tennis club membership. The market demand factors had a positive impact on perceived value and benefits confirmed the theoretical framework and previous research findings, which also made a practical sense that a table tennis club needs to offer product features and meet expectations of its current and potential members in order to enhance program value and benefits perceived by its members. Originality/value The past two decades have marked the speediest rise of a globalized sport production and consumption trend. In an era of globalized sport marketplace, sports have become a business commodity to meet the needs of commerce. For an Asian sport to penetrate into the North American marketplace as table tennis has done, it would be wise to develop regional network, strategies, product, and promotions. It is expected that table tennis as a popular Asian sport will continue being spread to other parts of the world; thus, the findings of this study have potential relevance to promoting table tennis globally.

scholarly journals Thank you for sharing! How knowledge sharing and information availability affect public employees’ job satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Caroline Fischer ◽  
Matthias Döring
Keyword(s):  
Job Satisfaction ◽  
Knowledge Sharing ◽  
Management Practices ◽  
Positive Impact ◽  
Social Process ◽  
Relevant Information ◽  
Content Type ◽  
Information Availability ◽  
Related Information ◽  
The Impact

PurposeThis study aims to examine the impact of job-related knowledge sharing on information availability and job satisfaction for information-receiving employees in the public sector. Following self-determination theory, the study suggests that job satisfaction is only partly affected by knowledge sharing itself, but particularly through the availability of job-related information enabling the information receiver to work effectively.Design/methodology/approachThe hypotheses are tested with data from the US Federal Employee Viewpoint Survey from 2018. Additionally, results are replicated with earlier waves of the survey.FindingsResults show the positive impact of job-related knowledge sharing on job satisfaction, whereby the availability of job-relevant information mediates this relationship partially.Practical implicationsThis study confirms that managers should provide room for social interactions when introducing knowledge management practices.Originality/valueThe results emphasize that knowledge sharing is a highly social process in which support and relatedness play a significant role in success in addition to the diffusion of information itself.

scholarly journals THE IMPACT OF CHANGE MANAGEMENT ON JOB SATISFACTION OF EMPLOYEES IN GHANA’S BANKING SECTOR

2014 ◽  
Vol 9 (2) ◽  
pp. 140-149 ◽  
Author(s):  
Noble Osei-Bonsu
Keyword(s):  
Job Satisfaction ◽  
Organizational Change ◽  
Change Management ◽  
Attitude Change ◽  
Banking Sector ◽  
Employee Involvement ◽  
Positive Impact ◽  
Employee Attitudes ◽  
Employee Job Satisfaction ◽  
The Impact

Employee job satisfaction is pertinent and critical in the change management process of contemporary organizations. The objectives of this study are to assess the extent of employee involvement in the change management processes, assess the impact of change management on employee job satisfaction and thirdly, attitude of employees after organizational change. A descriptive survey research design was employed to administer a self-designed questionnaire consisting of open and closed- ended items to one hundred and forty respondents using simple random sampling. Closed-ended items were measured on a five-point Likert scale. Data was analysed using SPSS and presented in descriptive form. The main findings indicate that employees’ involvement in the process was limited to provision of adequate information. It was also revealed that generally, the change had a positive impact on employees’ job satisfaction. Finally, employee attitudes after the change were found to be positive. Interestingly, respondents disagreed with the issue of high level of trust after the change process. In view of the findings, it is recommended that management should encourage employees’ maximum participation in the process through adequate representation on change management committees. Key words: attitude, change management, employee involvement, job satisfaction, organizational change.

Examining the role of external factors in influencing green behaviour among young Indian consumers

2019 ◽  
Vol 20 (4) ◽  
pp. 380-398
Author(s):  
Ramesh Kumar ◽  
Raiswa Saha ◽  
Sekar P.C. ◽  
Richa Dahiya
Keyword(s):  
Peer Influence ◽  
Purchase Intention ◽  
Positive Impact ◽  
Environmental Concern ◽  
Perceived Value ◽  
External Factors ◽  
Environmental Knowledge ◽  
Content Type ◽  
The Government ◽  
The Impact

Purpose The purpose of this paper is to measure the influence of peers, and the Government and non-governmental organization (NGO) initiatives on an individual’s attitudinal drivers such as environmental knowledge and environmental concern, which are the reasons for their green purchasing intentions. This concept was applied among the Indian young consumers. Design/methodology/approach For the research, a structured online questionnaire was used to obtain responses from 342 Indians from various cities. The participants were 20-25 years of age. SPSS software package was used to refine the data while SmartPLS was used to test the validity of the hypotheses. Findings The findings revealed that the Government and NGO initiatives along with peer influence do have a significant effect on a consumer’s environmental knowledge and environmental concerns. Further, this study found a significant positive effect of environmental knowledge and environmental concern on perceived value. In turn, the perceived value had a direct positive impact on green attitude leading to green purchase intention. Practical implications This paper provides critical insights for marketers, as well as for governmental agencies and NGOs promoting the conservation of the environment through environmental-friendly practices. These parties aim to generate greater awareness among consumers and impart knowledge about the benefits of green practices. Originality/value The studies measuring the impact of external factors on green consumption are scarce. Even the few studies available have measured the direct impact of external factors on green purchase intention. Governmental and NGO initiatives along with peer influence are the stimuli impacting operational factors such as environmental knowledge, environmental concern, perceived value, and green attitude, which, in turn, lead to the response of green purchase intention. This study provides new insights to this relationship by using a stimulus – organism – response framework.

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