Boosting customer orientation through coaching: a Canadian study

2014 ◽  
Vol 32 (1) ◽  
pp. 60-81 ◽  
Author(s):  
Claudio Pousa ◽  
Anne Mathieu
Keyword(s):  
Structural Equation ◽  
Banking Sector ◽  
Customer Orientation ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Managerial Behavior ◽  
Cross Sectional ◽  
Content Type ◽  
Business Outcomes ◽  
And Performance

Purpose – The purpose of this paper is to investigate to what extent bank manager's coaching, a managerial relationship behavior based on mutual trust, openness and quality of exchanges, affects front-line employee's performance through the mediating effect of salesperson's customer orientation. Design/methodology/approach – The paper conducted a non-experimental, cross-sectional study; a Canadian bank agreed to participate in the study and 122 financial advisors with sales responsibilities answered a web-based survey; data were analyzed using structural equation modelling. Findings – The paper found support for the hypotheses that managerial coaching behavior can help bank employees develop their customer orientation and increase their performance, as well as reduce opportunistic behavior (sales orientation). The paper found that the direct link between coaching and performance, plus the mediating effect of sales orientation and customer orientation (SOCO) can potentially explain a significant variation in employee's performance (r2=0.23). The paper also found that the hypothesized model provided better explanations of the phenomenon when compared with two rival models, one considering SOCO as a full mediator between coaching and performance, and the other one considering only the effect of coaching on performance. Originality/value – In the banking sector, practitioners and scholars are paying increased attention to the role of trust and relationship behaviors in the development of market orientation and customer relationships. The paper identified a key relationship behavior (customer orientation) and tests its impact as a mediator between a relationship managerial behavior (coaching) and business outcomes (performance) in an international banking setting (Canada).

Building trust by signaling trustworthiness in service retail

2014 ◽  
Vol 28 (5) ◽  
pp. 361-373 ◽  
Author(s):  
Husni Kharouf ◽  
Donald J. Lund ◽  
Harjit Sekhon
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Past Research ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Survey Responses ◽  
Customer Trust

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions. Design/methodology/approach – The authors validate their model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using structural equation modeling. Alternate models are estimated, and the results provide support for the theory-based trustworthiness mediation model. Findings – Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. Research limitations/implications – The research highlights the importance for retailers to signal their trustworthiness to build customer trust and loyalty. Researchers should measure trustworthiness perceptions when examining customer relationships and managers should plan strategically to develop both trust and trustworthiness with their customers. Originality/value – This study is one of the first to investigate the mediating effect of trustworthiness on customer loyalty in service settings. While past research has investigated dimensions of trustworthy behaviors, none has included a measure of trustworthiness perceptions and consumer trust in the same theoretical model. The results of the research provide important insights for both researchers and managers.

Examining the effect of training and employee creativity on organizational innovation: a moderated mediation analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Akriti Chaubey ◽  
Chandan Kumar Sahoo ◽  
Kishore Chandra Das
Keyword(s):  
Organizational Climate ◽  
Structural Equation ◽  
Organizational Innovation ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Mediation Process ◽  
Employee Creativity ◽  
Cross Sectional ◽  
Automotive Manufacturing ◽  
Content Type

Purpose The purpose of this study to understand the effects of training and creativity on organizational innovation under the moderating influence of the organizational climate. Design/methodology/approach The theoretical model is grounded in the contingent resource-based view. To test the research hypotheses, this paper has gathered the cross-sectional data using a single informant pre-tested questionnaire. The data were collected from respondents working in Indian automotive manufacturing organizations. The data were further tested for the normality criteria followed by hypotheses testing using co-variance-based structural equation modelling Statistical Package for Social Sciences (SPSS), 2010. Findings The relationship between training and organizational innovation was leveraged by employee creativity, which acts as a mediator between the two. Moreover, the organizational climate augments the mediation process by coherently creating a positive moderating influence. Practical implications This study provides prospective insights to management leaders and practitioners by establishing how training can bring about positive change in the innovative front of the organization. It also offers keys to the organizations for an active engagement of the employees through a supporting climate conducive for harnessing of individual creativity and innovative potential. Originality/value This is the first endeavour made to examine the moderated mediation influence of organizational climate on training and employee creativity, by studying the mediating effect of employee creativity between training and organizational innovation.

Corporate governance and performance of medium-sized firms in Nigeria: does sustainability initiative matter?

2020 ◽  
Vol 20 (3) ◽  
pp. 401-427
Author(s):  
Babatunji Samuel Adedeji ◽  
Tze San Ong ◽  
Md Uzir Hossain Uzir ◽  
Abu Bakar Abdul Hamid
Keyword(s):  
Corporate Governance ◽  
Financial Performance ◽  
Financial Reporting ◽  
Structural Equation ◽  
Negative Impact ◽  
Positive Impact ◽  
Mediating Effect ◽  
Content Type ◽  
And Performance ◽  
The Relationship

Purpose The non-existence of the corporate governance (CG) concept for practices by non-financial medium-sized firms (MSFs) in Nigeria informed. This study aims to determine whether CG practices influence firms’ performance and whether sustainability initiative (SI) mediates the relationship between CG and MSFs’ performance in Nigeria. Design/methodology/approach A total of 300 firms were selected on convenience sampling basis from South Western Nigeria using a structured questionnaire. The authors used Statistical Package for Social Sciences for exploratory data analysis and hypotheses were tested using covariance-based structural equation modelling. Findings The results show that CG has a significant positive effect on performance [financial performance (FNP) and non-financial performance (NFP)] and SI. SI has a mixed impact on performance, e.g. a significant positive impact on NFP but insignificant negative impact on FNP. Similarly, SI has a combined mediating effect in the relationship between CG and performance, e.g. fully mediates CG → NFP and does not mediate CG → FNP. Firms are to invest in social and environmental initiatives substantially. CG codes will complement the International Financial Reporting Standards for MSFs. Research limitations/implications This study supports the assumptions of theories (institutional, stakeholder and agency) as the basis for the usage of multiple approaches to determine the outcome of hypotheses, especially in developing climes. Practical implications The study contributes to CG and performance literature by examining the mediating effects of SI. The paper also shows the necessity to emphasise NFP aspect. Policymakers should evolve CG codes to encourage stakeholders to believe more in the corporate existence of MSFs for strengthening capital-base and quality personnel engagement. Originality/value To the best of the authors’ knowledge, this is one of the first empirical attempts showing the evidence on the relationship between CG and NFP in Nigeria.

The role of organizational justice in the customer orientation–performance relationship

2020 ◽  
Vol 33 (2) ◽  
pp. 277-297
Author(s):  
Francisco Trincado-Munoz ◽  
Leslier Valenzuela-Fernández ◽  
Melany Hebles
Keyword(s):  
Organizational Justice ◽  
Work Engagement ◽  
Structural Equation ◽  
Customer Orientation ◽  
Perceived Fairness ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
The Relationship

PurposeWhile companies have increasingly encouraged employees to adopt a customer orientation, less attention has been given to the impact that customer orientation has on employees' job outcomes and performance. Previous research has used job demands-resource theory (JD-R) and proposed several mechanisms through which customer orientation influences performance, yet the intervening variables in the process have shown inconsistent results. The purpose of this paper is to investigate the contextual role of organizational justice on the relationship between customer orientation and performance through work engagement. In this way, offering more understanding of the contingent effects that intervene in the customer orientation–performance relationship.Design/methodology/approachUsing a structural equation model (SEM) in a sample of 249 marketing, sales and management managers in Chilean companies, this paper tested different hypotheses concerning the role of work engagement, organizational justice and customer orientation in relation to perceived performance.FindingsThis study informs that organizational justice (procedural and distributive justice) moderates the relationship between customer orientation and performance through work engagement. Precisely, the findings reveal that at lower values of organizational justice, changes in customer orientation negatively influence work engagement and in turn performance.Originality/valueThe results contribute to strengthening customer orientation theory by integrating a contextual variable often omitted: organizational justice. By exploring the moderation effect of organizational justice on customer orientation, this paper reveals contingent effects of employees' perceived fairness on the organization in the relationship between customer orientation and performance through work engagement. The findings encourage managers to look after employees' perceived organizational justice when they implement customer-oriented approaches, in particular, of those employees who work in the frontline sales and service positions.

scholarly journals You abuse but I will stay

2017 ◽  
Vol 36 (7) ◽  
pp. 899-914 ◽  
Author(s):  
Muhammad Kashif ◽  
Eliane Braganca ◽  
Zainudin Awang ◽  
Ernest Cyril De Run
Keyword(s):  
Job Stress ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Banking Sector ◽  
Equation Modeling ◽  
Combined Effects ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Bank Managers

Purpose The purpose of this paper is to investigate the combined effects of customer aggression, job stress, and emotional intelligence (EI) on job satisfaction and organizational turnover among managers from a developing country, i.e. Pakistan. Design/methodology/approach Data are collected from 230 respondents working as bank managers in Pakistan by means of a cross-sectional survey. The collected data are analyzed by employing a structural equation modeling (SEM) technique. Findings The employees perceive that job stress positively influences emotional exhaustion among employees. Furthermore, EI negatively influences job exhaustion to minimize the potential to lead it through to organizational turnover. Originality/value The combined effects of customer- and organization-related elements have been scarcely investigated – the heart and soul of contribution regarding this research. The moderation of EI to lessen the emotional exhaustion is a significant contribution to this study. Finally, the context of Pakistan’s banking sector is also unique to this study.

Sustainable manufacturing practices and performance of the Nigerian table water industry: a structural equation modeling approach

2020 ◽  
Vol 31 (4) ◽  
pp. 1003-1022
Author(s):  
Simon Ayo Adekunle ◽  
Olamitunji Dakare
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Sustainable Manufacturing ◽  
Equation Modeling ◽  
Water Industry ◽  
National Agency ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
And Performance

PurposeThis study empirically examined and investigated the relationship between sustainable manufacturing practices (SMPs) and performance of table water industry (TWI) in Nigeria.Design/methodology/approachCross-sectional survey research design was adopted for this study. The population of this study covers all the registered table water firms in Delta and Edo states by National Agency for Food and Drug Administration and Control (NAFDAC). Convenience sampling, a nonprobability sampling method, was used in administering the questionnaire to selected table water firms in the two states used for the study. The sample can be considered as experimental group used for the research and analysis. Data collected through questionnaire administration were analyzed using descriptive statistics. Structural equation modeling (SEM) was used in estimating the research models, through the use of Analysis of Moment Structures (AMOS version 24) software.FindingsThe study found that SMPs are adopted by table water firms registered by NAFDAC. It was also found that sustainable packaging and waste management significantly influence the different dimensions of sustainable performance of table water firms.Practical implicationsThe study recommends that table water producers should ensure they consistently adhere to NAFDAC standards after product registration and certification to make the products safe for consumption. Also, NAFDAC should promote a regulatory environment with appropriate incentives to table water firms that consistently comply with stipulated regulations that can promote the sustainability of the environment while any table water firms found engaging in unwholesome activities that can undermine the health status of consumers should be severely sanctioned.Originality/valueThe study provides a comprehensive analysis of sustainability practices in the Nigerian TWI by examining four manufacturing practices and how they impact on sustainability performance of the industry. The study will help to reinforce the need for stakeholders in the TWI to be more environmentally conscious.

The impact of transformational leadership on employees’ creativity

2018 ◽  
Vol 41 (1) ◽  
pp. 113-132 ◽  
Author(s):  
Taghrid S. Suifan ◽  
Ayman Bahjat Abdallah ◽  
Marwa Al Janini
Keyword(s):  
Transformational Leadership ◽  
Organizational Support ◽  
Structural Equation ◽  
Perceived Organizational Support ◽  
Banking Sector ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to examine the effect of transformational leadership on employees’ creativity in the Jordanian banking sector through the mediating effect of perceived organizational support. Design/methodology/approach The study is based on survey data collected from 369 employees working in Jordanian banks. Validity and reliability analyses were performed, and direct and indirect effects were tested using structural equation modeling. Findings The results indicate that transformational leadership positively affects some dimensions of employees’ creativity and perceived organizational support. However, perceived organizational support is found to not be significantly related to some dimensions of employees’ creativity. Additionally, the mediating effect of perceived organizational support on the relationship between transformational leadership and some dimensions of employees’ creativity is found to not be significant. Originality/value This paper is one of the first to examine the relationship between transformational leadership and employees’ creativity through perceived organizational support, especially in an Arab country and in the banking sector.

Purchase intention of “Halal” brands in India: the mediating effect of attitude

2018 ◽  
Vol 9 (3) ◽  
pp. 683-694 ◽  
Author(s):  
Prerna Garg ◽  
Richa Joshi
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Mediating Effect ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Snowball Sampling ◽  
Cross Sectional ◽  
Mediation Effects ◽  
Content Type ◽  
State Of Research

Purpose The purpose of this paper is to review the existing state of research on “Halal” branding and to propose and empirically test the framework for understanding the purchase intention for “Halal” branded products in Indian context. Design/methodology/approach The research design is cross-sectional in nature; convenience sampling and snowball sampling is done, and completely filled 288 questionnaires are considered for testing the conceptual framework. Structural equation modeling is used to assess the fit of framework. The study has incorporated attitude as a mediating variable in relation to purchase intention for “Halal” branded products. The originality of the research is based on responses collected from the respondents in the form of online and offline questionnaires. Findings Findings of the direct and indirect effects in the study show that attitude has a full mediation effect on purchase intention, i.e. in the presence of attitude as a mediation variable the direct effect of subjective norm and religiosity is insignificant and the effect caused through attitude is significant. Practical implications In a country like India, which enjoys a sufficiently good percentage of Muslim population (14.2 per cent), an understanding of attitude provides enough scope for marketers to strategize techniques to reduce dissonance of non-availability of “Halal” brands. Originality/value Research is atypical, as it has focused on the mediation effects of attitude toward “Halal” branded products with the help of cosmetic range of products.

The interplay effects of skill-enhancing human resources practices, customer orientation and tourism SMEs performance

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shpresim Domi ◽  
Fabjola Domi
Keyword(s):  
Human Resources ◽  
Structural Equation ◽  
Customer Orientation ◽  
Equation Modeling ◽  
Content Type ◽  
Face To Face ◽  
Hr Practices ◽  
And Performance ◽  
Performance Results

Purpose The purpose of this paper is to examine the interplay of skill-enhancing human resources practices, customer orientation (CO) and tourism small- and medium-sized enterprises (SMEs) performance indicators. Design/methodology/approach Data for 194 valid cases are gathered through face-to-face techniques in Albanian tourism SMEs. Structural equation modeling is implemented to analyze data and test the hypothesis proposed. Findings Overall, both skill-enhancing human resources (HR) practices (i.e. recruitment/selection and training) are not associated with SMEs performance. Results suggest that using HR selection/recruitment practices are not associated to SME’s CO. Contrary, implementing skill-enhancing HR training practices is significant for SMEs strategy to focus and address customers’ wants and needs. Finally, it was found that the CO mediates the relationship between skill-enhancing HR training practices and performance, but this was not true on the skill-enhancing HR recruitment/selection practices-performance relationship. Originality/value This study makes contributions by further informing the debate about the direct and indirect link between skill-enhancing HR practices and performance. Additionally, it examines the precise role of the skill-enhancing HR practice on SMEs’ culture and or strategy to create value for customers.

scholarly journals A multipath model of salesperson performance in the financial services industry

2017 ◽  
Vol 6 (3) ◽  
pp. 195-213
Author(s):  
Jose Varghese ◽  
Manoj Edward ◽  
Sunil Sahadev
Keyword(s):  
Financial Services ◽  
Large Scale ◽  
Customer Orientation ◽  
Structural Equations ◽  
Mediating Effect ◽  
Salesperson Performance ◽  
Related Factors ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

Purpose The study looks at how salesperson’s customer orientation (SCO) mediates the impact of a host of organisational, job-related and personality-related factors on salesperson performance. Previous studies that have considered the impact of customer orientation on performance have often considered a limited number of antecedent variables which has led to inconsistent results. The purpose of this paper is to address this concern by considering the multiple effects of several independent variables. Design/methodology/approach The conceptual model was tested through a large-scale survey of financial services salespersons in India. A total of 1,106 respondents participated in the survey. The data were analysed through structural equations modelling. Sobel’s test was employed to test the mediating effects. Findings The study found that customer orientation has a significant mediating effect in the case of several antecedent variables. The impact of variables like perceived supportive work environment, experienced meaningfulness, organisational identification, salesperson agreeableness and salesperson instability on salesperson performance is seen to be partially or fully mediated by SCO. Research limitations/implications The cross-sectional design and the convenience sampling methodology are the main limitations of the study. Practical implications The study develops a more holistic, multipath model which can help managers as a guideline in recruiting and selecting salespersons. The importance of customer orientation points towards the need for better attitudinal training. Originality/value Theoretically, the paper highlights the need for developing more comprehensive models for considering the consequences of customer orientation and related issues. The multipath model addresses several calls for research on testing different antecedents of customer orientation as well as how customer orientation enhances salesperson performance.

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