More than lip service to internal market orientation: a multilevel investigation of the role of internal service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ziying Mo ◽  
Matthew Tingchi Liu ◽  
IpKin Anthony Wong
Keyword(s):  
Organizational Commitment ◽  
Service Quality ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Internal Service Quality ◽  
Internal Market Orientation ◽  
Task Satisfaction ◽  
Job Task ◽  
Service Profit Chain

Purpose Drawing on self-determination theory and the service-profit chain, this study aims to expand the current understanding of the internal processes of internal market orientation (IMO) on an organizational commitment by investigating the interactive effect between job (task) satisfaction and internal service quality in the field of hospitality and tourism. Design/methodology/approach This study examines the cross-level effects of internal service quality through a time-lagged field study with multilevel structural equation modeling analysis that involved 667 frontline employees from 40 casino hotels. Findings The results reveal the IMO has an indirect effect on affective and normative organizational commitments through the interaction of job (task) satisfaction with internal service quality, such that internal service quality compensates for relatively low levels of job (task) satisfaction. While no indirect effect is found on continuance organizational commitment. Research limitations/implications This study extends the service-profit chain by integrating self-determination theory and by investigating IMO’s indirect effects on commitment through the interaction between job (task) satisfaction and internal service quality. Practical implications The study provides practical solutions to the employee servicing and employee retention dilemmas faced by casino organizations. Originality/value This study advances the service-profit chain literature by proposing and theorizing an internal process of IMO, through the cross-level buffering effect of internal service quality on the relationship between job (task) satisfaction and organizational commitment. This study further presents the theoretical and managerial implications by understanding how employees’ perceptions and interpretations of IMO affect their commitment.

The impact of motivation on customer satisfaction formation: a self-determination perspective

2015 ◽  
Vol 49 (11/12) ◽  
pp. 1923-1940 ◽  
Author(s):  
Christopher White
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Positive Emotions ◽  
Self Determination Theory ◽  
Self Determination ◽  
Content Type ◽  
Two Stages ◽  
The Impact ◽  
First Time

Purpose – The purpose of the study is to examine the way different motivational types from Self-Determination Theory (SDT) influence antecedents of customer satisfaction. Design/methodology/approach – The findings in this study were generated with a quantitative design using path analysis on data collected at two stages during an extended service encounter. Findings – Each motivation type played a unique and important role in influencing the antecedents of satisfaction, namely, positive and negative emotions and perceptions of service quality. As hypothesised, motives associated with higher levels of autonomy were consistently stronger predictors of positive emotions and service quality. The influence of motives on the antecedents did not change significantly over time, whereas significant differences were noted between all antecedents and satisfaction. The model explained 54 and 63 per cent of the variance in satisfaction in times one and two, respectively. Originality/value – This is the first time that motivation as conceptualised from an SDT perspective has been applied to understanding the dynamic nature of customer satisfaction. The findings offer considerable opportunities for follow-up studies and the motivation types can provide practitioners with a stable and efficient segmentation option.

Extending the service profit chain: the mediating effect of employee productivity

2019 ◽  
Vol 36 (5) ◽  
pp. 797-814 ◽  
Author(s):  
Iman Adeinat ◽  
Norizan Kassim
Keyword(s):  
Service Quality ◽  
Employee Satisfaction ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Employee Productivity ◽  
Employee Loyalty ◽  
Content Type ◽  
Internal Service Quality ◽  
Operational Factors ◽  
Service Profit Chain

Purpose The purpose of this paper is to address the gap in the literature by extending the service profit chain (SPC) model and testing the validity of the proposed model in high-contact service contexts rather than by testing the key elements of the SPC in regard to a single business. Design/methodology/approach The study uses the exploratory factor analysis to identify a set of observables to use in representing the relationships included in the proposed extended model and employs the structural equation modeling to test the eight proposed hypothesis. Findings The study shows that the best-fit structural model supports the notion that employee internal service quality drives employee satisfaction that drives employee loyalty and employee productivity. In addition, employee productivity is shown as partially mediating the relationship between employee satisfaction and employee loyalty. Practical implications The results presented in this study have managerial implications and shed light on the importance of operational factors in the service industry, in particular high-contact services. Originality/value The integration of operations management and SPC still remain limited in the literature. Therefore, the study extends the SPC by integrating other operational factors, namely, employee productivity and internal service quality, and tests its validity in high contact services where the prolonged contact between the customer and the service system creates more opportunities to influence a customer’s perception of service quality.

Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context

2019 ◽  
Vol 27 (3) ◽  
pp. 512-528 ◽  
Author(s):  
Samar Rahi ◽  
Mazuri Abd.Ghani
Keyword(s):  
Service Quality ◽  
Self Determination Theory ◽  
Internet Banking ◽  
Self Determination ◽  
Continuance Intention ◽  
Content Type ◽  
Delone And Mclean ◽  
Intrinsic Regulation ◽  
Use Of Internet ◽  
Identified Regulation

Purpose The proliferation of information technology has changed the banking system globally. Internet technology has not only allowed banks to offer products and services but also improved their ability to retain customers. This study aims to examine internet banking user’s continuance intention by integrating two well-known theories DeLone and McLean information system success model (D&M) and self-determination theory (SDT). Design/methodology/approach The research model was tested using survey data from 398 customers of commercial banks. The respondents were internet banking users. Data were analyzed using structural equation modeling. Findings The results revealed that internet banking user continuance intention is jointly determined by information quality (INFQ), service quality, satisfaction, introjected regulation, external regulation, intrinsic regulation and identified regulation. The integrated model explained 75.4 per cent variation in customer’s continuance intention to use internet banking. The results suggested that intrinsic regulation and identified regulation were the most important human motivation factors that drive customer’s intention toward continue use of internet banking. Practical implications The findings imply that managers seeking user satisfaction should focus on INFQ and service quality to enhance user continuance intention. Policymakers should focus on intrinsic and identified regulation of internet banking users. Some of the ways banks can do this is to develop enjoyable internet banking website with kind of reward system, activities that have the charm of novelty, challenge or aesthetic significance will help to improve user’s intention to continue use of internet banking. Originality/value This study contributes to the literature by integrating D&M and SDT in continuance intention and different from several traditional studies that had investigated the initial acceptance of internet banking users.

The interdependence between the extended organizational commitment model and the self-determination theory

2019 ◽  
Vol 17 (1) ◽  
pp. 1-18
Author(s):  
Zoltán Krajcsák
Keyword(s):  
Organizational Commitment ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Motivational Strategies ◽  
Normative Commitment ◽  
Theoretical Understanding ◽  
Continuance Commitment ◽  
Content Type ◽  
Use Of Resources

Purpose The purpose of this paper is to discover the relationship between the extended organizational commitment model (EOCM) and self-determination theory (SDT). The author shows that specific dimensions of commitment can be associated with the forms of regulation and motivation. Design/methodology/approach Using literature analysis, the author sets the theoretical relationships between commitment and regulation (and motivation). The interrelated relationships are illustrated qualitatively by presenting case studies. Findings Like the regulation-based motivation scale, the dimensions of organizational commitment (OC) can be sorted and combined with regulation and motivation. The emotional-based OC dimensions (normative commitment as a sense of indebtedness (NC:HiSoI); normative commitment as a moral duty (NC:HiMD); affective commitment (AC)) are influenced by regulation and motivation. In the case of cost-based OC dimensions (deliberate commitment (DC); continuance commitment as a low perceived alternatives (CC:LoAlt); continuance commitment as high sacrifice (CC:HiSac)), the leaders’ motivational strategies are driven by their perceives of the employees’ OC. Commitment dimensions stemming from a degree of necessity are linked to lower levels of regulation, while commitment dimensions stemming from internal conviction are linked to the higher levels of regulation. Research limitations/implications The results also must be proved by quantitative researches later. The model presented in this study primarily supports the theoretical understanding of relationships, so its validity should be tested in different cultures, professions or employees with different qualifications and personalities in the future. Practical implications Significant resources can be saved for an organization if managers do not want to increase OC in general, rather only its one dimension, depending on the situation and goals, or if managers form their employees’ commitment profiles in a smaller team severally. However, in other cases, the employees’ commitment profiles set the useable motivational strategies, which call into question the suitability of universal motivation systems. Social implications From the point of view of employees, the synergy between regulation (and motivation) and OC contributes to the improvement of their psychological well-being and means more efficient use of resources for organizations. Originality/value The study shows the hierarchy of dimensions of the EOCM and its relationship with regulations in the SDT.

Service quality and self-determination theory towards continuance usage intention of mobile banking

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dedi I. Inan ◽  
Achmad Nizar Hidayanto ◽  
Ratna Juita ◽  
Faiz Fadhillah Soemawilaga ◽  
Fivi Melinda ◽  
...  
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Self Determination Theory ◽  
Perceived Usefulness ◽  
Self Determination ◽  
Mobile Banking ◽  
Content Type ◽  
Continuance Usage ◽  
Perceived Relatedness ◽  
Continuance Usage Intention

Purpose This research set out to investigate the quality service and self-determination theory (SDT) that contributes to the continuance usage of m-banking. Design/methodology/approach A valid of 310 respondents who experienced and intensified using the m-banking is collected. The proposed research model is empirically tested using structural equation modelling. Findings The result informs that the service quality can not only be significantly mediated by the SDT, but it also has a direct effect to the satisfaction. It also informs that the satisfaction and the perceived usefulness indeed have a significant effect to the continuance usage intention of the m-banking. In addition, it also demonstrates that the perceived competence and perceived relatedness of the SDT significantly influence satisfaction and perceived usefulness towards the continuance usage intention of the m-banking. Practical implications Practically, the results inform the bank management the factors to be taken into account to increase the motivation of the existing customers for them to continue using the m-banking. Originality/value Theoretically, these results contribute to the existing literatures of the m-banking by introducing the SDT that determines the continuance usage intention of it.

“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jano Jiménez-Barreto ◽  
Natalia Rubio ◽  
Sebastian Molinillo
Keyword(s):  
Design Methodology ◽  
Hybrid Approach ◽  
Self Determination Theory ◽  
Customer Experience ◽  
Self Determination ◽  
Content Type ◽  
Multimethod Approach ◽  
Practical Implications ◽  
Broad Understanding ◽  
Theoretical Developments

Purpose Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach This paper uses a multimethod approach to examine the interaction between individuals and airlines’ chatbots. Three components of self-determined interaction with the chatbot (competence, autonomy and relatedness) and five components of the customer–chatbot experience (sensory, intellectual, affective, behavioral and social) are analyzed qualitatively and quantitatively. Findings The findings confirm the direct influence of self-determined interaction on customer experience and the direct effects of these two constructs on participants’ attitudes toward and satisfaction with the chatbot. The model also supports the mediating roles of customer experience and attitude toward the chatbot. Practical implications This paper offers managers a broad understanding of individuals’ interactions with chatbots through three elements: motivation to use chatbots, experiential responses and individuals’ valuation of whether the interactions have amplified (or limited) the outcomes obtained from the experience. Originality/value This paper contributes to the hospitality and tourism literature with a hybrid approach that reflects on current theoretical developments regarding human- and interaction-centric interpretations of customer experience with chatbots.

A self-determination theory perspective on customer participation in service development

2015 ◽  
Vol 29 (6/7) ◽  
pp. 511-521 ◽  
Author(s):  
Jon Engström ◽  
Mattias Elg
Keyword(s):  
Lung Cancer ◽  
Health Care ◽  
Cancer Patients ◽  
Well Being ◽  
Self Determination Theory ◽  
Self Determination ◽  
Customer Participation ◽  
Service Development ◽  
Content Type ◽  
Lung Cancer Patients

Purpose – The purpose of this paper is to explore what motivates patients to participate in service development and how participation may influence their well-being. Health-care providers are increasingly adopting practices of customer participation in such activities to improve their services. Design/methodology/approach – This paper builds on an analysis of data from a service development project in which lung cancer patients contributed by sharing their ideas and experiences through diaries. Out of the 86 lung cancer patients who were invited to participate, 20 agreed to participate and 14 fully completed the task. The study builds on participants’ contributions, in-depth interviews with six participants and the reasons patients gave for not participating. Findings – This paper identifies a number of motives: non-interest in participating, restitution after poor treatment, desire for contact with others, volunteerism, desire to make a contribution and the enjoyment of having a task to complete. A self-determination theory perspective was adopted to show how the need to satisfy basic human needs for autonomy, competence and relatedness determines if and how patients participate. Participation may have important benefits for patients, especially an improved sense of relatedness. Practical implications – Service providers must be prepared to meet different patient needs in service development, ranging from the need to express strong distress to expressing creativity. By understanding the dynamics of motivation and well-being, organizers may achieve better results in terms of improved services and in patient well-being. Originality/value – This study makes a significant contribution to the study of customer participation in service development, especially in relation to health care, by offering a self-determination-based typology for describing different styles of patient participation.

Does Public Service Motivation Always Lead to Organizational Commitment? Examining the Moderating Roles of Intrinsic Motivation and Ethical Leadership

2017 ◽  
Vol 46 (3) ◽  
pp. 211-238 ◽  
Author(s):  
Wisanupong Potipiroon ◽  
Michael T. Ford
Keyword(s):  
Organizational Commitment ◽  
Intrinsic Motivation ◽  
Public Service ◽  
Ethical Leadership ◽  
Public Management ◽  
Self Determination Theory ◽  
Public Service Motivation ◽  
Self Determination ◽  
Public Employees ◽  
Contingency Perspective

Much of the work in public management indicates that public service motivation (PSM) generally leads to higher levels of organizational commitment. We argue that this relationship is more complex than generally assumed. First, drawing from self-determination theory, we propose that intrinsic motivation is conceptually distinct from PSM and that the two variables could interact. Second, drawing from the fit perspective, we further propose that ethical leadership is a contextual variable that will enhance the effect of PSM. A field study of public employees in Thailand provides support for this contingency perspective. We found that intrinsic motivation moderated the effect of PSM, such that the effect was positive only for individuals with high-intrinsic motivation but negative for those with low-intrinsic motivation. Furthermore, our analysis revealed a three-way interaction, which indicated that PSM was most positively related to organizational commitment when accompanied by high-intrinsic motivation and ethical leadership.

scholarly journals It’s my choice! Investigating barriers to pro-social blood donating behaviour

2017 ◽  
Vol 35 (2) ◽  
pp. 243-258 ◽  
Author(s):  
Robin Pentecost ◽  
Denni Arli ◽  
Sharyn Thiele
Keyword(s):  
Design Methodology ◽  
Blood Donation ◽  
Self Determination Theory ◽  
Self Determination ◽  
Capital City ◽  
Content Type ◽  
Self Identity ◽  
External Regulation ◽  
Intrinsic Motivations ◽  
International University

Purpose The purpose of this paper is to investigate barriers to pro-social behaviour in the form of blood donating using self-determination theory. Design/methodology/approach Respondents were recruited through intercepts at a major international university and at points within the community in a capital city in Australia. Sampling was conducted over a three-week period resulting in a sample of 617 respondents. Findings Results show intrinsic motivations positively influence intentions towards blood donation, self-identity, and locus of control. Further, despite positively influencing other factors, external regulation positively influenced amotivation indicating the more likely people feel pressured to donate blood, the less likely they will be motivated to donate blood. Originality/value This would suggest one way to influence more people to become donors is to place greater focus on the positive emotional feelings they derive from the act of donating blood and the control they have over that donation. Using external regulation strategy which often suggests people “must” or “have-to” donate blood may be limiting blood donation numbers.

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