scholarly journals Examining the drivers of deviant service adaption in fashion retailing: the role of tenure

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gary Mortimer ◽  
Shasha Wang
Keyword(s):  
Online Survey ◽  
Deviant Behavior ◽  
Cross Sectional ◽  
Content Type ◽  
Positive Effects ◽  
Level Data ◽  
Future Potential ◽  
Fashion Retail ◽  
Deviance Theory

PurposeFashion retail employees sometimes “bend the rules” to help their customers. Referred to as customer-oriented deviance, this study responds to calls to examine the motivational antecedents of this behavior. This research also tests the moderating effect of tenure on the relationships between a frontline employee's motivations, their customer-oriented deviance behaviors and commitment to the organization.Design/methodology/approachData were collected via a self-completed, anonymous, online survey provided to a sample of 390 sales associates employed in retail fashion businesses.FindingsFindings demonstrate that fashion retail employees were inclined to adapt service procedures and engage in deviant communication about either their organization and/or the products they sell for both pro-social and self-directed reasons. Interestingly, long-tenured employees demonstrated consistently lower motivations to engage in consumer-oriented deviance compared to short-tenured employees. However, analysis indicated no significant differences between short-tenured and long-tenured employees in their consumer-oriented deviance behaviors and commitment to the organization.Research limitations/implicationsThe cross-sectional nature and single-level data collection naturally put limitations on the generalizability of this research. The study does not examine alternative constructs that might mediate/moderate tested relationships, such as perceived empowerment, gender or risk, hence, future potential avenues for further inquiry are presented.Originality/valueThis research contributes to positive deviance theory and extends existing knowledge by developing an extensive model of motivational antecedents, a moderator and an outcome of consumer-oriented deviant behavior. For managers, this research provides valuable insights for organizations, which may create positive effects on service quality and a reduction in employee turnover.

Effects of experiential stimuli on customers’ responses

2016 ◽  
Vol 7 (4) ◽  
pp. 390-404 ◽  
Author(s):  
Seonjeong Ally Lee ◽  
Miyoung Jeong ◽  
Myunghee Mindy Jeon
Keyword(s):  
Social Presence ◽  
Behavioral Intentions ◽  
Design Methodology ◽  
Online Survey ◽  
Flow Experience ◽  
Cross Sectional ◽  
Content Type ◽  
Positive Effects ◽  
Bed And Breakfast ◽  
Perceived Enjoyment

Purpose The purpose of this study is to propose four experiential components of e-servicescape that influence customers’ pleasure emotions, satisfaction with bed and breakfast (b&b) websites and behavioral intentions in the context of the b&b industry. Design/methodology/approach This study is based on a cross-sectional, self-administered online survey from b&b customers. Findings This study identifies that both perceived enjoyment and social presence represent positive effects on customers’ pleasure emotions and satisfaction with b&b websites. However, flow experience only influences customers’ pleasure emotions, and interactivity only affects customers’ satisfaction with b&b websites. Results from this study confirm that customers’ pleasure emotions influence their satisfaction with b&b websites and their behavioral intentions. Originality/value This paper incorporates the roles of experiential factors of e-servicescape in the context of the b&b industry.

After-hours work-related technology use and individuals' deviance: the role of other-initiated versus self-initiated interruptions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Junaid Khalid ◽  
Qingxiong Derek Weng ◽  
Adeel Luqman ◽  
Muhammad Imran Rasheed ◽  
Maryam Hina
Keyword(s):  
Technology Use ◽  
Online Survey ◽  
Deviant Behavior ◽  
Moderated Mediation ◽  
Content Type ◽  
Deviant Behaviors ◽  
Work Related ◽  
Conducting Path ◽  
After Hours

PurposeThe purpose of this study is to investigate the effect of after-hours work-related technology use on interpersonal, organizational and nonwork deviance through work–family conflict (WFC) by focusing on the moderating role of other- and self-initiated interruptions.Design/methodology/approachThe online survey included 318 valid samples from employees working in different organizations in the Anhui provinces of the People's Republic of China. The authors applied Statistical Package for Social Sciences (SPSS) process macros for testing mediation and moderated mediation analysis while conducting path analytic procedures and bootstrapping analysis.FindingsThis study found that after-hours work-related technology use is positively associated with interpersonal, organizational and nonwork deviance through WFC. This positive relationship strengthens in the presence of other-initiated interruptions compared with self-initiated interruptions. The results show that as compared to self-initiated interruptions, other-initiated interruptions strengthen the relationship between after-hours work-related technology use and its outcomes in the forms of WFC and deviance.Originality/valueAfter-hours work-related technology use is a ubiquitous phenomenon and got significant scholarly attention. However, its effect on WFC and individual deviant behaviors has never been studied. Moreover, the moderated-mediation role of self-initiated and other-initiated interruptions presents a unique and important development in the context of after-hours work-related technology use and deviant behavior.

Does rational culture matter in the relationship between lean manufacturing practices and operational productivity?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Choon Hee Ong ◽  
You Ying Koo ◽  
Owee Kowang Tan ◽  
Chin Fei Goh
Keyword(s):  
Quality Control ◽  
Lean Manufacturing ◽  
Online Survey ◽  
Hierarchical Regression ◽  
Cross Sectional ◽  
Content Type ◽  
New Findings ◽  
Study Results ◽  
The Relationship

PurposeThis paper aims to examine the role of rational culture in the relationship between lean manufacturing practices and operational productivity in the machinery and equipment industry.Design/methodology/approachThis study uses a cross-sectional quantitative approach to conduct the research. Using an online survey questionnaire, 118 responses were collected. SPSS was used to assess validity, reliability and hypothesis testing of the study variables. Hierarchical regression analysis was employed to investigate the moderating effects of rational culture.FindingsThe study results reveal that quick setup and quality control were significantly related to operational productivity. Rational culture was a significant quasi-moderator.Practical implicationsThis study highlights the importance of quick setup and quality control for machinery and equipment firms to gain higher operational productivity. Rational culture could be used to drive the firms toward greater achievements in this regard.Originality/valueThe use of rational culture as a quasi-moderator in the relationship between lean manufacturing practices and operational productivity is unprecedented. This study offers new findings by introducing the role of rational culture to enhance the effects of lean manufacturing practices on operational productivity.

Role of brand story on narrative engagement, brand attitude, and behavioral intention

2017 ◽  
Vol 8 (3) ◽  
pp. 465-480 ◽  
Author(s):  
Seonjeong Ally Lee ◽  
Miyoung Jeong
Keyword(s):  
Social Networking Sites ◽  
Behavioral Intentions ◽  
Online Survey ◽  
Management Practices ◽  
Hotel Management ◽  
Cross Sectional ◽  
Content Type ◽  
Different Types ◽  
Narrative Engagement

Purpose This study aims to investigate antecedents and outcomes of customers’ narrative engagement on hotels’ social networking sites (SNSs). Four different types of brand story were explored as antecedents for brand story. Design/methodology/approach A cross-sectional, self-administered, online survey was conducted with customers who have stayed at a hotel and have used hotel SNSs within the past 12 months. Findings Results identified authenticity and humor brand story influenced customers’ narrative engagement, which further influenced their brand attitudes and behavioral intentions. However, reversal and conciseness types of a hotel’s brand story did not lead to customers’ narrative engagement. Research limitations/implications The role of SNSs in the hotel industry is evolving; however, the use of a hotel’s brand story has not been closely examined to date. This study investigated the importance of a hotel’s brand story that influenced customers’ narrative engagement on SNSs. Practical implications The prevalence of SNSs has changed hotel management practices. Hotels are suggested to pay attention to create persuasive brand stories that encourage customers’ visits to the hotel. Originality/value This study is an original attempt to propose a conceptual framework, explaining the relationships among different types of hotel brand stories, customers’ narrative engagements, their attitudes and their behavioral intentions in the SNSs context.

The Role of Public Skepticism and Distrust in the Process of CSR Communication

2019 ◽  
pp. 232948841986688
Author(s):  
Sora Kim ◽  
Hyejoon Rim
Keyword(s):  
Online Survey ◽  
Personal Relevance ◽  
Mediation Model ◽  
Cross Sectional ◽  
Csr Communication ◽  
Positive Effects ◽  
Moderated Mediation Model ◽  
Corporate Social ◽  
Moderating Role

Through a cross-sectional online survey, this study examines the moderated mediation model of public skepticism toward organizational altruism and public distrust of CSR messages in the process of corporate social responsibility (CSR) communication. Focusing solely on CSR communication elements rather than CSR practice, this study sheds light on the significant role that effective CSR communication elements play in attenuating public skepticism and further inducing positive public evaluations of an organization. Our results suggest that skepticism toward altruism is significantly reduced by the six effective CSR communication elements—CSR informativeness, transparency, objectivity, consistency, personal relevance, and a less promotional tone. In turn, an organization is able to restore the publics’ positive evaluation of it. Although this study confirms the moderating role of public distrust in the process, it also reveals this moderating role to move in an unexpected direction. That is, the positive effects of effective CSR communication elements are much greater for people who have stronger distrust of CSR messages than those with less distrust. This indicates that public distrust of CSR messages (developed over time) may be overcome with quality CSR communication.

Skill-enhancing human resource practices and firm performance: the mediating role of innovativeness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joan-Lluís Capelleras ◽  
Shpresim Domi ◽  
Giovanni Belletti
Keyword(s):  
Firm Performance ◽  
Structural Equation ◽  
Online Survey ◽  
Performance Outcomes ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type ◽  
Hr Practices

Purpose The purpose of this study is to investigate the interplay of skill-enhancing human resources (HR) practices, innovativeness and firm performance. Design/methodology/approach Data from 211 valid cases were gathered through an online survey and face-to-face interviews with Albanian tourism firms. Structural equation modeling was implemented to test the proposed hypotheses. Findings The results suggest that HR training has a positive influence on innovativeness, which in turn affects positively firm performance. Thus, there is a mediation effect of innovativeness in the link between training and performance. Research limitations/implications The findings are in line with the strategic perspective on HR management, which suggests that HR practices are likely to indirectly affect firm performance. However, results should be interpreted with caution due to the cross-sectional nature of the data. Practical implications HR training practices may help tourism firms to increase their innovation orientation and ultimately improve their performance outcomes. Originality/value Investigating the mediation role of innovativeness on the relationship between skill-enhancing HR practices and firm performance within the tourism context is the core contribution.

Understanding how and when workplace ostracism jeopardizes work effort

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Adeel Anjum ◽  
Dapeng Liang ◽  
Ammarah Ahmed ◽  
Anjum Parvez
Keyword(s):  
Service Sector ◽  
Online Survey ◽  
Management Practices ◽  
Negative Relationship ◽  
Full Time ◽  
Work Effort ◽  
Cross Sectional ◽  
Content Type ◽  
Workplace Ostracism

PurposeWhile the performance consequences of workplace ostracism (WO) have been examined in many studies, relatively little is known about WO's relationship with work effort (WE), which is a vital part of the performance domain. Moreover, the literature is largely silent regarding how WO translates into reduced effort and when such effects are less likely. The purpose of the study is to bridge these gaps. Specifically, the paper examines the relationship between WO and WE, taking into account the mediating role of emotional exhaustion (EE) and the moderating role of work centrality (WC).Design/methodology/approachData for the study came from an online survey of 310 full-time employees of service-sector organizations in Pakistan. The PROCESS macro, a robust computational tool for research models involving both mediating and moderating mechanisms, was used for analysis.FindingsWO was found to be a risk factor for organizations in that it not only induces/aggravates strain in employees, but also hampers them in expending effort in given roles. Findings further highlight that the negative relationship between WO and WE is mediated by EE and moderated by WC.Research limitations/implicationsOwing to the cross-sectional data and correlational research design, the study has limited power to make causal inferences about the relationships between the constructs (e.g. WO and WE). Further, the study is conducted in a collectivist culture where people are particularly sensitive to WO; it is, therefore, possible that the strength of relationships between the constructs might differ in individualistic cultures.Practical implicationsApart from informing management practices in relation to minimizing the occurrence of WO, the study also offers valuable insights into how employees can protect themselves from the negative effects of WO.Originality/valueThe study is among the very few empirical works that simultaneously explicate how and when WO jeopardizes employees' WE.

Testing the Strain Theory of Suicide – The Moderating Role of Social Support

Crisis ◽  
2020 ◽  
Vol 41 (2) ◽  
pp. 82-88 ◽  
Author(s):  
Bob Lew ◽  
Ksenia Chistopolskaya ◽  
Yanzheng Liu ◽  
Mansor Abu Talib ◽  
Olga Mitina ◽  
...  
Keyword(s):  
Social Support ◽  
Suicidal Behavior ◽  
Online Survey ◽  
Perceived Social Support ◽  
Strain Theory ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Psychological Strains ◽  
Moderating Role

Abstract. Background: According to the strain theory of suicide, strains, resulting from conflicting and competing pressures in an individual's life, are hypothesized to precede suicide. But social support is an important factor that can mitigate strains and lessen their input in suicidal behavior. Aims: This study was designed to assess the moderating role of social support in the relation between strain and suicidality. Methods: A sample of 1,051 employees were recruited in Beijing, the capital of China, through an online survey. Moderation analysis was performed using SPSS PROCESS Macro. Social support was measured with the Multidimensional Scale of Perceived Social Support, and strains were assessed with the Psychological Strains Scale. Results: Psychological strains are a good predictor of suicidality, and social support, a basic need for each human being, moderates and decreases the effects of psychological strains on suicidality. Limitations: The cross-sectional survey limited the extent to which conclusions about causal relationships can be drawn. Furthermore, the results may not be generalized to the whole of China because of its diversity. Conclusion: Social support has a tendency to mitigate the effects of psychological strains on suicidality.

Categorization flexibility and unconventional choices: is life an adventure?

2020 ◽  
Vol 54 (8) ◽  
pp. 1963-1986
Author(s):  
Tilottama G. Chowdhury ◽  
Feisal Murshed
Keyword(s):  
Interactive Effect ◽  
Interactive Effects ◽  
Cognitive Capacity ◽  
Purchase Behavior ◽  
Consumer Decision Making ◽  
Cross Sectional ◽  
Content Type ◽  
Cross Domain ◽  
Multiple Domains

Purpose This paper proposes that categorization flexibility, operationalized as the cognitive capacity that cross-categorizes products in multiple situational categories across multiple domains, might favorably influence a consumer’s evaluation of unconventional options. Design/methodology/approach Experimental research design is used to test the theory. An exploratory study first establishes the effect of categorization flexibility in a non-food domain. Study 1 documents the moderating role of decision domain, showing that the effect works only under low- (vs high-) consequence domain. Studies 2A and 2B further refine the notion by showing that individuals can be primed in a relatively higher categorization flexibility frame of mind. Study 3 demonstrates the interactive effect of categorization flexibility and adventure priming in a high-consequence domain. Study 4 integrates the interactive effects of decisions with low- vs high-consequence, adventure priming and categorization flexibility within a single decision domain of high consequence. Findings Consumers with higher- (vs lower-) categorization flexibility tend to opt for unconventional choices when the decision domain entails low consequences, whereas such a result does not hold under decision domain of high consequences. The categorization flexibility effects in case of low-consequence decision domain holds true even when consumers are primed to be categorization flexible. Furthermore, with additional adventure priming, consumers show an increased preference for unconventional options even under a decision domain with high consequence. Research limitations/implications This study could not examine real purchase behavior as results are based on cross-sectional, behavioral intention data. In addition, it did not examine the underlying reason for presence of cross-domain categorization flexibility index. Practical implications The results suggest that stimuli may be tailored to consumers in ways that increase the salience and the perceived attractiveness of unconventional choices. Further, data reinforce the notion of cross-categorical interrelations among different domains, which could be leveraged by marketers. Originality/value This study represents the first documentation of the potential ways by which unconventional product choice might be a function of individuals’ categorization flexibility level across different types of decision domains. The findings yield implications that are novel to both categorization and consumer decision-making literature.

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.

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