scholarly journals Child helplines: exploring determinants and boundary conditions of volunteer encounter satisfaction

2020 ◽  
Vol 34 (5) ◽  
pp. 589-600
Author(s):  
Joshua Siegel ◽  
Willemijn van Dolen
Keyword(s):  
Emotional Support ◽  
Service Encounters ◽  
Negative Effects ◽  
Content Type ◽  
Children's Perceptions ◽  
Children’S Perceptions ◽  
Service Offering ◽  
Partner Effect ◽  
The Relationship ◽  
Previous Encounter

Purpose Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The purpose of this study is to understand how children’s perceptions of instrumental and emotional support (partner effects) influence volunteer encounter satisfaction, and whether this effect is moderated by a volunteer’s previous encounter experience and levels of interpersonal and service-offering adaptiveness. Design/methodology/approach The sample consisted of 377 dyads of 116 volunteers and 377 children from online service encounters at a child helpline. Questionnaires were used to measure satisfaction, support and volunteer adaptiveness. A multilevel model was estimated to test the hypothesized moderation effects. Findings This study revealed that the instrumental support partner effect positively influenced volunteer encounter satisfaction. This relationship was stronger when the previous encounter was less satisfying or for volunteers with higher interpersonal, but not higher service-offering, adaptiveness. Negative effects on the relationship between the emotional support partner effect and volunteer encounter satisfaction were found after a less satisfying previous encounter or for volunteers with higher interpersonal adaptiveness. Originality/value This study contributes to the services and volunteerism literature by providing a unique perspective on the interpersonal influence between volunteers and children during service encounters. In the context of child helplines, this paper illustrates how volunteer encounter satisfaction is a function of the intricate interplay between children’s perceptions of the service encounter and volunteers’ perceptions of previous experiences and their adaptiveness.

Exploring privacy and trust for employee monitoring

2015 ◽  
Vol 115 (1) ◽  
pp. 88-106 ◽  
Author(s):  
Shuchih Ernest Chang ◽  
Anne Yenching Liu ◽  
Sungmin Lin
Keyword(s):  
Organizational Culture ◽  
Employee Performance ◽  
Full Time ◽  
Negative Effects ◽  
Content Type ◽  
Positive Effects ◽  
Study Results ◽  
Employee Monitoring ◽  
Communication Privacy ◽  
The Relationship

Purpose – The purpose of this paper is to evaluate privacy boundaries and explores employees’ reactions in employee monitoring. Design/methodology/approach – The research used the metaphor of boundary turbulence in the Communication Privacy Management (CPM) theory to demonstrate the psychological effect on employees. The model comprised organizational culture, CPM, trust, and employee performance in employee monitoring to further investigated the influence exerted by organizational culture and how employees viewed their trust within the organization when implementing employee monitoring. Variables were measured empirically by administrating questionnaires to full-time employees in organizations that currently practice employee monitoring. Findings – The findings showed that a control-oriented organizational culture raised communication privacy turbulence in CPM. The communication privacy turbulence in CPM mostly had negative effects on trust in employee monitoring policy, but not on trust in employee monitoring members. Both trust in employee monitoring policy and trust in employee monitoring members had positive effects on employee commitment and compliance to employee monitoring. Research limitations/implications – This research applied the CPM theory in workplace privacy to explore the relationship between employees’ privacy and trust. The results provide insights of why employees feel psychological resistance when they are forced to accept the practice of employee monitoring. In addition, this study explored the relationship between CPM and trust, and offer support and verification to prior studies. Practical implications – For practitioners, the findings help organizations to improve the performance of their employees and to design a more effective environment for employee monitoring. Originality/value – A research model was proposed to study the impacts of CPM on employee monitoring, after a broad survey on related researches. The validated model and its corresponding study results can be referenced by organization managers and decision makers to make favorable tactics for achieving their goals of implementing employee monitoring.

Leader humility and employee organizational deviance: the role of sense of power and organizational identification

2020 ◽  
Vol 41 (3) ◽  
pp. 463-479
Author(s):  
Guo Qiuyun ◽  
Wenxing Liu ◽  
Kong Zhou ◽  
Jianghua Mao
Keyword(s):  
Organizational Identification ◽  
Chinese Culture ◽  
Deviant Behavior ◽  
Hierarchical Regression ◽  
Negative Effects ◽  
Organizational Deviance ◽  
Content Type ◽  
The Relationship ◽  
Sense Of Power ◽  
Leader Humility

PurposeThe authors examined the relationship between leader humility and employee organizational deviance. They also tested the mediating effects of personal sense of power and the moderating effects of organizational identification on this relationship.Design/methodology/approachThe authors tested their hypotheses using a sample of 186 employees from an information technology (IT) enterprise in China. They used hierarchical regression and bootstrapping analyses to test for direct and indirect relationships.FindingsSense of power mediated the effect of leader humility on organizational deviance and organizational identification moderated the effect of sense of power on organizational deviance. In addition, organizational identification mediated the indirect effect of leader humility on organizational deviance via sense of power. Thus, employees who demonstrate high organizational identification may not conduct organizational deviant behavior, even if they have a high sense of power.Practical implicationsOrganizations should explore and practice effective leader humility. Selection and training programs should be developed to choose humble leaders and teach them how to exhibit moderate humility.Originality/valueThe authors contribute to the literature by revealing the negative effects of leader humility in Chinese culture. They find support for their hypotheses that employee sense of power mediates the relationship between leader humility and employee organizational deviance and that this relationship is weaker when employee organizational identification is higher. This clarifies how and why leader humility stimulates employee organizational deviance.

Workplace resources and employee resilience: the role of regulatory profiles

2017 ◽  
Vol 22 (4) ◽  
pp. 419-435 ◽  
Author(s):  
Joana Kuntz ◽  
Philippa Connell ◽  
Katharina Näswall
Keyword(s):  
Regulatory Focus ◽  
Online Survey ◽  
Negative Effects ◽  
Prevention Focus ◽  
Content Type ◽  
Joint Effects ◽  
Main Effects ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the independent and joint effects of regulatory focus (promotion and prevention) on the relationship between workplace resources (support and feedback) and employee resilience. It proposed that, at high levels of resource availability, a high promotion-high prevention profile would elicit the highest levels of employee resilience. Design/methodology/approach An online survey was completed by 162 white collar employees from four organisations. In addition to the main effects, two- and three-way interactions were examined to test hypotheses. Findings Promotion focus was positively associated with employee resilience, and though the relationship between prevention focus and resilience was non-significant, both regulatory foci buffered against the negative effects of low resources. Employees with high promotion-high prevention focus displayed the highest levels of resilience, especially at high levels of feedback. Conversely, the resilience of low promotion-low prevention individuals was susceptible to feedback availability. Practical implications Employee resilience development and demonstration are contingent not only on resources, but also on psychological processes, particularly regulatory focus. Organisations will develop resilience to the extent that they provide workplace resources, and, importantly, stimulate both promotion and prevention perspectives on resource management. Originality/value This study extends the research on regulatory focus theory by testing the joint effects of promotion and prevention foci on workplace resources, and the relationship between regulatory foci and employee resilience.

Effects of enterprise social media usage on task performance through perceived task structure: the moderating role of perceived team diversity

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manting Deng ◽  
Hefu Liu ◽  
Qian Huang ◽  
Guanqi Ding
Keyword(s):  
Social Media ◽  
Task Performance ◽  
Task Structure ◽  
Negative Effects ◽  
Content Type ◽  
Team Diversity ◽  
Enterprise Social Media ◽  
The Relationship ◽  
And Task

PurposeOrganisations have widely adopted enterprise social media (ESM) to improve employees' task performance. This study aims to explore the mediating role of perceived task structure on the relationship between ESM usage and employee task performance. The authors investigate the moderating effects of perceived team diversity on the relationship between ESM usage and perceived task structure.Design/methodology/approachThe authors conducted a questionnaire survey in China on 251 working professionals who use social media in their respective organisations.FindingsResults showed that employees' perception of task structure considerably mediates the relationship between ESM usage and task performance. Findings also confirmed that perceived team diversity negatively affects the relationship between ESM usage and perceived task interdependence.Research limitations/implicationsPractitioners and/or managers should pay attention to the effect of ESM usage on employee's perceived task structure. Furthermore, they should focus on the level of team diversity when adopting ESM to enhance task performance.Originality/valueThis study contributes to the knowledge of perceived task structure in explaining the effect of ESM usage on task performance based on communication visibility theory. This work presents the relationship among ESM usage, perceived task structure, perceived team diversity and task performance. Moreover, this research enriches the literature on ESM usage by investigating the moderating roles of perceived team diversity whilst presenting the negative effects of perceived team diversity.

A Study of the Relationship between Physical Awkwardness and Children’s Perceptions of Physical Competence

1994 ◽  
Vol 11 (3) ◽  
pp. 275-283 ◽  
Author(s):  
Janice L. Causgrove Dunn ◽  
E Jane. Watkinson
Keyword(s):  
Regression Analysis ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Third Grade ◽  
Physical Competence ◽  
Children's Perceptions ◽  
Children’S Perceptions ◽  
The Relationship

This study explored the relationship between perceived physical competence and physical awkwardness in an effort to gain further understanding of the effects of motor incompetence on behavior. Subjects included 195 children in Grades 3 through 6. Multiple regression analysis found that gender, the importance attached to physical competence, and the interaction between severity of awkwardness and grade were significant predictors of perceptions of physical competence. As expected, males reported higher perceptions of physical competence than females. In addition, the higher the rating that subjects attached to the importance of physical competence, the higher their perceptions of physical competence. Investigation of the interaction between severity of awkwardness and grade revealed that the expected decrease in perceptions of competence associated with increasing severity of awkwardness was present only in third-grade children. It is suggested that older awkward children may utilize strategies to maintain positive perceptions of competence and motivation.

Incivility, satisfaction and turnover intention of tourist hotel chefs

2019 ◽  
Vol 31 (5) ◽  
pp. 2034-2053 ◽  
Author(s):  
Hsi-Tien Chen ◽  
Chih-Hung Wang
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Turnover Intention ◽  
Workplace Incivility ◽  
Moderating Effect ◽  
Negative Effects ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship ◽  
Structured Questionnaire

Purpose This study examines the relationships among workplace incivility, job satisfaction and turnover intention for tourist hotel chefs. Furthermore, emotional intelligence is taken as the moderating variable on the relationships between workplace incivility and job satisfaction and workplace incivility and turnover intention. Design/methodology/approach Tourist hotel chefs were invited to participate in this study using purposive sampling, and a structured questionnaire was administered to carry out the investigation on tourist hotel chefs. Findings The results show that workplace incivility has negative effects on job satisfaction and casts positive effects on turnover intention through job satisfaction. Emotional intelligence has a significant moderating effect on the relationship between workplace incivility and job satisfaction. Originality/value This study firstly demonstrated the relationships among workplace incivility, job satisfaction and turnover intention for tourist hotel chefs. Furthermore, the moderating effect of emotional intelligence on the relationship between workplace incivility and job satisfaction was also validated.

scholarly journals Examining the role of attribution and intercultural competence in intercultural service encounters

2014 ◽  
Vol 28 (2) ◽  
pp. 159-170 ◽  
Author(s):  
Jackie Tam ◽  
Piyush Sharma ◽  
Namwoon Kim
Keyword(s):  
Customer Satisfaction ◽  
Intercultural Competence ◽  
Cultural Distance ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Culture Distance ◽  
Perceived Cultural Distance ◽  
The Relationship

Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were used to develop an understanding of customer experience and evaluations in intercultural service encounters. A quasi-experiment with 236 customers was used to empirically examine the relationships between perceived culture distance, cultural attribution, intercultural competence and customer satisfaction. Findings – Perceived culture distance is positively related to customer satisfaction, with cultural attribution mediating the relationship between perceived cultural distance and customer satisfaction, and partially mediating the moderating effect of intercultural competence on the relationship between perceived culture distance and customer satisfaction. Research limitations/implications – This study focuses on cultural attribution in intercultural service encounters. It is acknowledged that there are other attribution dimensions such as stability and controllability which may interact with perceived culture distance and influence subsequent customer satisfaction evaluation. Future research should consider these various dimensions and examine their mediating role in customer satisfaction. Practical implications – It is recommended that service firms educate their customers of diverse cultures about local norms and practices, and proactively manage their expectations throughout the service experience. Originality/value – Despite the growing importance of intercultural service encounters, the findings of the relationship between perceived cultural distance and customer satisfaction are mixed. This study contributes to the literature by advancing our theoretical knowledge and empirical evidence of the role of cultural attribution and intercultural competence in intercultural service encounters.

The era of consumer entitlement: investigating entitlement after a perceived brand failure

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joanna Phillips Melancon ◽  
Mary Jane Gardner ◽  
Vassilis Dalakas
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Service Encounters ◽  
Online Questionnaire ◽  
Content Type ◽  
Fan Identification ◽  
The Relationship ◽  
Relational Behaviors

Purpose The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer entitlement on satisfaction and behavioral intentions. Design/methodology/approach An online questionnaire asked 226 Game of Thrones viewers about their reactions to the final season of the series. Partial least squares structural equation modeling was the analysis method for testing the hypotheses. Findings Investment, perceived justice and collective fairness are all predictors of entitlement. Fan identification increases feelings of investment. Entitlement has a negative relationship with satisfaction, and satisfaction is positively related to relational behaviors. Practical implications Loyal, highly entitled consumers can make life difficult for a brand in customer service encounters, on social media and financially. The manuscript offers managers an understanding of which consumers and situations may elicit entitlement and how to mitigate entitlement. Originality/value This is one of the first studies to attempt to model antecedents of consumer entitlement and to study entitlement among highly loyal consumers in response to a perceived brand failure. The study furthers existing research by pointing out the effect of entitlement on the relationship with the brand and consequences for the brand, as opposed to past studies, which have largely explored the effects of working with entitled consumers on front-line employees.

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