Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private service sector organizations in India

2015 ◽  
Vol 29 (1) ◽  
pp. 59-70 ◽  
Author(s):  
Sapna Popli ◽  
Irfan A Rizvi
Keyword(s):  
Employee Engagement ◽  
Cross Section ◽  
Leadership Style ◽  
Service Sector ◽  
Equation Modeling ◽  
Service Orientation ◽  
Content Type ◽  
Private Service ◽  
Structured Equation Modeling ◽  
The Given

Purpose – The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement to predict service orientation in the given cross section. Design/methodology/approach – The paper has used a single cross-sectional descriptive design. Purposive sampling has been used to identify respondents who are managers in the private service sector organisations in India. A valid sample size of 106 has been used for the analysis. Instruments used for perceived leadership style are as follows: Multifactor Leadership Questionnaire (MLQ-5X short form); Employee Engagement E3 (DDI) and Service Orientation (Frimpong and Wilson, 2012). Findings – Service orientation is found to be strongly correlated to employee engagement and employee engagement is a strong predictor of service orientation. The other relationships which are significant and moderately correlated are that of transformational leadership and employee engagement and also of transformational leadership and service orientation. Research limitations/implications – The study highlights the importance and significant role of leadership and employee engagement for higher service orientation in the given cross section. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques. Practical implications – The research emphasizes that organizations need to focus on employee engagement as much as they focus on customers. The differential advantage to organizations will come through the employees and their behaviors towards customers. Appropriate leadership styles that drive engagement and service-oriented behaviors can be fostered in organizations to drive service performance. The mediating impact of employee engagement of the leadership style and service orientation relationship could be further explored through path analysis or structured equation modeling techniques. Originality/value – The research is focused in the private service sector organizations in India and data and results support the need to focus on employees for higher scores on customer parameters. The respondents are from a cross section of service organizations and, hence, emphasizing the interplay of the three variables across organizations. The paper supports the critical role of leadership and employees in creating a higher service orientation.

Leadership style and service orientation: the catalytic role of employee engagement

2017 ◽  
Vol 27 (1) ◽  
pp. 292-310 ◽  
Author(s):  
Sapna Popli ◽  
Irfan A. Rizvi
Keyword(s):  
Leadership Styles ◽  
Employee Engagement ◽  
Leadership Style ◽  
Service Sector ◽  
Employee Attitudes ◽  
Service Orientation ◽  
National Capital Region ◽  
Front Line ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in this study examines three models of influence on SO. The first model evaluates the influence of leadership on SO, the second focuses on the influence of EE on SO and the third explores the influence of leadership on SO through EE. The study provides evidence to support that the relationship between leadership styles and SO is impacted by EE. The results suggest that organizations need to develop systems and processes that focus on the employee and EE for definitive service outcomes. At a theoretical level, the paper provides a direction for further exploration of an integrated theory of leadership and engagement to drive SO in organizations. Design/methodology/approach This empirical study uses a cross-sectional descriptive design. Hierarchical regression and mediation analysis were applied to process the data that were collected from more than 400 front-line employees from five service sector organizations in the Delhi-National Capital Region (Delhi-NCR) of India using validated instruments. Findings The results from this study reveal both direct and indirect relationships among the variables. EE emerged as a critical variable that influences SO of employees. EE partially mediates the transformational leadership style-SO relationship and also the passive-avoidant-SO relationship and it fully mediates the transactional leadership-SO relationship. While all relationships of leadership-engagement, leadership-SO and engagement-SO are significant, the mediating effects accentuate the importance of EE in organizations. Practical implications Leadership style on its own has a direct bearing on EE and SO of employees, the three associations are significantly impacted under the mediating influence of EE. With EE emerging as a critical factor, organizations need to ensure engaging behaviors are measured and enhanced throughout the employee-life-cycle including hiring, training, rewarding and managing performance. The results of the study suggest that an integrated approach of developing and inculcating leadership styles that drive EE could be the basis for leadership development programs especially in the service sector organizations. Originality/value The originality of the paper is derived from the three variables studied in the context of the sample characteristics (front-line employees, young), industry sector (across service sector) and geographical location (Delhi-NCR-India). Not many empirical studies on these variables are available from the region. The empirical evidence on the influence of EE adds weight to the growing strategic importance of EE in organizations. The research also highlights leadership and EE together influence specific employee attitudes and behavior (SO).

The role of leadership and engagement in call center performance: answering the call in Peru

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rachel Gabel Shemueli ◽  
Mary F. Sully de Luque ◽  
Danae Bahamonde
Keyword(s):  
Employee Engagement ◽  
Leadership Style ◽  
Call Center ◽  
Structural Equation ◽  
Equation Modeling ◽  
Role Performance ◽  
Feedback Seeking ◽  
Content Type ◽  
Seeking Behavior ◽  
And Performance

PurposeTo examine the effects of leadership style on in-role performance through feedback seeking behavior (FSB) and engagement using the job demands resource theory (JD-R).Design/methodology/approachThe sample consisted of 152 employees working in a Peruvian call center. Structural equation modeling (SEM) was used to test the research hypotheses.FindingsTransformational leadership was significantly related to in-role performance, with FSB and engagement sequentially mediating the relationship.Originality/valueThis study highlights the motivational processes that can lead to employee engagement and performance within a call center and identifies the contribution of feedback seeking within this environment.

Transformational leadership and employee engagement in Trinidad’s service sector

2019 ◽  
Vol 15 (4) ◽  
pp. 691-715 ◽  
Author(s):  
Paul Tristen Balwant ◽  
Rehaana Mohammed ◽  
Riann Singh
Keyword(s):  
Transformational Leadership ◽  
Employee Engagement ◽  
Service Sector ◽  
Supervisor Support ◽  
Service Organizations ◽  
Job Resources ◽  
Equation Modeling ◽  
Free Access ◽  
Content Type ◽  
The Relationship

Purpose The purpose of this paper is twofold: investigate job resources as a moderator in the relationship between transformational leadership and employee engagement in service sector organizations, and investigate the relative importance of each dimension of job resources in relation to employee engagement. Design/methodology/approach Quantitative data were collected using a survey design for which 187 employees responded. These employees were sourced from retail stores across ten shopping malls located in Trinidad. Findings Findings from a hierarchical multiple regression supported the first two hypotheses and showed that transformational leadership was positively related to employee engagement and job resources moderated the relationship between transformational leadership and employee engagement. However, findings from structural equation modeling did not support the third hypothesis because supervisor support was negatively related to employee engagement. Practical implications Implications for service organizations include the provision of adequate job resources so that the effect of transformational leadership on employee engagement can be realized. Specifically, organizations must provide job control to employees, promote free access to information, create an innovative climate and develop a supportive work climate. Instead of focusing on the job resource of supervisor support, service organizations may need to build an environment that stimulates coworker support. Originality/value This study not only adds to the limited body of research on organizational leadership in emerging markets, but also contributes to the field of organizational behavior by showing an important condition (i.e. job resources) under which the relationship between transformational leadership and employee engagement varies and unraveling the dimensions of job resources in relation to employee engagement.

Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector

2018 ◽  
Vol 42 (3/4) ◽  
pp. 191-209 ◽  
Author(s):  
Karen R. Johnson ◽  
Sunyoung Park ◽  
Kenneth R. Bartlett
Keyword(s):  
Employee Engagement ◽  
Customer Service ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Service Orientation ◽  
Content Type ◽  
Customer Service Training ◽  
Service Training ◽  
Hospitality Sector ◽  
The Relationship

Purpose The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry. Design/methodology/approach A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling. Findings Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement. Research limitations/implications This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement. Practical implications The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees. Originality/value The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

Entrepreneur’s paternalistic leadership style and creativity

2016 ◽  
Vol 54 (9) ◽  
pp. 2310-2324 ◽  
Author(s):  
Alisher Tohirovich Dedahanov ◽  
Do Hyung Lee ◽  
Jaehoon Rhee ◽  
Junghyun Yoon
Keyword(s):  
Leadership Style ◽  
Moral Leadership ◽  
Employee Voice ◽  
Equation Modeling ◽  
Paternalistic Leadership ◽  
Content Type ◽  
Authoritarian Leadership ◽  
Mediating Role ◽  
Structured Equation Modeling

Purpose Despite the number of studies on employee voice much remains unknown regarding the mediating role of employee voice in the link between entrepreneur’s paternalistic leadership style and creativity. Therefore, the purpose of this paper is to examine the influence of authoritarian, benevolent and moral leadership on creativity via employee voice. Design/methodology/approach The study utilized structured equation modeling to evaluate the data from 387 highly skilled employees in Republic of Korea. Findings The findings suggested that authoritarian leadership style reduces employee voice which in turn impacts on creativity and moral leadership facilitates creativity via employee voice. Originality/value The study is the first to discover the mediating role of employee voice on the association between authoritarian, moral leadership and creativity.

Job meaningfulness, employee engagement, supervisory support and job performance: a moderated-mediation analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abinash Panda ◽  
Subhashis Sinha ◽  
Nikunj Kumar Jain
Keyword(s):  
Job Performance ◽  
Employee Engagement ◽  
Social Exchange ◽  
Structural Equation ◽  
Manufacturing Industry ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Supervisory Support ◽  
Content Type ◽  
Job Meaningfulness

PurposeGuided by social exchange, broaden and build and conservation of resources theoretical perspectives, this study explores the moderated mediating role of supervisory support (SS) on the relationship between job meaningfulness (JM) on job performance (JP) through employee engagement (EE).Design/methodology/approachField data were collected from two hundred and nineteen executives and their thirty-eight supervisors of a large paint manufacturing industry through a time-lagged research design and was analyzed with partial least squares based structural equation modeling.FindingsFindings of this study indicate that JM mediated by EE contributes to JP, which means if an employee finds one's job meaningful, she/he is likely to be more engaged emotionally, psychologically and cognitively to deliver better JP. SS is also found to be salient as it moderates both direct and indirect relationships between JM and JP through EE.Research limitations/implicationsGeneralizability of the findings of this study should be done with caution. Though the study has time-laggard data from two different sources but missing longitudinal data restricts causality of relationships/findings.Practical implicationsThese findings are relevant for organizations given that organizational leaders can create a context, by appropriate job design and engaging work context that motivates employees to perform better in their jobs. Insights of this study will be useful for organizations to curate meaningful jobs for their employees and also groom leaders with requisite skills and competencies to help subordinates perform up to their potential.Originality/valueThis study is an attempt toward a better understanding of the interplay of JM, work engagement and SS on JP in a manufacturing set-up in India, which has not been hitherto examined in Indian context.

An integrated model of supply chain resilience and its impact on supply chain performance under disruption

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shih-Jung Juan ◽  
Eldon Y. Li ◽  
Wei-Hsi Hung
Keyword(s):  
Supply Chain ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Manufacturing Companies ◽  
Cross Sectional ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Structured Equation Modeling ◽  
Logistic Issue

PurposeThis study aims to explore the relationships among the five components of supply chain (SC) resilience (SCRES): visibility, velocity, flexibility, robustness and collaboration and their impacts on the SC performance under disruption (SCPUD).Design/methodology/approachFive SCRES components are identified from the literature review and data are collected using an web survey from 113 manufacturing companies in Taiwan. The data are analyzed by structured equation modeling with the partial least square solution. Two-stage least-squares (2SLS) regression was used to test the potential endogeneity of SC collaboration (SCC).FindingsThe results reveal that SCC is an exogenous driver of SCRES; it directly affects visibility, velocity, flexibility, robustness and SCPUD. Furthermore, SC flexibility is the only component of SC agility that directly affects SCPUD; it is influenced directly by SC velocity and indirectly by SC visibility through SC velocity. SC visibility is a vital agility component that positively influences SC velocity and SC robustness.Research limitations/implicationsThe data in this study are cross-sectional and the sample size of 113 is relatively small. The relationship between SC robustness and SCPUD needs a longer observation period to reveal. The logistic issue in the shortage of carriers caused by the pandemic has been overlooked.Practical implicationsA firm should enhance its collaboration and flexibility in the SC as they both are the critical antecedents of SC performance (SCP) during the disruption period.Originality/valueThis study integrates visibility, velocity, flexibility, robustness and collaboration into a complete framework of SCRES. The dependent variable, SCPUD, measures SC performance (SCP) under the disruption caused by the COVID-19 pandemic. It is the first study to investigate the associations of the six constructs in a research model.

The verification of effective leadership style for TQM

2014 ◽  
Vol 31 (7) ◽  
pp. 822-840 ◽  
Author(s):  
Young Sik Cho ◽  
Joo Y. Jung
Keyword(s):  
Leadership Style ◽  
Effective Leadership ◽  
Positive Impact ◽  
Primary Data ◽  
Equation Modeling ◽  
Future Research ◽  
Successful Implementation ◽  
Total Quality ◽  
Content Type ◽  
Study Results

Purpose – The purpose of this paper is to verify the universal applicability of total quality management (TQM) across national boundaries. Specifically, the authors examined the validity of the isomorphic nature of TQM leadership style by comparing survey samples from both USA-based firms (n=112) and China-based firms (n=121). Design/methodology/approach – The authors collected the primary data through a survey research method. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were adopted to test the hypothesized research model. Findings – The study results did not support the universality of TQM practices. For example, the results reveal that in the USA-based firms, transformational leadership has a more significant positive influence on TQM practices, while in the China-based firms, transactional leadership has a more significant positive impact on TQM practices. Originality/value – Most of the existing literature on TQM assumed that the most effective TQM leadership style would be universal across organizational or international boundaries. However, our findings imply that the effective leadership style for successful implementation of TQM practices could be contingent on the cultural background embedded within the firms. Therefore, the authors anticipate the findings of the study will guide future research on TQM and create a new path to find solutions not only for optimizing the successful implementation of TQM, but also for minimizing the current high level of TQM failures.

Relationship between leader member exchange (LMX), high-involvement HRP and employee resilience on extra-role performance

2018 ◽  
Vol 10 (2) ◽  
pp. 126-150 ◽  
Author(s):  
Neha Gupta ◽  
Vandna Sharma
Keyword(s):  
Employee Engagement ◽  
Service Sector ◽  
Employee Performance ◽  
Positive Influence ◽  
North India ◽  
Leader Member Exchange ◽  
Role Performance ◽  
High Involvement ◽  
Content Type ◽  
Member Exchange

Purpose This paper aims to examine the role of employee engagement (EE) as a mediator in the relationship of extra-role performance (ERP) with leader member exchange (LMX), high-involvement human resource practices (HI HRPs) and employee resilience (ER) in the emerging service sector organizations in India. Design/methodology/approach Data have been gathered from 328 employees from executive and non-executive grades from metro rail organizations of North India through structured questionnaire. Before analysis, missing data and outliers were examined. Structure equation modelling (SEM) and confirmatory factor analysis have been performed to analyse the hypothesized model. Findings Findings reveal that all the constructs taken in the study – LMX, HI HRP and ER – had a positive influence on employees’ ERP through EE. Research limitations/implications This study is helpful in providing better understanding of the predictors of EE and the way it affects employees’ ERP for researches that are aiming to conduct related research studies in an Indian context. To achieve higher employee performance, organizations need to identify factors or drivers that potentially increase the EE levels, thereby, increasing the employees’ performance. This will also help HR practitioners in shaping and formulating effective organizational policies and practices. Originality/value This study has considered the emerging service sector organizations in India that have not been endeavoured before as earlier studies concentrated more on Western countries. The result of the study is congruent with that of the previous studies by establishing a positive relationship between EE and employees’ ERP and also concludes that LMX, HI HRP and ER have positive influence on EE.

Understanding health consumer value: service marketing perspective

2018 ◽  
Vol 7 (1) ◽  
pp. 2-21 ◽  
Author(s):  
Shahidul Islam
Keyword(s):  
Health Care ◽  
Health Care Providers ◽  
Service Marketing ◽  
Equation Modeling ◽  
Extensive Literature ◽  
Service Orientation ◽  
Care Providers ◽  
Content Type ◽  
Hospital Choice ◽  
Health Consumers

Purpose The purpose of this paper is to clarify and explain patient-centered health choices, facilitating health-care providers’ service orientation. Design/methodology/approach Extensive literature review has been done to extract seven constructs (five dimensions of SERVQUAL, perceived service cost (PSC), and reference) and their underlying 28 items to be quantified. A survey of 201 health consumers was conducted to rate those variables and their constructs. Descriptive statistics and structural equation modeling are utilized to delineate and explicate factors. Findings The confirmatory factor analysis demonstrated that responsiveness has the highest predictive power in explaining hospital choice intention. However, PSC, the only construct, is not statistically significant. The models are considered to have satisfactory reliability, validity, and acceptable fit. Research limitations/implications Since the study was administered in Comilla city, the generalizations should be exploited carefully. Future studies can be carried out on the behavioral patterns of patients and attitudes of health-care providers with respect to the discussed factors and variables. Practical implications The result highlights patients’ service expectations that can be carefully and creatively applied in the service marketing program, improving doctors’ and nurses’ service orientation, developing physical evidence, and managing references to communicate service value to patients. Originality/value What health consumers emphasize and how they incorporate service quality dimensions into hospital choice intention has stayed almost unexplored in the existing literature in Bangladesh. This study provides valuable insights into the meaning of patients’ choices, which will help practitioners and researchers to formulate marketing strategies that improve health-care outcomes and are acceptable to patients.

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