The productive service employee: personality, stress, satisfaction and performance

2017 ◽  
Vol 31 (6) ◽  
pp. 499-511 ◽  
Author(s):  
Eric G. Harris ◽  
David E. Fleming
Keyword(s):  
Job Satisfaction ◽  
Work Performance ◽  
Job Demands ◽  
Employee Productivity ◽  
Service Worker ◽  
Services Research ◽  
Bottom Line ◽  
Content Type ◽  
Service Productivity ◽  
Personality Studies

Purpose The purpose of this study is to more closely examine the trait antecedents and outcomes of frontline employee productivity propensity. The study is the first to use a job demands-resources perspective on productivity propensity and it reveals that the inclusion of the construct into service worker personality studies significantly improves the explanatory ability of hypothesized models. Design/methodology/approach The study follows a job demands-resources perspective and uses an empirical study that included two subsamples: banking and health care. Path analyses were performed using two-group modeling to test the hypotheses. Mediation and hierarchical regressions were also used. Findings The findings indicate that the conscientiousness trait has a consistent effect on productivity propensity. More importantly, the findings reveal that productivity propensity influences role ambiguity, job satisfaction and self-rated service performance and that the addition of the construct into personality studies significantly improves the explanatory ability of personality models. Research limitations/implications This study presents further evidence that productivity propensity is an important construct in services research. Beyond previously established influences on bottom-line service productivity and manager-rated work performance, the current work indicates that it also influences FLE stress, engagement and work outcomes. Practical implications Managers work under pressures to ensure service productivity and are well aware of the importance of selecting job applicants who will fit the service role. This study provides additional evidence that the productivity propensity work resource should be considered when selecting employees. The work also suggests that customer workload and the standardization of the service environment impacts the influence of productivity propensity on service outcomes. Social implications Given the importance of transformative service experiences that uplift the experiences of consumers and employees, the productivity propensity of frontline service employees not only impacts the ability of the employee to satisfy customer needs, but also leads the employee to experience increased job satisfaction. Originality/value This work is the first work to consider the effects of productivity propensity from a job demands-resources perspective and, as such, the first to examine the influence of the construct on job satisfaction and service delivery.

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.

Mixing the human cocktail of employee contentment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Job Satisfaction ◽  
Work Performance ◽  
Extrinsic Motivation ◽  
Organizational Context ◽  
Intention To Stay ◽  
Content Type ◽  
Survey Results ◽  
Pertinent Information ◽  
Emotionally Intelligent ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on emotionally intelligent ways of tracking employee contentment, as a route to understanding how job satisfaction manifests. The Taiwanese survey results revealed that employee's experiencing contentment strongly boosts their job satisfaction, their work performance, and their intention to stay working at the company. Job satisfaction most powerfully drives intention to stay, while contentment is best at driving work performance. The most powerful upward shift in employee contentment was derived from the organizational context, followed by intrinsic motivation, and finally by extrinsic motivation. Originality/value The briefing saves busy executives, strategists and researchers’ hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

scholarly journals Job demands, job control, psychological climate, and job satisfaction

2017 ◽  
Vol 4 (3) ◽  
pp. 238-255 ◽  
Author(s):  
Maria Karanika-Murray ◽  
George Michaelides ◽  
Stephen J. Wood
Keyword(s):  
Job Satisfaction ◽  
Organizational Context ◽  
Job Demands ◽  
Job Design ◽  
Job Control ◽  
Psychological Climate ◽  
Employee Outcomes ◽  
Content Type ◽  
Dissonance Theory ◽  
And Control

Purpose Research into job design and employee outcomes has tended to examine job design in isolation of the wider organizational context, leading to calls to attend to the context in which work is embedded. The purpose of this paper is to examine the effects of the interaction between job design and psychological climate on job satisfaction. Design/methodology/approach Cognitive dissonance theory was used to explore the nature of this relationship and its effect on job satisfaction. The authors hypothesized that psychological climate (autonomy, competence, relatedness dimensions) augments favorable perceptions of job demands and control when there is consistency between them (augmentation effect) and compensates for unfavorable perceptions when they are inconsistent (compensation effect). Findings Analysis of data from 3,587 individuals partially supported the hypotheses. Compensation effects were observed for job demands under a high autonomy and competence climate and for job control under a low competence climate. Augmentation effects were observed for job demands under a high relatedness climate. Practical implications When designing jobs managers should take into account the effects of psychological climate on employee outcomes. Originality/value This study has offered a way to bridge the job design and psychological climate fields and demonstrated that the call for more attention to the context in which jobs are embedded is worth heeding.

scholarly journals Impact of BYOD on organizational commitment: an empirical investigation

2019 ◽  
Vol 32 (2) ◽  
pp. 246-268 ◽  
Author(s):  
Melina Seedoyal Doargajudhur ◽  
Peter Dell
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Job Performance ◽  
Job Demands ◽  
Well Being ◽  
Job Resources ◽  
Job Autonomy ◽  
Self Assessment ◽  
Content Type ◽  
Perceived Workload

PurposeBring your own device (BYOD) refers to employees utilizing their personal mobile devices to perform work tasks. Drawing on the job demands-resources (JD-R) model and the task-technology fit (TTF) model, the purpose of this paper is to develop a model that explains how BYOD affects employee well-being (through job satisfaction), job performance self-assessment, and organizational commitment through perceived job autonomy, perceived workload and TTF.Design/methodology/approachSurvey data from 400 full-time employees in different industry sectors in Mauritius were used to test a model containing 13 hypotheses using confirmatory factor analysis and structural equation modeling.FindingsThe SEM results support the hypothesized model. Findings indicate that BYOD indirectly affects job satisfaction, job performance and organizational commitment via job demands (perceived workload), job resources (perceived job autonomy) and TTF. Further, job resources influences job demands while TTF predicted job performance. Finally, job satisfaction and job performance self-assessment appear to be significant determinants of organizational commitment.Practical implicationsThe findings are congruent with the JD-R and TTF models, and confirm that BYOD has an impact on job satisfaction, job performance self-assessment and organizational commitment. This could inform organizations’ policies and practices relating to BYOD, leading to improved employee well-being, performance and higher commitment.Originality/valueThe expanded model developed in this study explains how employee well-being, performance and organizational commitment are affected by BYOD, and is one of the first studies to investigate these relationships.

When organizational support yields both performance and satisfaction

2019 ◽  
Vol 48 (6) ◽  
pp. 1410-1428 ◽  
Author(s):  
Lincoln Jisuvei Sungu ◽  
Qingxiong (Derek) Weng ◽  
Johari Abdu Kitule
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Social Exchange ◽  
Organizational Support ◽  
Employee Performance ◽  
Well Being ◽  
Bottom Line ◽  
Content Type ◽  
Performance Ability

Purpose The purpose of this paper is to examine the underlying mechanism through which perceived organizational support (POS) influences job performance and job satisfaction. Specifically, the study aims at examining the contingent role of performance ability in the associations of POS and affective organizational commitment (AOC) with job performance and job satisfaction, thus highlighting the pivot role of ability in the social exchanges. Design/methodology/approach The sample of the present study included 269 employees of a University in Kenya. The data were analyzed with Mplus to test the hypotheses. Findings POS enhances AOC that, in turn, positively influences job performance and job satisfaction. Importantly, the results indicate that performance ability moderates both the direct and indirect (via AOC) effects of POS on job performance and job satisfaction. Thus, employees’ abilities for tasks are not only significant for reciprocating resources that organizations invest in employees, but also enhances employee well-being. Research limitations/implications Although satisfaction with employee reciprocation was implied based on performance levels, it was not directly tested in the supervisor–employee social exchange. It is possible that even with intentions to deliver (high AOC), the resultant reciprocation may be less satisfactory to the organization. Future research would benefit from investigating the role that reciprocity norm could have in the model, specifically, whether employer satisfaction would be a function of employee performance ability. Practical implications Most often, the bottom line goal of organizations is employee performance, whereas AOC indicates employees’ intentions and efforts to reciprocate the organization with high performance, such intentions can only go as far as the ability for such desired outcomes. Consequently, efforts should be made to ensure employee’s capabilities align with specific job tasks to enhance both organizational (job performance) and employee well-being (job satisfaction). During the employee selection process, therefore, a focus on ability cues would be more advantageous than commitment when the bottom line goal is to enhance well-being. Originality/value This is the first study that tests the moderating role of the employee’s performance ability in both the POS and AOC relationships with job performance and job satisfaction. Moreover, this is the first study to examine the relationship between POS and AOC with job satisfaction. The study opens a potential avenue to examine the micro-mechanisms that regulate reciprocity in social exchanges, and thus presents the boundary conditions for the predictions of the social exchange theory.

The influence of change-oriented leadership on work performance and job satisfaction in hospitals – the mediating roles of learning demands and job involvement

2019 ◽  
Vol 32 (1) ◽  
pp. 37-53 ◽  
Author(s):  
Aslaug Mikkelsen ◽  
Espen Olsen
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Work Performance ◽  
Longitudinal Design ◽  
Practical Implication ◽  
Job Involvement ◽  
Negative Influence ◽  
Public Hospitals ◽  
Cross Sectional ◽  
Content Type

Purpose The purpose of this paper is to examine the mechanisms through which change-oriented leadership in hospitals influences job performance and employee job satisfaction. The authors examine the direct and the mediating effects of perceived learning demands and job involvement. Design/methodology/approach This cross-sectional study is based on a survey of four public hospitals in a regional health authority in Norway. Findings The findings illustrate how change-oriented leadership directly and indirectly influences work performance and job satisfaction. Learning demands and job involvement play mediating roles. Higher levels of change-oriented leadership decrease learning demands and increase job involvement, work performance and job satisfaction. Learning demands have a negative influence on work performance and job satisfaction. Job involvement has a positive influence on work performance and job satisfaction. The strongest relationship in the structural modelling is between change-oriented leadership and job involvement. Research limitations/implications This study is based on cross-sectional data. Future studies should therefore explore this further using a longitudinal design. Practical implications The practical implication of the study is to show how leaders by change-oriented behaviour can influence work performance and job satisfaction by reducing learning demands and increasing job involvement. Social implications This study illustrates different paths towards influencing job performance and job satisfaction from change-oriented leadership. It is important to use the potential of reducing learning demands and increasing job involvement, to improve job performance and job satisfaction. Originality/value The authors have developed and validated a new theoretical mediational model explaining variance in job performance and job satisfaction, and how this is related to change-oriented leadership, job involvement and learning demands. This knowledge can be used to increase the probability of successful change initiatives.

The effect of physical environment comfort on employees’ performance in office buildings

2015 ◽  
Vol 33 (4/5) ◽  
pp. 294-308 ◽  
Author(s):  
Azlan Shah Ali ◽  
Shirley Jin Lin Chua ◽  
Melissa Ee-Ling Lim
Keyword(s):  
Case Studies ◽  
Physical Environment ◽  
Work Performance ◽  
Room Temperature ◽  
Employee Performance ◽  
Luminance Level ◽  
Field Studies ◽  
Employee Productivity ◽  
Content Type ◽  
Health Related

Purpose – Maintaining a comfortable physical environment in the workplace is claimed to be vital as it will create a “healthier” building with optimum environmental conditions, which enable employees to be healthier and have a lower absenteeism rate, and hence be more productive. Thus, the purpose of this paper is to deal with the importance of physical environment comfort in the office workplace. Evaluation was made of the office workers’ performance that is mainly affected by levels of comfort in the office. Design/methodology/approach – Three selected case studies were evaluated based on aspects of employees’ comfort, perceived health and absenteeism rate, by considering the elements of physical comfort that consist of room temperature, relative humidity and luminance level. The selected case studies were the Department of Development and Estate Maintenance of three research universities in Malaysia. Field studies were carried out using hygrometers and lux meters in measuring the said elements as well as post-occupancy evaluation, which involved 30 respondents for each case (total 90 respondents), to determine their perception of comfort and its effect on their health and absenteeism rate. Data collected were analysed using Statistical Package for the Social Sciences. Findings – The results suggest that employees did not find luminance level uncomfortable, when compared with room temperature, thus proving that employees are more sensitive to room temperature comfort. Furthermore, when the room temperature comfort was low, significant correlations were found with health-related issues such as feeling “stuffy”, being easily tired and having difficulty concentrating. Originality/value – This paper investigates the relationship between employee performance and a comfortable workplace environment. It could be concluded that an uncomfortable environment in an office workplace leads to health-related issues as well as increasing the absenteeism rate. High levels of employee absenteeism lead to decreased employee productivity, therefore affecting their work performance.

Are public employees more satisfied than private ones? The mediating role of job demands and job resources

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lourdes Gastearena-Balda ◽  
Andrea Ollo-López ◽  
Martín Larraza-Kintana
Keyword(s):  
Job Satisfaction ◽  
Job Demands ◽  
Working Hours ◽  
Job Resources ◽  
Public Employees ◽  
Public And Private ◽  
Content Type ◽  
Mediating Role ◽  
Employment Sector ◽  
Routine Work

Purpose This paper aims to compare job satisfaction in public and private sectors and the mediating role of several job demands and resources on the relationship between the employment sector and job satisfaction. Design/methodology/approach Drawing on the job demands-resources model, this study argued that differences in job satisfaction were explained largely by the job characteristics provided in each sector. Data comes from the quality of working life survey, a representative sample of 6,024 Spanish public and private employees. Findings This study revealed that public employees were more satisfied than private ones. This relationship was partially mediated by job demands and job resources, meaning that the public and private employment sectors provided different working conditions. Public employees, in general, had fewer demands and more job resources than private ones, which resulted in different levels of job satisfaction. Additionally, partial mediation indicated that public employees are more satisfied than private ones, despite accounting for several job demands and job resources. Research limitations/implications While the findings of this study highlighted the relative importance of job demands and job resources in affecting job satisfaction of public and private employees, the generalizability of the results to other countries should be limited as the study only used data from a single country. Practical implications A significant portion of the positive effect on job satisfaction of public employees is channeled through the lower levels of routine work and lower number of required working hours and through better job resources such as higher salary, more telework, greater prospects at work and more training utility. To improve job satisfaction, it is apparent that managers should pay special attention to things such as routine work, working hours, training and telework. Originality/value This paper contributes to the comprehension of how several job demands and resources simultaneously play a mediating role in explaining the relationship between the employment sector and job satisfaction.

Pengaruh Kepuasan Kerja dan Stres Terhadap Tingkat Produktivitas Karyawan Bagian Pemasaran Pada PT. Jessindo Prakarsa Bogor

2019 ◽  
Vol 5 (1) ◽  
pp. 43
Author(s):  
Rizman Rifqie ◽  
Astriana Prama Shinta
Keyword(s):  
Job Satisfaction ◽  
Work Performance ◽  
Work Productivity ◽  
Sales Force ◽  
Stress Index ◽  
Good Effect ◽  
Employee Productivity ◽  
Productivity Level ◽  
Marketing Department ◽  
Satisfaction Index

   Job satisfaction is an emotional attitude of fun and loved his work, and thus will reflect the attitude of discipline and work performance. Satisfaction is a combination of inside and outside the company that reflects the balance between the remuneration to be received by the execution of his work. Employee productivity also related to the right of labor to obtain the potential development opportunities that exist in self-employees in accordance with the capabilities (education) and experience in order to increase its productivity. By knowing satisfaction and job stress of employees by the company it is expected that employye productivity can be measured.    The results show the following (1) Index based on the work kepusasan satisfaction index score of 51.51 the respondent’s answer has categorized job satisfaction of employees in PT. Jessindo Prakarsa satisfied (2) stress index based on the stress index value of 63.38 then categorized the respondent’s answers have the stress of employees in PT. jessindo Prakarsa in very high. (3) the productivity of employees is measured by pencapian sales targets set by the company to each of the sales force in August 2008. With the scale realization of the sales of each salesperson is used to calculate the productivity level of each individual in the marketing of PT. Jessindo Prakarsa, average labor productivity of the marketing department employee in August 2008 amounted to 72.38% (considered good).    Effect of stress on job satisfaction and work productivity at PT. Jessindo Prakarsa, with a sig value of 0.004 <a = 0.05 in other words there is the influence of job satisfaction and stress together on the level of productivity at PT Jessindo Prakarsa

scholarly journals Entrepreneurial orientation and the job demands-resources model

2018 ◽  
Vol 47 (3) ◽  
pp. 745-764 ◽  
Author(s):  
Ralph Kattenbach ◽  
Simon Fietze
Keyword(s):  
Job Satisfaction ◽  
Entrepreneurial Orientation ◽  
Empirical Support ◽  
Job Demands ◽  
Job Resources ◽  
Future Research ◽  
Negative Effects ◽  
Cross Sectional ◽  
Content Type ◽  
Personal Resource

Purpose The purpose of this paper is to examine the influence of entrepreneurial orientation (EO) within the framework of the job demands-resources (JD-R) model. Design/methodology/approach The sample of N=597 white-collars in the German media and IT industry is drawn via the professional network XING. Cross-sectional mediator models are used to test the hypothesis. Findings The processes proposed by the JD-R model find empirical support. Job demands primarily cause exhaustion while job resources increase job satisfaction. Besides, job demands reduce job satisfaction and job resources lead to less exhaustion. An exception is found for cognitive workload which rather acts like a job resource. EO mediates these effects in a favorable way. High job resources foster EO, which in turn reduces exhaustion and enhances job satisfaction. For job demands, EO shows a negative mediation reducing the health-impairment process and increasing job satisfaction. Research limitations/implications Future research should broach the issue of adverse effects related to extreme employee entrepreneurship and potential negative effects. Practical implications Supporting and supervising an EO may help employees to cope with modern job profiles in agile organizations. Originality/value The findings provide support for a favorable mediating role of an entrepreneurial personal resource within the JD-R model. This knowledge may be used to consider individual work orientations and to organize work in a “healthy” way.

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