The tipping point: mitigating the curvilinear effect of frontline service employee's perception of leadership humility on frontline service performance

2020 ◽  
Vol 31 (1) ◽  
pp. 137-156
Author(s):  
Devin Bin ◽  
Keo Mony Sok ◽  
Phyra Sok ◽  
Sonariddh Mao
Keyword(s):  
Linear Regression Analysis ◽  
The United States ◽  
Tipping Point ◽  
Curvilinear Relationship ◽  
Service Firms ◽  
Content Type ◽  
Curvilinear Effect ◽  
Leader Humility ◽  
Frontline Service

PurposePrior studies have mainly advanced the understanding of a linear relationship between leadership humility and employee work outcomes, mediated and/or moderated by various individual, team and organizational variables. This study attempts to advance prior knowledge by investigating a potential curvilinear relationship between leadership humility and frontline service employee (FSE) performance and the role of FSE's psychological capital (PsyCap) in attenuating this curvilinear relationship.Design/methodology/approachSurvey data were drawn from a survey sample of 273 FSEs working in the hospitality industry of the United States of America. Hierarchical linear regression analysis was used to test the proposed hypotheses.FindingsThe results uncover the existence of a tipping point in the relationship between leader humility and FSE performance; that is, humble behaviors expressed by leaders positively influence FSE performance up to the tipping point beyond which FSE performance starts to diminish. However, this curvilinear effect is attenuated when FSE's PsyCap is high but not when it is low.Practical implicationsThe findings provide service managers with insights into the importance of balancing their humble behaviors to yield optimal FSE performance. Furthermore, the paper points to the need for FSE's PsyCap cultivation within service firms so that FSEs are less dependent on their supervisors and can deliver highly satisfactory results.Originality/valueThis research is one of the very first to investigate the curvilinear relationship between leader humility and FSE performance and the moderating role of PsyCap in attenuating the curvilinear effect.

Implications of TQM in firm’s innovation capability

2019 ◽  
Vol 37 (2) ◽  
pp. 279-304 ◽  
Author(s):  
Daniel Jiménez-Jiménez ◽  
Micaela Martínez-Costa ◽  
Lorena Para-Gonzalez
Keyword(s):  
Structural Equation ◽  
Curvilinear Relationship ◽  
Total Quality ◽  
Content Type ◽  
Organisational Innovation ◽  
Mediator Role ◽  
The Relationship ◽  
Practical Implications ◽  
Curvilinear Effect

Purpose Over the last few decades, some researchers have analysed the role of total quality management (TQM) as a precursor of innovation. However, the relationship between TQM and organisational innovation remains unclear and contradictory. The purpose of this paper is to provide a framework intended to clarify the complex effect that the implementation of a TQM system has on organisational innovation, where market orientation (MO) and knowledge management (KM) play a mediator role. Design/methodology/approach Data in this study come from a survey of 706 Spanish CEOs. The results were analysed employing structural equation modelling to determine how TQM, MO and KM influence innovation. Findings The results of the empirical study show that there is a curvilinear effect between TQM and organisational innovation. Both MO and KM perspectives play a mediator role between TQM and innovation. Practical implications Managers should be aware that management based on TQM help organisations not only to get higher quality but also to be market oriented and better manage their knowledge; what will help them to develop innovations. Originality/value This research sheds light on the question of the relationship between TQM and organisational innovation that has received mixed conclusions in the literature. There is evidence in this research that the relationship between TQM and innovation responds to a curvilinear relationship, where high levels of TQM favour a more than proportionate effect on the development of innovation. It also clarifies the mechanisms by which this effect is produced, with MO and KM as mediator variables.

scholarly journals Spo0A Suppresses sin Locus Expression in Clostridioides difficile

mSphere ◽  
2020 ◽  
Vol 5 (6) ◽  
Author(s):  
Babita Adhikari Dhungel ◽  
Revathi Govind
Keyword(s):  
Diarrheal Disease ◽  
Toxin Production ◽  
The United States ◽  
Upstream Region ◽  
Pcr Analysis ◽  
Bacterial Cells ◽  
Master Regulator ◽  
Content Type ◽  
Clostridioides Difficile

ABSTRACT Clostridioides difficile is the leading cause of nosocomial infection and is the causative agent of antibiotic-associated diarrhea. The severity of the disease is directly associated with toxin production, and spores are responsible for the transmission and persistence of the organism. Previously, we characterized sin locus regulators SinR and SinR′ (we renamed it SinI), where SinR is the regulator of toxin production and sporulation. The SinI regulator acts as its antagonist. In Bacillus subtilis, Spo0A, the master regulator of sporulation, controls SinR by regulating the expression of its antagonist, sinI. However, the role of Spo0A in the expression of sinR and sinI in C. difficile had not yet been reported. In this study, we tested spo0A mutants in three different C. difficile strains, R20291, UK1, and JIR8094, to understand the role of Spo0A in sin locus expression. Western blot analysis revealed that spo0A mutants had increased SinR levels. Quantitative reverse transcription-PCR (qRT-PCR) analysis of its expression further supported these data. By carrying out genetic and biochemical assays, we show that Spo0A can bind to the upstream region of this locus to regulates its expression. This study provides vital information that Spo0A regulates the sin locus, which controls critical pathogenic traits such as sporulation, toxin production, and motility in C. difficile. IMPORTANCE Clostridioides difficile is the leading cause of antibiotic-associated diarrheal disease in the United States. During infection, C. difficile spores germinate, and the vegetative bacterial cells produce toxins that damage host tissue. In C. difficile, the sin locus is known to regulate both sporulation and toxin production. In this study, we show that Spo0A, the master regulator of sporulation, controls sin locus expression. Results from our study suggest that Spo0A directly regulates the expression of this locus by binding to its upstream DNA region. This observation adds new detail to the gene regulatory network that connects sporulation and toxin production in this pathogen.

It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty

2014 ◽  
Vol 28 (6) ◽  
pp. 484-497 ◽  
Author(s):  
Bang Nguyen ◽  
Philipp “Phil” Klaus ◽  
Lyndon Simkin
Keyword(s):  
Conceptual Model ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Perceived Fairness ◽  
Content Type ◽  
Negative Perceptions ◽  
Loyalty Intentions ◽  
And Behavior ◽  
Development And Validation

Purpose – The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the moderating effects of trust in these relationships. The study explores how customizing offers to match customers’ individual needs and how treating customers differentially provoke unfairness perceptions among those not being considered most important. While the literature discusses unfairness perceptions of pricing, promotion, and service, less is known about unfairness in customization practices. Design/methodology/approach – Using a survey approach, 443 completed questionnaires we collected. Following validation of our item measures, a hierarchical linear regression analysis was conducted to test the conceptual model and hypothesized linkages between our constructs. Findings – The results demonstrate that customers’ negative perceptions of customization increase their unfairness perceptions. Unfairness perceptions drastically reduce customer loyalty intentions with trust acting as a significant moderator. Trust increases loyalty intentions even when unfairness perceptions are present. Our findings provide a foundation for understanding how firms may improve their perceived fairness. This increase in perceived fairness creates positive attributions, reduces negative customer experience perceptions and increases loyalty intentions. Originality/value – Key contribution is the development and validation of a conceptual model explaining the linkages between firm customization and unfairness perceptions, firm customization and customer loyalty intentions and the moderating role of trust between these relationships. This study extends the understanding of how customization practices impact unfairness perceptions and, subsequently, influence consumers’ perceptions, intentions and behavior.

scholarly journals Key Role of Capsular Polysaccharide in the Induction of Systemic Infection and Abortion by Hypervirulent Campylobacter jejuni

2017 ◽  
Vol 85 (6) ◽  
Author(s):  
Orhan Sahin ◽  
Samantha A. Terhorst ◽  
Eric R. Burrough ◽  
Zhangqi Shen ◽  
Zuowei Wu ◽  
...  
Keyword(s):  
Guinea Pig ◽  
Campylobacter Jejuni ◽  
Capsular Polysaccharide ◽  
Systemic Infection ◽  
The United States ◽  
Content Type ◽  
Model Following ◽  
Capsule Production ◽  
Guinea Pig Model

ABSTRACT Campylobacter jejuni is a zoonotic pathogen, and a hypervirulent clone, named clone SA, has recently emerged as the predominant cause of ovine abortion in the United States. To induce abortion, orally ingested Campylobacter must translocate across the intestinal epithelium, spread systemically in the circulation, and reach the fetoplacental tissue. Bacterial factors involved in these steps are not well understood. C. jejuni is known to produce capsular polysaccharide (CPS), but the specific role that CPS plays in systemic infection and particularly abortion in animals remains to be determined. In this study, we evaluated the role of CPS in bacteremia using a mouse model and in abortion using a pregnant guinea pig model following oral challenge. Compared with C. jejuni NCTC 11168 and 81-176, a clone SA isolate (IA3902) resulted in significantly higher bacterial counts and a significantly longer duration of bacteremia in mice. The loss of capsule production via gene-specific mutagenesis in IA3902 led to the complete abolishment of bacteremia in mice and abortion in pregnant guinea pigs, while complementation of capsule expression almost fully restored these phenotypes. The capsule mutant strain was also impaired for survival in guinea pig sera and sheep blood. Sequence-based analyses revealed that clone SA possesses a unique CPS locus with a mosaic structure, which has been stably maintained in all clone SA isolates derived from various hosts and times. These findings establish CPS as a key virulence factor for the induction of systemic infection and abortion in pregnant animals and provide a viable candidate for the development of vaccines against hypervirulent C. jejuni.

scholarly journals Born global firms’ growth and collaborative entry mode: the role of transnational entrepreneurs

2017 ◽  
Vol 34 (1) ◽  
pp. 46-67 ◽  
Author(s):  
Yipeng Liu
Keyword(s):  
Entry Mode ◽  
High Growth ◽  
Professional Service ◽  
Service Firms ◽  
Born Global ◽  
Institutional Complexity ◽  
Content Type ◽  
Transnational Entrepreneurs ◽  
Born Global Firms

Purpose The purpose of this paper is to investigate the role of transnational entrepreneurs in growing born global firms, with a focus on the growth process facilitated by collaborative entry mode. Design/methodology/approach The author chose the solar photovoltaic industry as the empirical setting. This industry is a particularly good context for the study because many firms in this industry sell knowledge-intensive products internationally from their inception. The primary data consist of 32 in-depth interviews with entrepreneurs, industry association representatives, research institute scholars, and professional service firms. Findings The study highlights the importance of transnational entrepreneurs who develop born global firms to maturity by using their technological knowledge, international connections, and bicultural advantages to navigate and leverage institutional complexity. Collaborative entry mode with distributors enables born global firms’ high growth rapidly, whereas transnational entrepreneurs play a central role in building and expanding international network. Initial public offering in overseas stock exchange accelerates the high growth trajectory of born global firm by signalling its maturity. Research limitations/implications The author took a process perspective by examining the growth and maturity of born global firms by collaborative partnership; the author’s focus on the role of transnational entrepreneurs highlighted entrepreneurs’ sensitivity to institutional complexity along the growth trajectory. Practical implications The author recommends both incumbent and entrepreneurial firms in developed economies collaborate with transnational entrepreneurs in various business areas. Industry firms may be able to cooperate on product and marketing development, and professional service firms can offer services to expand born global firms further, because transnational entrepreneurs follow the global “rules of the game”. Originality/value The author shed important light on the role of transnational entrepreneurs throughout the growth of born global firms via collaborative entry mode. Furthermore, the author develops a multilevel framework for analysing the combined influence of transnational entrepreneur and institutional complexity on the growth of born global firm.

The mediating role of autonomy in the effect of pro-innovation climate and supervisor supportiveness on innovative behavior of nurses

2019 ◽  
Vol 22 (1) ◽  
pp. 41-58 ◽  
Author(s):  
Betül Sönmez ◽  
Aytolan Yıldırım
Keyword(s):  
Organizational Climate ◽  
Linear Regression Analysis ◽  
Professional Autonomy ◽  
Added Value ◽  
Innovative Behavior ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Innovation Climate

PurposeThe purpose of this paper is to test the mediating role of autonomy in the effect of a pro-innovation organizational climate and supervisor supportiveness (SS) on the innovative behavior (IB) of nurses.Design/methodology/approachThe sample of this cross-sectional, correlational study consisted of 332 nurses, who were selected, on the basis of the convenience sampling method, from among the nurses working at two public university hospitals in Istanbul. The data of the study were collected between February and May of 2015. Descriptive analysis and linear regression analysis were used for data analysis, and the bootstrapping method was applied to test the significance of the mediating role.FindingsThe model used for examining the mediating role of autonomy was found to be statistically significant, as it explained 36 percent of the variance of IB. When the significance of the mediating role was tested, its effect on both innovation climate and SS was observed to be significant.Originality/valueThe obtained results indicated that a pro-innovation organizational climate and SS functioned as premises for autonomy. In turn, the rise in autonomy level that served to innovative climate and SS increased the IB of the nurses through boosting their autonomy level. From these results, it can be argued that nurses with a high level of professional autonomy can create innovative outputs and provide added value through the IB they practice in providing patient care and general health services.

scholarly journals Attribution of success and failure in intercultural service encounters: the moderating role of personal cultural orientations

2016 ◽  
Vol 30 (6) ◽  
pp. 643-658 ◽  
Author(s):  
Jackie L.M. Tam ◽  
Piyush Sharma ◽  
Namwoon Kim
Keyword(s):  
Service Delivery ◽  
Critical Incident ◽  
Future Research ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Delivery Outcome ◽  
Cultural Orientations ◽  
Moderating Role

Purpose This paper aims to examine the role that personal cultural orientations play in customer attributions in intercultural service encounters. Design/methodology/approach A conceptual model was developed depicting the relationships between service delivery outcome, personal cultural orientations and customer attributions. Data were collected from 640 Chinese and Western customers using scenario-based experiments in a restaurant context to assess the hypothesized relationships in the model. Findings The findings show that compared to service delivery success, customers tend to hold service employee and firm responsible for service delivery failure rather than themselves and cultural differences. Moreover, personal cultural orientations partially moderated the influence of the service delivery outcome on customer attributions. Research limitations/implications Future research could adopt different methodologies such as critical incident techniques and surveys to replicate the study. Practical implications Service firms are recommended to design programs to influence customer attributions such as “customer education programs” and “customer appreciation programs” to achieve high customer satisfaction. Originality/value This study examines the differences in customer attributions between successful vs unsuccessful service delivery. It also sheds light on the potential moderating role of personal cultural orientations on the relationship between service delivery outcome and customer attributions.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

Language at work in the Big Four: global aspirations and local segmentation

2018 ◽  
Vol 31 (7) ◽  
pp. 2031-2054 ◽  
Author(s):  
Dominic Detzen ◽  
Lukas Loehlein
Keyword(s):  
Corporate Culture ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Organizational Relationships ◽  
Native Languages ◽  
Content Type ◽  
Theoretical Concepts ◽  
Big Four

Purpose The purpose of this paper is to examine how professional service firms (PSFs) manage the linguistic tensions between global Englishization and local multilingualism. It achieves this by analysing the work of Big Four audit firms in Luxembourg, where three official languages co-exist: Luxembourgish, French, and German. In addition, expatriates bring with them their native languages in a corporate environment that uses English as its lingua franca. Design/methodology/approach The paper combines the institutionalist sociology of the professions with theoretical concepts from sociolinguistics to study the multifaceted role of language in PSFs. Empirically, the paper draws from 25 interviews with current and former audit professionals. Findings The client orientation of the Big Four segments each firm into language teams based on the client’s language. It is thus the client languages, rather than English as the corporate language, that mediate, define, and structure intra- and inter-organizational relationships. While the firms emphasize the benefits of their linguistic adaptability, the paper reveals tensions along language lines, suggesting that language can be a means of creating cohesion and division within the firms. Originality/value This paper connects research on PSFs with that on the role of language in multinational organizations. In light of the Big Four’s increasingly global workforce, it draws attention to the linguistic divisions within the firms that question the existence of a singular corporate culture. While prior literature has centred on firms’ global–local divide, the paper shows that even single branches of such firm networks are not monolithic constructs, as conflicts and clashes unfold amid a series of “local–local” divides.

The future of maternity wear: Generation Z's expectations of dressing for pregnancy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizabeth Anne Weigle ◽  
Laura McAndrews
Keyword(s):  
United States ◽  
Online Survey ◽  
The United States ◽  
The Body ◽  
Content Type ◽  
Longitudinal Approach ◽  
Shopping Experience ◽  
Physical Changes ◽  
Practical Implications

PurposeThe purpose of this paper is to investigate Generation Z's physical expectations of being pregnant and their outlook for maternity wear shopping.Design/methodology/approachFemales in this cohort (n = 207) participated in an online survey that included questions about perceptions of pregnancy, physical self-concept and forecasted shopping behaviors.FindingsResults indicated that this group is concerned with physical changes of pregnancy and expect to treat each area of the body in a different way. Women's expected physical concerns of pregnancy predict how much they anticipate accentuating their pregnant body. Gen Z anticipates wearing loose maternity garments and they envision a thoughtful, in-store shopping experience for styles that are equally fashionable and comfortable, such as dresses.Research limitations/implicationsThis study should be extended to future generational cohorts like Generation Alpha, along with Gen Z outside of the United States and women in the United States who are non-white. Further studies should take a longitudinal approach to gauge changes in this cohort's expectations as they progress through pregnancy.Practical implicationsThis paper provides maternity wear retail brands and designers a foundation for product development and marketing geared toward this large cohort.Originality/valueThe study is the first to inquire about Gen Z's outlook on pregnancy, specifically their envisioned changes to each body area and the role of maternity garments to fulfill needs and concerns.

Sign in / Sign up

Export Citation Format

Share Document