Culpable leaders, trust, emotional exhaustion, and identification during a crisis

2016 ◽  
Vol 37 (8) ◽  
pp. 1100-1116
Author(s):  
Sarah Kovoor-Misra ◽  
Shanthi Gopalakrishnan
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Identification ◽  
Qualitative Data ◽  
Empirical Studies ◽  
Survey Method ◽  
Future Research ◽  
Organizational Crisis ◽  
Cross Sectional ◽  
Content Type ◽  
External Stakeholders

Purpose The purpose of this paper is to investigate followers’ judgments of the culpability of their leaders and the organization’s external stakeholders in causing a crisis. The authors study the differences in effects of these judgments on their trust toward their leaders, their emotional exhaustion, and their levels of organizational identification. Design/methodology/approach Using the survey method the authors collected data from 354 individuals from an organization that filed for bankruptcy. Respondents’ comments also provided qualitative data that was used to triangulate the findings. Findings The authors find that individuals’ judgments that their leaders were culpable led to reduced trust, increased emotional exhaustion, and contrary to expectations reduced organizational identification. Therefore, it appears that in situations of perceived leader culpability during a crisis, followers tightly couple their leaders with the organization as a whole. In contrast, their judgments that external stakeholders were culpable were associated with increased trust toward their leaders, increased organizational identification, and they had no relationship with their levels of emotional exhaustion. The analysis of the qualitative data provides some insights into their judgments and the dependent variables. Research limitations/implications Organizational members’ judgments of culpability are important factors that should be considered in crisis management research, and in research on trust, emotional exhaustion, and organizational identification. A limitation of the study is that it is cross-sectional in nature. Therefore, future research could test the findings in a longitudinal study. Practical implications Leaders need to understand the judgments of their followers during an organizational crisis. These judgments have implications for when and how leaders can mobilize their followers and the leadership tasks during crisis containment. Originality/value Extant research tends to focus on the judgments of external stakeholders during a crisis. This study is one of the first to examine the effects of internal stakeholders’ judgments of culpability for causing a crisis on their trust, emotional exhaustion, and organizational identification. Further, existing empirical studies on followers’ attributions during a crisis tend to be laboratory based. The study provides empirical evidence from individuals in an actual organization in crisis.

Construction and validation of the customer social participation in brand communities scale

2018 ◽  
Vol 28 (1) ◽  
pp. 46-73 ◽  
Author(s):  
Shampy Kamboj ◽  
Bijoylaxmi Sarmah
Keyword(s):  
Social Media ◽  
Social Participation ◽  
Empirical Studies ◽  
Reliability And Validity ◽  
Customer Participation ◽  
Survey Method ◽  
Future Research ◽  
Student Sample ◽  
Content Type ◽  
Brand Communities

Purpose The purpose of this paper is to construct and validate customer social participation (CSP) scale in the context of brand communities on social media. Design/methodology/approach In this study, various tests for reliability and validity have been performed to confirm scale structure. Data were collected using survey method from the student and non-student sample. Findings The results confirm a multi-dimensional scale with nine items for measuring customer participation in social media brand communities. Research limitations/implications The results of this study present several implications for online brand communities managers and are likely to support future research in the context of social media brand communities. Originality/value This paper is the first to develop a multi-dimensional scale of customer participation in social media brand communities. This is a new addition to existing literature, as the majority of empirical studies in this field are from participation other than CSP, and contexts different from social media brand communities.

Leader culpability, hopelessness, and learning during organizational crises

2015 ◽  
Vol 36 (8) ◽  
pp. 990-1011 ◽  
Author(s):  
Sarah Kovoor-Misra ◽  
Paul Olk
Keyword(s):  
Job Satisfaction ◽  
Qualitative Data ◽  
Survey Method ◽  
Future Research ◽  
Negative Effects ◽  
Crisis Communications ◽  
Content Type ◽  
Psychological States ◽  
Organizational Crises ◽  
Internal Stakeholders

Purpose – The purpose of this paper is to investigate followers’ judgments of leader culpability and learning during a crisis, and the extent to which judgments of culpability create hopelessness and reduce crisis learning. The authors also study factors that moderate these relationships. Design/methodology/approach – Using the survey method the authors collected data from 354 individuals from a nonprofit organization that filed for bankruptcy. Respondents’ comments also provided qualitative data that was used to triangulate the findings. Findings – The authors find that followers made judgments of leader culpability and reported crisis learning. However, followers’ judgments have no direct effect on their crisis learning, but have an indirect effect by increasing hopelessness. The authors also find that followers’ job satisfaction and perceptions of sufficient crisis communications moderate this relationship. The qualitative data provides insights into the areas on which leaders were judged, and what was learned during the crisis. Research limitations/implications – More research on internal stakeholders’ judgments of their leaders during organizational crises is important as they affect followers’ psychological states and behaviors. Future research can test the findings in a longitudinal study. Practical implications – Leaders need to pay attention to the judgments of their followers during a crisis as they could foster hopelessness and reduce learning. Providing sufficient crisis communications and enabling job satisfaction could lessen these negative effects. Originality/value – Extant research tends to focus on the judgments of external stakeholders during crises. This study is one of the first to examine the effects of internal stakeholders’ judgments of leader culpability on their sense of hopelessness and crisis learning, and the moderating factors that reduce their negative effects. The authors also contribute to understanding what aspects of leadership are judged by followers during a crisis, and what followers learn from a crisis. These are areas that have not been previously examined in crisis management research. The authors also provide evidence from individuals in an actual organization in crisis which tends not to be the norm in crisis attribution and crisis learning research.

Staying or leaving

2014 ◽  
Vol 63 (3) ◽  
pp. 272-289 ◽  
Author(s):  
Lorenzo Avanzi ◽  
Franco Fraccaroli ◽  
Guido Sarchielli ◽  
Johannes Ullrich ◽  
Rolf van Dick
Keyword(s):  
Social Exchange ◽  
Emotional Exhaustion ◽  
Organizational Support ◽  
Organizational Identification ◽  
Turnover Intentions ◽  
Social Identification ◽  
Self Report ◽  
Cross Sectional ◽  
Content Type ◽  
Integrative Framework

Purpose – The purpose of this paper is to combine social identity and social exchange theories into a model explaining turnover intentions. Design/methodology/approach – Questionnaires measuring the constructs of organizational identification, perceived organizational support, emotional exhaustion, and turnover intentions were completed by 195 employees. Findings – Results supported our hypotheses: social identification increased the perception of organizational support which in turn reduced emotional exhaustion which was finally related to turnover intentions. Furthermore, social identification moderated the relation between organizational support and turnover intentions. Research limitations/implications – The study design was cross-sectional and data were collected using self-report with no assessment of objective data. Practical implications – To reduce turnover, managers should focus on both support and employees’ identification with teams and organizations. Originality/value – This study combines two theoretical perspectives into an integrative framework and simultaneous moderated-mediation was used to test the model.

The implementation of dynamic capabilities for small and medium-sized enterprises in creating innovation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Adya Hermawati ◽  
Eden Gunawan
Keyword(s):  
Design Methodology ◽  
Qualitative Data ◽  
Dynamic Capabilities ◽  
Single Case ◽  
Group Discussion ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
Collection Methods

Purpose The purpose of this paper is to analyse the adaptation process of small and medium-sized enterprises (SMEs) to volatile environment supported with learning, knowledge and innovation. Design/methodology/approach This study used an inductive approach to analyse qualitative data obtained from an SME operating in the international market. Various data collection methods, including interview, focus group discussion and observation, were used to allow the researchers to undertake triangulation. Findings This study demonstrates that managers should be eager to adjust their innovation to a changing environment and continually update pre-determined plans. Learning is an ongoing process required for innovation, requiring up-to-date support from knowledge produced via learning. For this reason, learning is required in all dynamic capability processes. Research limitations/implications The single case study design offers deep and detailed insights regarding the process of how firms create innovation based on learning in an uncertain environment. Future research could investigate whether the findings of this study are generalisable using a large number of subjects and a cross-sectional method. Originality/value This study offers insight to relatively empirical evidence on how firms respond and adjust to volatile environment using an integrative perspective covering learning, knowledge and innovation. In addition, this offers insight regarding how knowledge can be developed based on learning from the environment and converted into innovation through dynamic capabilities.

Person-organization fit: bibliometric study and research agenda

2015 ◽  
Vol 27 (6) ◽  
pp. 573-592 ◽  
Author(s):  
Leonardo Blanco dos Santos ◽  
Silvia Marcia Russi De Domenico
Keyword(s):  
Research Agenda ◽  
Empirical Studies ◽  
Intention To Leave ◽  
Future Research ◽  
General View ◽  
Quantitative Methodology ◽  
Cross Sectional ◽  
Content Type ◽  
Productive Author ◽  
Person Organization Fit

Purpose – The purpose of this paper is to propose a research agenda on person-organization fit (P-O fit). Design/methodology/approach – A systematic review of the literature from a bibliometric perspective is performed. All documents indexed in the Scopus database with the term “person-organization fit” in the title were mapped. Findings – An increasing interest in P-O fit since the 1990s is observed. Amy L. Kristof-Brown, affiliated to the University of Iowa, is the most productive author. All empirical studies from our sample used quantitative methodology and non-probabilistic sample, and 85.9 per cent of them were cross-sectional. The similarity conceptualization of P-O fit and the perceived fit perspective have been adopted more often. Job satisfaction, intention to leave and organizational commitment are the most studied outcomes of P-O fit. Research limitations/implications – By offering a general view of the production on P-O fit, the paper may be valuable not only for those who aim to start researching on the field, but also for practitioners who may benefit from an overview of the field to evaluate interventions to increase the fit between employees and organizations. Noticing the absence of publications from Latin America, and taking into account the positive outcomes of P-O fit to individuals and organizations, this paper aims to stimulate researchers from this region to develop research on P-O fit. Originality/value – Original insights for future research are presented: The need for qualitative studies to understand the individual perception of fit; the study of complementary P-O fit from a needs–supplies perspective; and the need to consider the multi-dimensionality of constructs that are taken as content of fit, which may offer a possible answer to Van Vianen’s (2001) claim about the “value of fit”.

Responses to emotional exhaustion: do worker cooperatives matter?

2019 ◽  
Vol 48 (2) ◽  
pp. 438-453
Author(s):  
Rhokeun Park
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Identification ◽  
Turnover Intention ◽  
Cross Sectional ◽  
Data Set ◽  
Content Type ◽  
Mediation Analyses ◽  
Worker Cooperatives ◽  
The Relationship ◽  
Capitalist Firms

Purpose The purpose of this paper is to investigate the mediating role of organizational identification in the relationship between emotional exhaustion and turnover intention. It also examines the moderating roles of worker cooperatives in the relationships of emotional exhaustion with organizational identification and turnover intention. Design/methodology/approach Surveys of worker cooperatives and capitalist firms in the Seoul metropolitan area were conducted in 2016. The hypotheses of this study were tested through multilevel moderated mediation analyses. Findings This study revealed that organizational identification partially mediated the relationship between emotional exhaustion and turnover intention. The findings of the study provided evidence that worker cooperatives alleviated the adverse relationships of emotional exhaustion with organizational identification and turnover intention. Research limitations/implications Since it was conducted with a cross-sectional data set, this study is not free from the issue of causality. However, the findings provide insights into how emotional exhaustion may be associated with organizational identification and turnover intention, and how worker cooperatives may alter these relationships. Practical implications Capitalist firms should provide their employees with more autonomy and more opportunities to participate in organizational decision-making, as in worker cooperatives, to induce their employees to hold more positive attitudes. Originality/value There is no extant research on the mechanism through which emotional exhaustion is associated with turnover intention via organizational identification, and on the moderating roles of worker cooperatives in this mechanism.

The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion

2015 ◽  
Vol 25 (4) ◽  
pp. 394-413 ◽  
Author(s):  
Won-Moo Hur ◽  
Tae Won Moon ◽  
Su-Jin Han
Keyword(s):  
Emotional Exhaustion ◽  
Structural Equation ◽  
Customer Orientation ◽  
Empirical Studies ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Surface Acting ◽  
Cross Sectional ◽  
Content Type ◽  
Service Employees

Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, results in feelings of emotional exhaustion, which are negatively related to their customer orientation. That is, the findings of this study shows that the negative relationship between customer incivility and service employees’ customer orientation was fully and sequentially mediated by service employees’ surface acting and emotional exhaustion. Research limitations/implications – The main limitation is the nature of the cross-sectional data the authors used in the analysis. It gives us reason to be very cautious in reaching conclusions concerning causal relationships among variables, since the authors did not capture longitudinal variation. Practical implications – The research shows that customer incivility has a negative effect on service employees’ customer-oriented behaviors since experiences of customer incivility among emotionally exhausted employees via surface acting generates inadequate and unfair sense-making related to the treatment offered by customers, which increases the tendency of decreasing their effort and loyalty for customers to prevent further loss of emotional resources. Therefore, service organizations should devise appropriate strategies and implement systematic programs for reducing employee exposure to customer incivility, or preventing it altogether. Originality/value – The current study broadens the conceptual work and empirical studies in customer incivility literature by representing a fundamental mechanism of why customer incivility negatively affects service employees’ customer orientation. The primary contribution of the study is to gain a deeper understanding of how customer incivility leads to lower employee customer-oriented behaviors through double mediating effects of surface acting and emotional exhaustion.

Relationship between perceived justice and identification

2019 ◽  
Vol 41 (1) ◽  
pp. 176-192 ◽  
Author(s):  
Massimo Bergami ◽  
Gabriele Morandin
Keyword(s):  
Organizational Identification ◽  
Call Center ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Survey Method ◽  
Cross Sectional ◽  
Cognitive Representations ◽  
Content Type ◽  
Perceived Justice ◽  
Relational Judgments

PurposeThe purpose of this paper is to contribute to our understanding of the antecedents of organizational identification. Specifically, this paper aims to integrate two perspectives developed within the social identity domain, labeled “cognitive” and “relational,” by comparing and reconciling their relationship organizational identification.Design/methodology/approachThis study uses a survey method and a structured questionnaire to collect data from people working in a call center. The hypotheses were tested on a sample of 743 employees by using structural equation models and Hayes’ (2017) bootstrapping procedure.FindingsThe results provide evidence for a mediational model in which the attractiveness of organizational images (cognitive representations) mediates the relationship between perceived justice (relational judgments) and organizational identification.Research limitations/implicationsThe data were obtained from a single source in a cross-sectional design, which may inflate common method variance. To address threats to validity, the authors employed several procedures, the results of which revealed that no parameters corresponding to the hypotheses changed in sign or significance, thus suggesting that the presence of method bias, if any, was nonconsequential.Practical implicationsNot only does perceived justice relate to the sense of belonging to an organization, but it also contributes to shaping the long-term cognitive representations of the company. In particular, both HR and line managers should be aware that in this respect, the interactional dimension of justice shows the strongest effect.Originality/valueBuilding on and enlarging the scope of the extant literature, the findings contribute to our knowledge of how relational judgments shape cognitive images about the company, influencing, in turn, the individual–organization relationship.

Regulation and information asymmetry

2008 ◽  
Vol 16 (1) ◽  
pp. 59-76 ◽  
Author(s):  
Robyn McLaughlin ◽  
Assem Safieddine
Keyword(s):  
Information Asymmetry ◽  
Stock Returns ◽  
Operating Performance ◽  
Cost Benefit ◽  
Future Research ◽  
Information Asymmetries ◽  
Cross Sectional ◽  
Industrial Firms ◽  
Content Type ◽  
Regulated Utilities

PurposeThis paper seeks to examine the potential for regulation to reduce information asymmetries between firm insiders and outside investors.Design/methodology/approachExtensive prior research has established that there are substantial effects of information asymmetry in seasoned equity offers (SEOs). The paper tests for a mitigating effect of regulation on such information asymmetries by examining differences in long‐run operating performance, changes in that performance, and announcement‐period stock returns between unregulated industrial firms and regulated utilities that issue seasoned equity. The authors also segment the samples by firm size, since smaller firms are likely to have greater asymmetries.FindingsConsistent with regulated utility firms having lower levels of information asymmetry, they have superior changes in abnormal operating performance than industrial firms pre‐ to post‐issue and their announcement period returns are significantly less negative. These findings are most pronounced for the smallest firms, firms likely to have the greatest information asymmetries and where regulation could have its greatest effect.Research limitations/implicationsThe paper does not examine costs of regulation. Thus, future research could seek to measure the cost/benefit trade‐off of regulation in reducing information asymmetry. Also, future research could examine cross‐sectional differences between different industries and regulated utilities.Practical implicationsRegulation reduces information asymmetry. Thus, regulation or mandated disclosure may be appropriate in industries/markets where information asymmetry is severe.Originality/valueThis paper is the first to compare the operating performance of regulated and unregulated SEO firms.

scholarly journals Unemployment and spell duration during the Great Recession in the EU

2015 ◽  
Vol 36 (2) ◽  
pp. 216-235 ◽  
Author(s):  
Carlos Gradín ◽  
Olga Cantó ◽  
Coral del Río
Keyword(s):  
Great Recession ◽  
Negative Impact ◽  
Labour Force ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type ◽  
The Great Recession ◽  
Unemployment Spells ◽  
Practical Implications ◽  
The Eu

Purpose – The purpose of this paper is to analyze the different dynamic characteristics of unemployment in a selected group of European Union countries during the current Great Recession, which had unequal consequences on employment depending on the country considered. Design/methodology/approach – The paper follows Shorrocks’s proposal of a duration-sensitive measure of unemployment, and uses cross-sectional data reported by Eurostat coming from European Labour Force Surveys. Findings – The results add some evidence on the relevance of incorporating spells’ duration in measuring unemployment, finding remarkable differences in unemployment patterns in time among European countries. Research limitations/implications – In this paper unemployment is analyzed for all the labor force. Future research should investigate patterns across specific groups such as young people, women, immigrants or the low skilled. Practical implications – It is generally accepted that the negative impact of unemployment on individual welfare can be very different depending on its duration. However, conventional statistics on unemployment do not adequately capture to what extent the recession is not only increasing the incidence of unemployment but also its severity in terms of duration in time of ongoing unemployment spells. The paper shows an easy and practical way to do it in order to improve the understanding of the unemployment phenomenon, using information usually reported by statistical offices. Originality/value – First, the paper provides a tool for dynamic analysis of unemployment based on reported cross-sectional data. Second, the paper demonstrates the empirical relevance of considering spells’ duration when assessing differences in unemployment across countries or in unemployment trends. This is usually neglected or only partially addressed by most conventional measures of unemployment.

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