Curvilinear effects of work engagement on job outcomes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juliana N. Kibatta ◽  
Olorunjuwon Michael Samuel
Keyword(s):  
Customer Service ◽  
Work Engagement ◽  
Turnover Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Dark Side ◽  
Equation Modeling ◽  
Job Outcomes ◽  
Content Type ◽  
Non Linear

PurposeThe purpose of this paper is to examine the non-linear effects of work engagement (WE) on the job outcomes’ creative performance (CRP), extra-role customer service (ERCS) and turnover intention (TI).Design/methodology/approachData were collected from 405 millennial frontline employees (FLEs) working in the hospitality industry in Kenya. Structural equation modeling was used to examine the hypothesized relationships.FindingsThe results yielded support for one relationship. WE was found to have a significant non-linear relationship with TI. This finding provides evidence of a ceiling to the positive impact of WE on reduced TI. WE and CRP and ERCS were however found to be non-significant and linear, and significant and linear, respectively.Research limitations/implicationsA large number of studies have evidenced positive individual and organizational outcomes associated with WE. This study however, is important, as the “dark side” of WE is empirically examined, therefore providing a different perspective of the concept.Practical implicationsThe study findings affirm that management must exercise caution with excess levels of WE among millennial FLEs as this may lead to unfavourable outcomes.Originality/valueIn this research, the assumption of linearity is challenged. Empirical evidence for the need to systematically explore non-linear associations for a more nuanced understanding of the relationships between variables is provided. Moreover, this study is among the few in which the presence of curvilinear relations between WE and job outcomes is examined in a non-Western context.

Police work-family nexus, work engagement and turnover intention

2019 ◽  
Vol 42 (5) ◽  
pp. 739-750 ◽  
Author(s):  
Talat Islam ◽  
Rashid Ahmad ◽  
Ishfaq Ahmed ◽  
Zeshan Ahmer
Keyword(s):  
Work Engagement ◽  
Turnover Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Job Fit ◽  
Role Conflicts ◽  
Content Type ◽  
Analysis Technique ◽  
Work Family ◽  
Two Stages

Purpose Around 87 percent of employees are not engaged in their work and 82 percent have withdrawal intentions across the globe. Considering these emerging challenges the purpose of this paper is to investigate the associations between inter-role conflicts, work engagement and turnover intention considering person-job-fit (PJF) as a moderator. Design/methodology/approach The data from 343 Punjab police employees were collected on a convenience basis through a questionnaire-based survey. The study used the second generation data analysis technique (i.e. structural equation modeling) in two stages. Findings The results found work engagement as a mediator between inter-role conflicts and turnover intention. In addition, PJF was found to moderate these relations. Research limitations/implications This study collected data from a single province of the county. The study has implications for the academicians and policymakers. Originality/value Considering the emerging challenges to policing, this study is first of its kind to examine the moderating role of PJF. This theoretical model is developed on the basis of conservation of resource theory and field theory.

Got political skill?

2019 ◽  
Vol 31 (3) ◽  
pp. 1367-1389 ◽  
Author(s):  
Taegoo Terry Kim ◽  
Osman M. Karatepe ◽  
Ung Young Chung
Keyword(s):  
Work Engagement ◽  
Structural Equation ◽  
Positive Impact ◽  
Political Skill ◽  
Role Stress ◽  
Service Performance ◽  
Equation Modeling ◽  
Content Type ◽  
Training Interventions ◽  
Job Tension

Purpose The purpose of this study is to propose a research model in which political skill (PS) exerts a direct effect on role stress, job tension, work engagement and service performance and buffers the deleterious impact of role stress on job tension. The model also investigates the interrelationships of role stress, job tension, work engagement and service performance. Design/methodology/approach The sample was drawn from 261 customer-contact employees in 15 casual restaurants in South Korea. Structural equation modeling was used to assess the aforementioned relationships. Findings The findings illustrate that PS alleviates role stress and job tension, while it fosters work engagement and service performance. PS is a panacea to the deleterious impact of role stress on job tension. As expected, role stress heightens job tension, while job tension mitigates work engagement. The findings further reveal that work engagement exerts a positive impact on service performance. Practical implications Training interventions can be used to develop employees’ PS. Management should hire the individuals with high PS because such employees can work in harmony with the organizational culture and experience lower role stress and job tension. Originality/value The extant hospitality research implicitly demonstrates that very little is known about the outcomes of PS and its moderating role on the relationship between role stress and job tension. The current work set out to fill in this gap.

Relationships between job characteristics, work engagement, conscientiousness and managers’ turnover intentions

2018 ◽  
Vol 47 (2) ◽  
pp. 353-377 ◽  
Author(s):  
Upasna A. Agarwal ◽  
Vishal Gupta
Keyword(s):  
Work Engagement ◽  
Indirect Effects ◽  
Turnover Intention ◽  
Structural Equation ◽  
Turnover Intentions ◽  
Job Characteristics ◽  
Equation Modeling ◽  
Content Type ◽  
The Relationship

Purpose Integrating the job demands-resources theory and the conservation of resources theory, the purpose of this paper is to develop and test a moderated-mediation model examining the relationships between motivating job characteristics, work engagement, conscientiousness and managers’ turnover intentions. Design/methodology/approach Data were collected using a survey questionnaire from 1,302 managers working in eight Indian private sector organizations. Structural equation modeling and hierarchical regression analysis were used to test the hypothesized relationships between the study variables. Findings The study found evidence of the mediating role of work engagement for the relationship between motivating job characteristics and managers’ turnover intentions. Conscientiousness moderated the relationship between work engagement and turnover intention. The total and indirect effects of motivating job characteristics on turnover intention were moderated by conscientiousness. Research limitations/implications The study was cross-sectional, so inferences about causality are limited. Practical implications The findings of this study reaffirm the crucial role of job characteristics in influencing work engagement and turnover intention. By examining work engagement as a mediator for the job characteristics-turnover intention relationship, this study explores the process through which job characteristics are associated with turnover intention. The findings of the moderating influence of contentiousness on the relationship of direct and indirect effects of job characteristics suggests that individual personality can influence social exchanges as well as managerial attitudes and behaviors in multiple ways. Originality/value The study provides an insight into the underlying process through which job characteristics are related to managers’ turnover intentions. To the best of the authors’ knowledge, such a study is the first of its kind.

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

2020 ◽  
Vol 38 (5) ◽  
pp. 1081-1106 ◽  
Author(s):  
Hind Lebdaoui ◽  
Youssef Chetioui
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Structural Equation ◽  
Banking Industry ◽  
Positive Impact ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional And Islamic Banks

PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.

The effects of authentic leadership on turnover intention

2015 ◽  
Vol 36 (8) ◽  
pp. 955-971 ◽  
Author(s):  
Garazi Azanza ◽  
Juan A. Moriano ◽  
Fernando Molero ◽  
Jean-Pierre Lévy Mangin
Keyword(s):  
Work Engagement ◽  
Turnover Intention ◽  
Structural Equation ◽  
Authentic Leadership ◽  
Turnover Intentions ◽  
Work Group ◽  
Group Identification ◽  
Equation Modeling ◽  
Content Type ◽  
Positive Effects

Purpose – The purpose of this paper is to examine the relationship between employees’ perception of authentic leadership and their turnover intention as mediated by employees’ work-group identification (WID) and work engagement. Design/methodology/approach – Structural equation modeling was used to analyze the data from 623 Spanish employees. Findings – Results show that authentic leadership has a negative effect on turnover intention and positive effects on work engagement and WID. The direct relationship between authentic leadership and turnover intention was found to be partially mediated by employees’ work engagement. Practical implications – One of the strongest implications that may be drawn from this study is that authentic leaders can influence employees’ turnover intentions by positively enhancing their engagement. Thus, the study highlights authentic leadership as a key element for retaining valuable employees through the promotion of employees’ work engagement. Originality/value – To the authors’ knowledge, this study is the first to analyze the association between authentic leadership and turnover intention and the meditational effect of work engagement and WID.

Job crafting and turnover intention: The mediating role of work engagement and job satisfaction

2020 ◽  
Vol 48 (2) ◽  
pp. 1-9 ◽  
Author(s):  
Taotao Zhang ◽  
Bingxiang Li
Keyword(s):  
Job Satisfaction ◽  
Work Engagement ◽  
Turnover Intention ◽  
Employee Turnover ◽  
Structural Equation ◽  
Job Crafting ◽  
Equation Modeling ◽  
Employee Turnover Intention ◽  
Validated Questionnaire

The aims in this study were to examine the influence of job crafting, job satisfaction, and work engagement on employee turnover intention, and to investigate the role of work engagement and job satisfaction as mediators in the relationship between job crafting and employee turnover intention. A validated questionnaire was used to collect data from 212 employees of a service company in China. The results of structural equation modeling showed that work engagement and job satisfaction partially mediated the job crafting–turnover intention relationship. These findings extended prior research and confirmed that job crafting, job satisfaction, and work engagement were each a predictor of employee turnover intention. These findings suggest that the turnover intention of employees could be reduced through generating job-crafting behaviors, and by improving job satisfaction and work engagement.

Does employee willingness to take risks affect customer loyalty? A moderated mediation examination of innovative behaviors and decentralization

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohd Ahmad Al-Hawari ◽  
Shaker Bani-Melhem ◽  
Faridahwati Mohd. Shamsudin
Keyword(s):  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
Hotel Managers ◽  
Innovative Behaviors

Purpose This study aims to build on the trait activation and interactionist perspective theories to investigate the effect of frontline employees’ (FLEs) willingness to take risks on hotel guest loyalty by assessing the mediating role of their innovative behaviors. It also examines whether decentralization strengthens the positive impact of willingness to take risks on innovative behavior and, subsequently, customer loyalty. Design/methodology/approach The authors collected multilevel data from various sources – hotel FLEs (n = 183), hotel operation managers (n = 46) and hotel guests/customers (n = 266) – from five-star hotels operating in Dubai. Structural equation modeling and PROCESS macro (version 3.5) were used to analyze the data. Findings The findings showed that willingness to take risks indirectly (via innovative behaviors) affects guest/customer loyalty positively. This effect is strengthened when the hotel is decentralized. Practical implications This study provides insight into how hotel managers can foster customer loyalty. More specifically, they can do so by establishing employees’ innovative behaviors triggered by employees’ positive personality traits and by giving employees more autonomy. Originality/value The present study addresses recent calls to investigate the positive impact of FLEs’ personality traits, attitudes and behaviors on customer loyalty.

Informal learning, work engagement and their effects on work-family enrichment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mansi Rastogi ◽  
Osman M. Karatepe
Keyword(s):  
Informal Learning ◽  
Work Engagement ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Hotel Employees ◽  
Work Family ◽  
The Impact ◽  
Work Family Enrichment ◽  
Family Enrichment

PurposeDrawing from work-family enrichment (WFE) model and path-goal theory of motivation, this paper proposes and tests work engagement (WE) as a mediator between informal learning and WFE.Design/methodology/approachQuestionnaires measuring informal learning, WE and WFE were filled out by 290 hotel employees in India. The abovementioned linkages were tested via structural equation modeling.FindingsThe findings suggest that hotel employees' informal learning fosters their WE and WFE. The findings also reveal that WE partly mediates the impact of informal learning on WFE.Originality/valueMost of employees' learning efforts in the workplace emerge from informal learning. However, there is still limited information whether employees' informal learning activates their WE, which is a timely and significant topic. Importantly, there is a paucity of evidence appertaining to the effect of informal learning on WFE, which is underrepresented in the current literature. Evidence about the mechanism linking informal learning to WFE is also sparse.

Building trust by signaling trustworthiness in service retail

2014 ◽  
Vol 28 (5) ◽  
pp. 361-373 ◽  
Author(s):  
Husni Kharouf ◽  
Donald J. Lund ◽  
Harjit Sekhon
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Past Research ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Content Type ◽  
Survey Responses ◽  
Customer Trust

Purpose – The purpose of this paper is to investigate the role of retailer trustworthiness in driving customer trust and the subsequent impact on loyalty. The authors position trustworthiness as a mediator in the link between retail strategies and the development of trust. They model customer loyalty to the service retailer as a function of the trust created through trustworthy perceptions. Design/methodology/approach – The authors validate their model using 420 survey responses from customers in a service retail setting. Nine research hypotheses were tested using structural equation modeling. Alternate models are estimated, and the results provide support for the theory-based trustworthiness mediation model. Findings – Trustworthy behaviors first build trustworthiness, which then translates into customer trust and ultimately has a positive impact on both behavioral and attitudinal loyalty. Research limitations/implications – The research highlights the importance for retailers to signal their trustworthiness to build customer trust and loyalty. Researchers should measure trustworthiness perceptions when examining customer relationships and managers should plan strategically to develop both trust and trustworthiness with their customers. Originality/value – This study is one of the first to investigate the mediating effect of trustworthiness on customer loyalty in service settings. While past research has investigated dimensions of trustworthy behaviors, none has included a measure of trustworthiness perceptions and consumer trust in the same theoretical model. The results of the research provide important insights for both researchers and managers.

Impacts of city personality and image on revisit intention

2015 ◽  
Vol 1 (1) ◽  
pp. 50-69 ◽  
Author(s):  
Hong-bumm Kim ◽  
Sanggun Lee
Keyword(s):  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Causal Relationships ◽  
City Image ◽  
Content Type ◽  
Dynamic Image ◽  
Revisit Intention ◽  
The Relationship ◽  
The City

Purpose – The purpose of this paper is to examine the causal relationships of city personality and city image, together with the possible effect of city image on the revisit intention of visitors, through empirical validation, so that some meaningful implications can reveal to city planners and marketers how the city tourists can be affected by the personality and image of the city. Design/methodology/approach – This study offers an integrated approach to understanding the relationship between city personality and city image. The research model investigates the relevant relationships among the underlying dimensions of city personality and city image by using a structural equation modeling (SEM) approach. Data obtained from a sample of 302 respondents drawn from a web-based survey in South Korea were analyzed with AMOS program. Findings – The results of this empirical study indicate that city personality positively or negatively affect city image depending on the nature of constructs. Positive relationships are found to exist between excitement as well as sophistication personality and dynamic image of city. On the contrary, the relationship between sincerity personality and dynamic image is negative. All the specific three images of city: dynamic, specific, and static image show positive impact on revisit intention of city tourists. Originality/value – The empirical results of this study provide tenable evidence that the proposed SEM designed to consider city personality and city image, and revisit intention simultaneously is acceptable. Even though in the previous literature, researchers tried to explain the relationship between city personality and city image, the conceptual model and empirical studies pertaining to causal relationships among those constructs have not been thoroughly examined. It is believed that this study has a substantial capability for generating more precise applications related to city tourism, especially concerning city personality and city image.

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