The Impact Mechanism of Service Employees' Job Satisfaction on Service Quality: The Role of OCB and Turnover Intention

2015 ◽  
Author(s):  
Xiaojun Zhan
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Turnover Intention ◽  
Impact Mechanism ◽  
Service Employees ◽  
The Impact

scholarly journals Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence

2019 ◽  
Vol 27 (2) ◽  
pp. 56-75 ◽  
Author(s):  
Nicholas G. Paparoidamis ◽  
Huong Thi Thanh Tran ◽  
Constantinos N. Leonidou
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Cultural Intelligence ◽  
Emerging Market ◽  
Theory And Practice ◽  
Service Encounters ◽  
Research Attention ◽  
Service Employees ◽  
The Impact

Intercultural service encounters, in which customers and service employees from different cultures interact, are becoming more common in the market. Despite the importance of such encounters for international marketers, limited research attention has been directed to this area. Drawing on social exchange theory, this study examines how frontline employees’ cultural intelligence (CQ) influences customer loyalty outcomes of service quality perceptions. Specifically, the authors propose that the three components of CQ—cognitive, emotional/motivational, and physical—have differential moderating effects on the perceived service quality (PSQ)–customer loyalty link and that these effects vary across two national markets. Data collected with a multirespondent (i.e., frontline service employees and customers) cross-cultural research design indicate that cognitive CQ negatively mitigates the impact of PSQ on customer loyalty in an emerging-market context while emotional/motivational CQ has a positive moderating effect in a mature-market setting. When service employees have high physical CQ, the positive role of PSQ in creating and maintaining customer loyalty is strengthened in both markets. The authors discuss these implications for theory and practice.

The Impact of Perceived Organizational Politics on Work Attitudes

2014 ◽  
Vol 5 (2) ◽  
pp. 1-13 ◽  
Author(s):  
Prerna Chhetri ◽  
Nikhat Afshan ◽  
Srabasti Chatterjee
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Turnover Intention ◽  
Turnover Intentions ◽  
Negative Impact ◽  
Organizational Politics ◽  
Workplace Attitudes ◽  
The Impact ◽  
The Relationship

An understanding of politics at workplace is of utmost importance as it is an inherent part of workplace activities. It is evident in processes such as decision making, allocation of resources. This study investigated the effect of perceived organizational politics (POP) on workplace attitudes such as job satisfaction, organizational commitment and turnover intentions. Further, the paper investigated the role of Leader-Member-Exchange (LMX) on the relationship between perceived organizational politics and workplace attitude. The hypothesized relationship was tested on a sample of 228 employees from Indian IT sector. Factor Analysis on POP suggested that variables can be summarized by two factors; Perceived Politics in organizational management (POP1) and Perceived Politics in co-workers (POP2). The findings suggest that there exists a negative relation between POP and workplace attitude. The results show that incase of the relationship between POP and workplace attitude, the part of organizational politics related to management has shown a significant negative impact on organizational commitment, job satisfaction, and a positive relation to turnover intention. With regard to the role of LMX in the relation between POP and workplace attitudes, results of LMX as a moderator have confirmed to the hypothesis.

scholarly journals The Impact of Work-Life Balance on Employees’ Job Satisfaction and Turnover Intention; the Moderating Role of Continuance Commitment

2015 ◽  
Vol 51 ◽  
pp. 33-41 ◽  
Author(s):  
Marjan Fayyazi ◽  
Farshad Aslani
Keyword(s):  
Job Satisfaction ◽  
Turnover Intention ◽  
Negative Relationship ◽  
Work Life ◽  
Work Life Balance ◽  
Life Balance ◽  
Continuance Commitment ◽  
The Impact ◽  
Moderating Role

Work-life imbalance has several negative impacts on employees’ attitudes and behaviors and consequently influences organizations’ performance and effectiveness. The purpose of this article is to investigate the impact of work-life balance (WLB) on employees’ job satisfaction and turnover intention. Moreover, we study the moderating role of continuance commitment on job satisfaction – turnover intention relationship. Regression analysis was used to analyze the data collected from 265 questionnaires completed by employees in an Iranian industrial company. The findings supported that WLB has a significant positive relationship with job satisfaction, and a significant negative relationship with turnover intention. Besides, job satisfaction fully mediates the WLB – turnover intention relationship. The main contribution of the paper is that we found continuance commitment moderates the relationship between job satisfaction and turnover intention. Therefore, employees with low levels of WLB and job satisfaction do not necessary have high turnover intention, unless they have low continuance commitment

scholarly journals Brain Drain in Higher Education. The Impact of Job Stress and Workload on Turnover Intention and the Mediating Role of Job Satisfaction at Universities

2021 ◽  
Vol 6 (3) ◽  
pp. 1-8
Author(s):  
Rao Tahir Anees ◽  
Petra Heidler ◽  
Luigi Pio Leonardo Cavaliere ◽  
Nordiana Ahmad Nordin
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Turnover Intention ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
The Impact

This study seeks to determine the impact of job stress and workload on turnover intention along with the mediation role of job satisfaction. A total of 140 academics and management personnel participated in this study’s survey. A partial least square structural equation modeling was used for data analysis. The results show that job stress and workload have a positive effect on turnover intention, while job satisfaction mediates the relationship between job stress, workload, and turnover intention. Future research could adapt and adopt the herein used methodology and research topic to other countries or in other industries.

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.

The Formation Mechanism of Equiaxed Crystals in Pure Aluminum Solidification Structure under the Al-Ti-C Master Alloy

2013 ◽  
Vol 668 ◽  
pp. 865-869
Author(s):  
Wan Wu Ding ◽  
Wen Jun Zhao ◽  
Tian Dong Xia
Keyword(s):  
Transition Zone ◽  
Formation Mechanism ◽  
Master Alloy ◽  
Heterogeneous Nucleation ◽  
Pure Aluminum ◽  
Solidification Structure ◽  
Impact Mechanism ◽  
Tic Particle ◽  
The Impact

The influence of different solidified velocities on the structure of pure aluminum during the process of refinement by Al-5Ti-0.6C master alloy was studied and the impact mechanism was discussed. The results show that at the same solidified velocity, with the increase of the amount of Al-5Ti-0.6C master alloy, in the solidified structure of pure aluminum, columnar crystals will gradually decrease, while equiaxed crystals will gradually increase. But in the case when the level of addition is the same, the faster the solidified velocity, the greater the number of equiaxed crystals will be in the ingot microstructure. The formation of equiaxed crystals is the result of the dual role of dissociation of crystal particles and heterogeneous nucleation of “TiC particle---Ti transition zone”.

Sign in / Sign up

Export Citation Format

Share Document