scholarly journals Moving beyond the direct impact of using CRM systems on frontline employees' service performance: The mediating role of adaptive behaviour

2019 ◽  
Vol 30 (3) ◽  
pp. 458-491 ◽  
Author(s):  
Renee Rui Chen ◽  
Carol Xiaojuan Ou ◽  
Wei Wang ◽  
Zhuo Peng ◽  
Robert M. Davison
Keyword(s):  
Service Performance ◽  
Adaptive Behaviour ◽  
Direct Impact ◽  
Frontline Employees ◽  
Mediating Role

Toward a Smart Organization, Integrating KM Processes and Organizational Capabilities

2022 ◽  
Vol 14 (1) ◽  
pp. 0-0
Keyword(s):  
Structural Equation ◽  
Common Knowledge ◽  
Organizational Capabilities ◽  
Equation Modeling ◽  
Direct Impact ◽  
Suggested Model ◽  
Mediating Role ◽  
The Impact ◽  
Telecommunications Companies

It is common knowledge that organizations today face the challenges of growing competition. Therefore, organizations need to develop smarter to plan for several diverse and real-time challenges. The aim of this paper is to test the impact of knowledge management (KM) processes, organizational capabilities (OC), and mediating KM mechanisms and KM technologies toward a smart organization (SO). In this paper, structural equation modeling was applied by using Smart PLS 3.3.3 software to test hypotheses and the accuracy of the suggested model. The results showed a direct impact between all constructs and are a reflection of the SO of the employees (N=225) working in three Jordanian telecommunications companies. Additionally, the outcomes provision the partial mediating role of KM mechanisms and KM technology with OC in the SO. These outcomes can support leaders in generating a consciousness in addition to favorable OC, KM mechanisms, and KM technologies inside the organization, which enables the actual implementation of SO and uses the outcomes to plan their SO strategies.

Modern 3PL Services in China: The Role of Trust

2009 ◽  
Vol 10 (2) ◽  
pp. 103-135
Author(s):  
Paul Ghijsen ◽  
Janjaap Semeijn ◽  
Amy Wang
Keyword(s):  
Customer Service ◽  
Positive Influence ◽  
Customer Relationships ◽  
Service Performance ◽  
Customer Relationship ◽  
Social Connections ◽  
Mediating Role ◽  
Business Operations ◽  
Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

Psychological Contract Breach and Organizational Deviance Behaviour: Mediating Role of Professional Commitment

2020 ◽  
Vol 3 (3) ◽  
pp. 34-50
Author(s):  
Ganesh Bhattarai ◽  
Dipendra Karki ◽  
Rewan Kumar Dahal
Keyword(s):  
Psychological Contract ◽  
Psychological Contract Breach ◽  
Professional Commitment ◽  
Direct Impact ◽  
Organizational Deviance ◽  
Contract Breach ◽  
Government Organization ◽  
Mediating Role ◽  
The Relationship

This study was carried out to measure the direct impact of employees’ psychological contract breach on organizational deviance behavior and professional commitment, direct impact of professional commitment on organizational deviance behavior, and mediating role of professional commitment in the relationship between psychological contract breaches to organizational deviance behavior.  As the respondents, 426 employees working in Nepalese non-profit making organization (i.e. international non-government organization working in Nepalas well as national level non-government organization) were surveyed. were drawn from the analysis of crosses sectional perceptual data adopting quantitative research method, deducting reasoning approach and positivist research philosophy.  Regression analysis, after the confirmatory factor analysis, revealed that (a) employee’s psychological contract breach was positively associated with organizational deviance behavior, (b) employees psychological contract was negatively associated with professional commitment, (c) employees’ professional commitment was negatively associated with organizational deviance behavior, and (d) professional commitment mediated the relationship of psychological contract breach to organizational deviance behavior. Moreover, regarding effect size, the direct effect size of psychological contract breach to predict organizational deviance behavior was .86, and an indirect effect through professional commitment was -.12.Based on the study's conclusion, numbers of theoretical implication and practical implications are suggested.

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Behrooz Ghlichlee ◽  
Fatima Bayat
Keyword(s):  
Business Performance ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Business Trend ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among the key factors affecting business performance (BP) in this sector of the banking industry. The purpose of this paper is to improve management decisions to enhance BP through examining the relationship between the frontline employees’ engagement and BP while taking into account the mediating effect of customer-oriented behaviors on this relationship. Design/methodology/approach A quantitative approach was adopted to conduct the present study, and the respondents were sampled from a large commercial bank in Iran using a structured questionnaire. Overall, 50 branch managers and 90 frontline employees were selected using random sampling. A confirmatory factor analysis was conducted to ascertain the validity and reliability of the observed items and a structural equation model was used for testing the proposed hypotheses and research framework. Findings The findings showed that customer-oriented behaviors mediated the relationship between the frontline employees’ engagement and bank’s branches’ BP. Higher levels of the frontline employees’ engagement enhance the customer-oriented behaviors. It was revealed that the frontline employees are engaged in their job and organization. Moreover, the engaged frontline employees listen carefully to customers, the customer’s problem is important to them and they complete their tasks precisely for customers. It has been confirmed that customer-oriented behaviors enhance branches’ BP. The bank frontline employees’ engagement and customer-oriented behaviors, in turn, affected the bank’s branches’ financial performance, process performance and employee performance compared with the bank’s key competitors. Research limitations/implications This study highlights the value of empirically establishing how employee customer-oriented behaviors are affected by employee engagement as an integrative construct bringing together BP. Practical implications This study can help improve BP by increasing the frontline employees’ engagement and their customer-oriented behaviors. This study suggests that organizations using the findings of this study could effectively assess their frontline employees’ engagement and their customer-oriented behaviors and then plan for improving them. Social implications This study offers a customer-oriented initiative as a social responsibility to be considered by retail banks. In light of the social exchange theory, the banks valuing customer-oriented can provide employees with knowledge, skills, values and support to develop motivation and abilities to demonstrate customer-oriented organizational citizenship behaviors. Originality/value Previous studies demonstrated that the employees’ engagement affects their customer-oriented behaviors. In addition, studies have referred to the effect of employees’ customer-oriented behaviors on BP. However, to the best of the knowledge, key questions regarding how the employees’ engagement at the branch level fosters customer-oriented behaviors and, in turn, the bank’s branches’ BP, remain unanswered. Hence, this study contributes to the investigation of the mediating role of the frontline employees’ customer-oriented behaviors in the relationship between their engagement and branches’ BP in the retail banking sector.

scholarly journals The Mediating Role of Customers' Satisfaction on the Effect of CRM on Long-Term Customers Loyalty in the Banking Sector in the Palestinian Territory

2018 ◽  
Vol 14 (8) ◽  
pp. 76 ◽  
Author(s):  
Raed A. M. Iriqat ◽  
Mohannad A. M. Abu Daqar
Keyword(s):  
System Integration ◽  
Banking Sector ◽  
Accurate Information ◽  
Direct Impact ◽  
Mediating Role ◽  
Crm System ◽  
Palestinian Territory ◽  
The Impact

This study aims to investigate the mediating role of customers' satisfaction on the effect of customer relationship management on long-term customers' loyalty in the banking sector in the Palestinian Territory. Using advanced statistical methods. This study supports that there is a high level in implementing the CRM, customers' satisfaction, and long-term customers' loyalty. It showed that these three variables: CRM, customers' satisfaction, and long-term customers' loyalty have a significant role on the Banking sector. CRM and its dimensions, and both of customers' satisfaction, and long-term customers' loyalty are positively significant correlated. Also, finds that there is no role for customers' satisfaction as a mediator variable in enhancing the impact of CRM on long-term customers' loyalty. Moreover, based on SEM the study shows that there is a direct impact of CRM system integration and customers satisfaction on long-term customers' loyalty, whereas there is a direct impact for customers' database and CRM system integration on customers' satisfaction. The scholars find that the Palestinian local banks should pay more efforts to improve their competences to enhance the quality of service and their employees' behavior level. On the other side, they need to keep their customers database updated and to be aligned with the cutting edge technologies to provide better service for customers, which is appropriate and meet their needs by obtaining the accurate information about their preferences in order to build a strong competitive advantage that is hard to imitate, this leads to build a strong relationship with customers.

scholarly journals Empowered Leadership and Employee Outcomes: Mediating Role of Employee Engagement

2018 ◽  
Vol III (II) ◽  
pp. 301-318
Author(s):  
Usman Ghani ◽  
Muhammad Tahir Masood ◽  
Zia Ur Rehman
Keyword(s):  
Employee Engagement ◽  
Organizational Citizenship Behavior ◽  
Leadership Behavior ◽  
Service Performance ◽  
Citizenship Behavior ◽  
Hierarchical Regression ◽  
Employee Outcomes ◽  
Empowering Leadership ◽  
Mediating Role

Drawing on empowerment literature and intrinsic motivation, this study examines the relationship of empowering leadership and employee outcomes (service performance and organizational citizenship behavior; OCB), along with mediating role of employee engagement. Based upon data of 970 officer level employees working in banking industry of Pakistan, hierarchical regression results demonstrated that empowering leadership behavior is positively related to employee service performance and OCB. Further, the results also reveal employee engagement partially mediated the relationships between empowering leadership and employee behavioral outcomes.

scholarly journals Emotional Labor Strategies And Service Performance: The Mediating Role Of Employee Creativity

2013 ◽  
Vol 29 (5) ◽  
pp. 1583 ◽  
Author(s):  
Chao Liu ◽  
Xinmei Liu ◽  
Zizhen Geng
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Service Performance ◽  
Role Performance ◽  
Surface Acting ◽  
Employee Creativity ◽  
Deep Acting ◽  
Frontline Employee ◽  
Mediating Role

This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creativity in the relationships between frontline employees emotional labor strategies and the two aspects of customer service performance. Based on the data of 424 employeesupervisor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee creativity mediates both the negative influence of surface acting on extra role performance and the positive influences of deep acting on role-prescribed and extra role performances. The results have some theoretical and practical implications on service creativity and emotion management in service industry.

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