scholarly journals Understanding the Impact of Perceived Customer Power on Motives and Outcomes of Emotional Labour

2019 ◽  
Vol 14 (1) ◽  
pp. 1-14
Author(s):  
Alka Singh Bhatt
Keyword(s):  
Job Satisfaction ◽  
Job Burnout ◽  
Insurance Companies ◽  
Employee Perception ◽  
Emotional Labour ◽  
Reported Study ◽  
Managerial Implications ◽  
The Impact ◽  
Selection Of

The article aims to measure the influence of employee perception of customer power on motives of emotional labour and its impact on outcome of emotional labour. Employee perception about customer power was measured on a 5-point Likert scale from high to low, wherein motives of emotional labour were measured under three categories, namely, prevention motive, instrumental motive and pleasure motive. The study analyses the response of 320 service executives from 5 different type of organizations such as airlines, hotels, nursing homes, insurance companies and banks. The study finds that employee perception about customer power significantly impacts the selection of motive of emotional labour, which in turn was significantly related to the consequences of emotional labour, that is, ‘job burnout’ and ‘job satisfaction’. The study also observes that customer reciprocation towards the display of emotional labour moderates the outcome variables significantly. This study identifies the possible outcomes of emotional labour after taking into consideration the perceived customer power and the moderating role of customer reciprocation. The findings have managerial implications at multiple levels. First of all, organizations may utilize the findings of the reported study to define the display rules that may increase job satisfaction and at the same time reduce job burnout. The study may also be used to provide autonomy to the employees in selecting the motives of emotional labour based on their perception of customer power.

scholarly journals The impact of job description and career prospect on job satisfaction: A quantitative study in Mauritius

2019 ◽  
Vol 17 ◽  
Author(s):  
Ketan S. Ramhit
Keyword(s):  
Job Satisfaction ◽  
Team Leaders ◽  
Job Description ◽  
Managerial Implications ◽  
Career Prospect ◽  
Value Add ◽  
The Impact ◽  
The Relationship ◽  
Negative Relationships ◽  
Good Career

Orientation: Literature shows that job description and career prospect are connected to job satisfaction and it is seen that, in Mauritius, job description and career prospect impact job satisfaction.Research purpose: The purpose of the study was to determine the relationship between job description, career prospect and job satisfaction in Mauritius.Motivation for the study: It has been noticed that employees are dissatisfied when they perform duties outside their job description and also when they see that they do not have a good career prospect. Despite the existence of several researches, limited research exists in the Mauritian context. The outcome will provide significant relevance to existing knowledge.Research approach/design and method: A quantitative approach was adopted and a survey was conducted in a multinational company in Mauritius. A sample of 132 employees was chosen.Main findings: This research unravelled significant negative relationships between job description, career prospect and job satisfaction. The results revealed that, when duties are not well described or when duties are not in line with current responsibilities, the employees are dissatisfied. Similarly, the greater the chances that employees are not given the opportunity to get promoted, the more they are dissatisfied.Practical/managerial implications: Human resource practitioners, managers and team leaders need to recognise that employee’s moods influence the work pattern in the organisation and a clear job description and an appropriate career plan should exist.Contribution/value-add: Literature on the relationship between job description, career prospect and job satisfaction in the context of Mauritius is almost inexistent. This study will add to existing knowledge.

Managing uncertainty in a general insurance company

1990 ◽  
Vol 117 (2) ◽  
pp. 173-277 ◽  
Author(s):  
C. D. Daykin ◽  
G. B. Hey
Keyword(s):  
Computer Model ◽  
Flow Model ◽  
Insurance Companies ◽  
Simulation Methods ◽  
Insurance Company ◽  
Practical Applications ◽  
General Insurance ◽  
Alternative Approaches ◽  
The Impact

AbstractA cash flow model is proposed as a way of analysing uncertainty in the future development of a general insurance company. The company is modelled alongside the market in aggregate so that the impact of changes in premium rates relative to the market can be assessed. An extensive computer model is developed along these lines, intended for use in practical applications by actuaries advising the management of genera1 insurance companies. Simulation methods are used to explore the consequences of uncertainty, particularly in regard to inflation and investments. Some comments are made on the role of actuaries in general insurance. Alternative approaches to describing the behaviour of an insurance firm in the market are considered.

Quantitative Selection of Variation Reduction Plans

1998 ◽  
Author(s):  
Anna C. Thornton
Keyword(s):  
Risk Mitigation ◽  
Cost Effective ◽  
Variation Reduction ◽  
Multiple Quality Characteristics ◽  
Cost Effective Approach ◽  
Manufacturing Performance ◽  
The Impact ◽  
Manufacturing Variation ◽  
Selection Of

Abstract Quality has been a rallying call in the design and manufacturing world for the last two decades. One way to improve quality is to reduce the impact of manufacturing variation. Variation risk mitigation is challenging especially when a product has multiple quality characteristics and complex production and assembly. It is common wisdom that companies should identify and mitigate the risk associated with variation throughout the design process. As yield problems are identified, they should be mitigated using the most cost effective approach. One approach to variation risk mitigation is variation reduction (VR). VR targets reduction of variation introduced by existing manufacturing processes using tools such as Design of Experiments (DOE) and robust design. Many companies have specialized groups that specialize in these methods. VR teams have the role of improving manufacturing performance; however, these teams are limited in their resources. In addition, no tools exist to quantitatively determine where a VR team’s efforts are most effectively deployed. This paper provides a mathematical and optimization model to best allocate VR resources in a complex product.

scholarly journals The Relationship among Emotional Leadership, Job Satisfaction and Organizational Commitment: Taking China’s Hotel Industry as an Example

2020 ◽  
Vol 218 ◽  
pp. 04014
Author(s):  
Yixing Jin ◽  
Peiying Wu ◽  
Cheng Lin ◽  
Yingda Wang
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Hotel Industry ◽  
Mediating Role ◽  
Positive Effects ◽  
Emotional Leadership ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

This study investigated the impact of emotional leadership of leaders on organizational commitment of hotel employees, as well as the mediating role of job satisfaction. The results indicate that: (1) Emotional leadership and job satisfaction have positive effects on organizational commitment. (2) Emotional leadership has a positive effect on job satisfaction. (3) Job satisfaction plays a mediating role between emotional leadership and organizational commitment.

scholarly journals Examining How Brand Co-Creation and Virtual Brand Community Affect Brand Commitment

2021 ◽  
Vol 235 ◽  
pp. 02045
Author(s):  
Weijian Lu ◽  
Yu Han ◽  
Shiyu Chen
Keyword(s):  
Customer Participation ◽  
Future Research ◽  
Brand Experience ◽  
Brand Commitment ◽  
Brand Community ◽  
Brand Performance ◽  
Brand Communities ◽  
Managerial Implications ◽  
The Impact

The significance of brand co-creation in virtual brand communities has been recognized in academia and practice. The existing literature has investigated the impact of customer participation in virtual brand community on brand performance and its mechanism, but the prospective impact of types of virtual brand community on types of brand commitment is not examined. Based on the survey of 229 members in virtual brand communities of two popular games of Tencent, this research empirically examines how different types of brand co-creation and virtual brand communities influence brand commitment. This research confirms that customers participating in autonomous brand co-creation in the autonomous virtual brand community have a significantly higher degree of brand experience, and those who participate in both sponsored and autonomous virtual brand community have a comparatively lower degree of brand experience. Meanwhile, sub-brand brand commitment plays the role of mediator between brand experience and corporate brand commitment. Theoretical and managerial implications are offered with limitations and future research.

The role of salesperson brand selling confidence in enhancing important sales management outcomes: a social identity approach

2018 ◽  
Vol 33 (3) ◽  
pp. 277-290 ◽  
Author(s):  
Bashar S. Gammoh ◽  
Michael L. Mallin ◽  
Ellen Bolman Pullins ◽  
Catherine M. Johnson
Keyword(s):  
Job Satisfaction ◽  
Cross Section ◽  
Design Methodology ◽  
Sales Management ◽  
Measurement Model ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Social Identity Approach

Purpose The purpose of the study is to address the gap in understanding how the brand influences sales outcomes by focusing one’s attention on the salesperson perceptions of the brand and the salesperson brand selling confidence. Design/methodology/approach The study uses a cross-section survey of professional salespeople. SmartPLS was used to estimate the measurement model and test the hypothesized path relationships. Findings The study’s results indicate that salespeople who believe in the strength of the brands they represent are more likely to identify with the brand, are more confident in selling the brand and, overall, tend to perform better, have higher job satisfaction and are more committed to their companies. Originality/value This paper contributes to the sales literature by further exploring the relationship between the brand and sales function in the firm. This area has recently received academic attention but has not yet considered the mediating processes that connect the two areas. This study identifies perceptions of brand strength and brand selling confidence as mechanisms that mediate the impact of brand on sales outcomes.

Branding Strategies for Digital TV Channels

2012 ◽  
pp. 57-68
Author(s):  
Margherita Pagani
Keyword(s):  
Competitive Advantage ◽  
Selection Process ◽  
Digital Tv ◽  
Digital Television ◽  
Sustainable Competitive Advantage ◽  
Television Network ◽  
Branding Strategies ◽  
Managerial Implications ◽  
The Impact

This chapter analyses the impact of digitalization on TV marketing strategies focusing on the role of brand as a loyalty-based resource, available to digital television networks to create a sustainable competitive advantage. We analyze the cognitive process adopted by a viewer in the selection process of a TV channel and provide managerial implications for branding strategy and the tools that a television network and an iTV portal need to adopt to communicate values connected with their brand. The goal of this analysis is to offer insights on how a digital television network may create a channel experience leveraging on brand to increase viewers’ loyalty and competitive advantage.

scholarly journals The Role of Work-Life Balance and Worker Scheduling Flexibility in Predicting Global Comparative Job Satisfaction

2019 ◽  
Vol 9 (2) ◽  
pp. 80 ◽  
Author(s):  
Maureen Snow Andrade ◽  
Jonathan H Westover ◽  
Bernd A Kupka
Keyword(s):  
Job Satisfaction ◽  
Global Economy ◽  
Employee Attitudes ◽  
Work Life ◽  
Work Life Balance ◽  
Special Focus ◽  
Life Balance ◽  
Workplace Conditions ◽  
The Impact

Prior research has indicated that the nature of work has changed dramatically in recent years in response to economic shifts and an increasingly global economy. In part, this shift has resulted in a greater efficacy of various work-life balance and worker schedule flexibility elements in the experiences of employees in the workplace. However, little is known about the overall comparative quality of work and job satisfaction around the world in response to a shifting and increasingly interconnected global economy. In this study, we use non-panel longitudinal data from the most recent wave of the International Social Survey Program (Work Orientations IV, 2015) to conduct an exploratory comparative analysis of the impact of various workplace conditions, job characteristics, and employee attitudes in relation to comparative job satisfaction across the globe, with a special focus on the role of work-life balance and worker scheduling flexibility. Employees across the globe respond quite differently to work scenarios, which poses challenges for companies operating in multiple countries, requires adjustments to human resource practices to optimize performance levels of employees and reduce turnover expenses, and should caution managers to scrutinize their procedures to adjust to new demands in the workplace. This study adds value by making global comparisons of various workplace factors and their impact on job satisfaction using a database reflecting practices in 37 countries.

Pay inequality and job satisfaction of law firms: the role of strategic positioning

2020 ◽  
Vol 16 (2) ◽  
pp. 189-213
Author(s):  
Ki Kyung Song ◽  
Eunyoung Whang
Keyword(s):  
Job Satisfaction ◽  
Law Firms ◽  
Strategic Positioning ◽  
Pay Gap ◽  
Content Type ◽  
Differentiation Strategy ◽  
Generic Strategy ◽  
Pay Inequality ◽  
The Impact

Purpose Using Porter’s (1980) generic strategy to define strategic positioning of law firms, this paper aims to explain why some law firms have more/less pay inequality than others do and examine the impact of pay inequality on law firms’ partners and the job satisfaction of their associates. Design/methodology/approach This paper uses data from The American Lawyer. The strategic positioning, compensation and job satisfaction scores of 614 firm-year observations of US law firms are hand-collected over the period from 2007 to 2016. Findings Non-equity partners at law firms with differentiation strategy (Porter, 1980) are more likely to build rainmaking ability than those at law firms relying on billable hours. As a result, law firms with differentiation strategy have a narrower pay gap between their equity and non-equity partners than those firms relying on billable hours. After controlling for the effects of strategy on pay inequality using two-stage and three-stage least squares models, this paper finds that a wider pay gap deprives associates of job satisfaction. Originality/value Considering strategic positioning, this paper validates why some law firms have more/less pay inequality and proves how pay inequality affects job satisfaction.

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