Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity

2019 ◽  
Vol 44 (2) ◽  
pp. 377-402 ◽  
Author(s):  
Juanjuan Ou ◽  
IpKin Anthony Wong ◽  
Catherine Prentice ◽  
Matthew Tingchi Liu
Keyword(s):  
Brand Equity ◽  
Organizational Factors ◽  
Organizational Level ◽  
Customer Engagement ◽  
Moderating Effects ◽  
Individual Level ◽  
Service Environment ◽  
Proposed Model ◽  
A Chain ◽  
The Individual

This research seeks to address a void in the literature by exploring both individual and organizational attributes that associate with customer engagement. At the individual level, it builds a chain of relationship leading from customer engagement to attitudinal and behavioral loyalties through impulsive behaviors; and at the organizational level, it purports a cross-level influence from the service environment and brand equity on this relationship chain. Drawing on two independent surveys, results reveal that the service environment emanates direct and moderating effects on customer engagement, while brand equity exerts moderating effects only on certain loyalty attributes. The proposed model thus offers new insights into how research could synthesize both individual and organizational factors, thus enabling better understanding of the role of customer engagement.

Predicting event tourists’ gambling decision: the cross-level effect of brand equity

2019 ◽  
Vol 31 (7) ◽  
pp. 2951-2969 ◽  
Author(s):  
IpKin Anthony Wong ◽  
Hoi In Veronica Fong ◽  
Aliana Man Wai Leong ◽  
Jacky Xi Li
Keyword(s):  
Brand Equity ◽  
Hospitality Industry ◽  
Gambling Behavior ◽  
Organizational Level ◽  
Dynamic Nature ◽  
Content Type ◽  
Individual Level ◽  
Joint Influence ◽  
Two Samples ◽  
The Individual

Purpose The scant literature on MICE (meetings, incentives, conferences and exhibitions) tourists’ gambling behavior calls for a need to explore how their decision to gamble (hereafter, “gambling decision”) may unfold. Consequently, several questions germane to the inter-relationships among event tourists’ characteristics, casinos attributes, and gambling behaviors remain largely unaddressed. This paper aims to address the void in the literature by investigating event participants’ gambling decision. Design/methodology/approach Data were collected based on two samples, and a multilevel design was used to test the proposed model. Demographic and event-related participant characteristics were examined as antecedents of gambling decision at the individual level. Event goers’ accommodation characteristics such as brand equity and type of hotel were explored as cross-level effects on the individual-level factors and relationships. Findings Results of the study illustrate a joint influence – in terms of both direct and moderating effects – of individual-level and organizational-level characteristics on gambling decision. In particular, brand equity moderates the relationships leading from demographic and event-related characteristics to gambling decision. Practical implications The inter-relationships among events, accommodations and casinos present an opportunity for hospitality practitioners to better integrate these three services in a more coherent experiential offering for the ever-demanding MICE attendees. Findings also help practitioners to justify their targeting strategy. Originality/value The proposed framework presents the dynamic nature of the hospitality industry in which the event, hotel and casino sectors are interdependent, a picture hitherto prevented by the single-level oriented nature of gambling and hospitality research which largely focuses on the individual perspective. Given the dynamic nature of the hospitality industry, the findings elucidate a complex interdependency of customer needs.

scholarly journals Does Service Recovery Really Work? The Multilevel Effects of Online Service Recovery Based on Brand Perception

2020 ◽  
Vol 12 (17) ◽  
pp. 6999
Author(s):  
Tzu-En Lu ◽  
Yi-Hsuan Lee ◽  
Jer-Wei Hsu
Keyword(s):  
Brand Equity ◽  
Service Recovery ◽  
Negative Influence ◽  
Brand Identity ◽  
Organizational Level ◽  
Online Service ◽  
Perceived Justice ◽  
Individual Level ◽  
The Individual ◽  
The Relationship

This study explores how customer perception of online shopping brands plays a key role in moderating the relationship between service recovery and perceived justice. We incorporated brand equity at the organizational level and brand identity at the individual level into the relationship between online service recovery and customer-perceived justice. The findings are as follows: (a) online service recovery has a positive effect on customer-perceived justice; (b) brand equity at the organizational level has a negative influence on the relationships that courtesy and compensation have with perceived justice; (c) brand identity at the individual level has a negative influence on the relationships that courtesy and compensation have with perceived justice; and (d) hierarchical linear modeling can precisely measure the relationship between organizations and customers.

A Culture of Organizational Grit From the Perspective of U.S. Military Officers: A Qualitative Inquiry

2021 ◽  
pp. 0095327X2098519
Author(s):  
Celeste Raver Luning ◽  
Prince A. Attoh ◽  
Tao Gong ◽  
James T. Fox
Keyword(s):  
Research Question ◽  
Qualitative Inquiry ◽  
Growth Mindset ◽  
Organizational Level ◽  
Military Officers ◽  
Individual Level ◽  
Qualitative Research Design ◽  
Professional Pride ◽  
The Individual ◽  
The Military

With the backdrop of the utility of grit at the individual level, speculation has begun to circulate that grit may exist as an organizational level phenomenon. To explore this potential construct, this study used an exploratory, qualitative research design. This study explored grit at the organizational level by interviewing leaders’ perceptions of what may be a culture of organizational grit. Participants included 14 U.S. military officers. Seven themes emerged relative to the research question: “What do U.S. military officers perceive as a culture of organizational grit?” Themes included professional pride, team unity, resilience-determination, mission accomplishment, core values, growth mindset, and deliberate practice. This study indicated that a culture of organizational grit is likely a combination of converging organizational elements. Overall, findings indicate that there may be a culture of organizational grit in the military and at the least, more research examining the concept is warranted.

Public service motivation and willingness to collaborate

2014 ◽  
Vol 2 (1) ◽  
pp. 80-95 ◽  
Author(s):  
Heather Getha-Taylor ◽  
Alexa Haddock-Bigwarfe
Keyword(s):  
Homeland Security ◽  
Public Service ◽  
Public Service Motivation ◽  
The Body ◽  
Organizational Level ◽  
Cross Sectional ◽  
Content Type ◽  
Individual Level ◽  
Original Survey ◽  
The Individual

Purpose – The purpose of this paper is to examine public service motivation (PSM) and the connection with collaborative attitudes among a sample of homeland security actors representing the public, private, and nonprofit sectors. Design/methodology/approach – This study examines relationships between measures of PSM and collaboration using original survey data and hierarchical multiple regression. Findings – Findings reveal strong positive relationships between PSM measures and attitudes toward collaboration at the individual and organizational level. Research limitations/implications – Survey results are cross-sectional and are from respondents participating in a single state's homeland security summit. Practical implications – It is expected that results can be used to enhance collaboration at the individual and organizational levels. At the organizational level, results can be used for matching individuals with collaborative opportunities. At the individual level, results can be used for enhanced self-reflection and effectiveness purposes. Originality/value – This study provides insights on the relationship between PSM measures and collaborative attitudes. The research contributes to the body of scholarly work connecting PSM and correlates of interest.

scholarly journals The Impact of Customer Contact on Collective Human Energy in Firms

2018 ◽  
Vol 44 (5) ◽  
pp. 915-952
Author(s):  
Petra Kipfelsberger ◽  
Heike Bruch ◽  
Dennis Herhausen
Keyword(s):  
Transformational Leadership ◽  
Organizational Level ◽  
Data Set ◽  
Customer Contact ◽  
Individual Level ◽  
Moderated Mediation Model ◽  
Human Energy ◽  
The Individual ◽  
High Level ◽  
The Impact

This article investigates how and when a firm’s level of customer contact influences the collective organizational energy. For this purpose, we bridge the literature on collective human energy at work with the job impact framework and organizational sensemaking processes and argue that a firm’s level of customer contact is positively linked to the collective organizational energy because a high level of customer contact might make the experience of prosocial impact across the firm more likely. However, as prior research at the individual level has indicated that customers could also deplete employees’ energy, we introduce transformational leadership climate as a novel contingency factor for this linkage at the organizational level. We propose that a medium to high transformational leadership climate is necessary to derive positive meaning from customer contact, whereas firms with a low transformational leadership climate do not get energized by customer contact. We tested the proposed moderated mediation model with multilevel modeling and a multisource data set comprising 9,094 employees and 75 key informants in 75 firms. The results support our hypotheses and offer important theoretical contributions for research on collective human energy in organizations and its interplay with customers.

2019 TOKYO DECLARATION

2021 ◽  
Vol 9 (4) ◽  
pp. 83-85
Author(s):  
James Appleyard
Keyword(s):  
Human Resources ◽  
Health System ◽  
Health Professionals ◽  
Ethical Framework ◽  
Life Balance ◽  
Individual Level ◽  
Service Environment ◽  
Environment And Health ◽  
Individual Physician ◽  
The Individual

As the Congress explored the nature of burnout among doctors and health professionals in differing settings and in different nations it is clear that burnout is a global phenomenon. An organizational paradigm changes to a person- and people-centered system that incorporates complexity, is adaptive and integrative is essential. Such a change will enable continuing medical education be effective and the current unaffordable and unnecessary waste of human resources that the Congress identified reduced. The Congress reviewed a range of features precipitating burnout including a dysfunctional work–life balance and a variety of relatively simple individually protective factors. It is because of this variety that person- and people-centered initiatives rather than narrowly based top-down management solutions will prove effective Individual-level actions can be taken to reduce stress and poor health symptoms through effective coping and promoting healthy behavior. But there needs to be a much better alignment between the health system and the individual physician so that there are shared professional values within a clear medical ethical framework [23] that encourages professional development and adaptation to the health service environment and health system.

The Gatekeeping of iNews.id about News on Worship in Mosques Due to the Covid-19 Pandemic

MEDIASI ◽  
2021 ◽  
Vol 2 (2) ◽  
pp. 100-107
Author(s):  
Shania Shaufa ◽  
Thalitha Sacharissa Rosyidiani
Keyword(s):  
Production Process ◽  
Media Coverage ◽  
System Level ◽  
Organizational Level ◽  
Online Media ◽  
Individual Level ◽  
The Public ◽  
The Social ◽  
The Media ◽  
The Individual

This article explains about online media iNews.id in implementing gatekeeping function. This study aims to find out how gatekeeping efforts iNews.id in the production process on the issue of preaching restrictions on worship in mosques during Ramadan in 2020. During the Covid-19 pandemic, the current media situation, especially in the midst of a crisis, encourages the public to become heavily dependent on media coverage. With a qualitative approach, researchers analyzed five levels of influence on the gatekeeping process in online media iNews.id. The results of this study show that factors that influence the way iNews.id in the production process of preaching restrictions on worship in mosques due to the Covid-19 pandemic are the individual level of media workers, the level of media routine, the organizational level, the extramedia level, and the social system level. The conclusions of this study state the most dominant levels is the organization level and the media routine level in the iNews.id.

Organizational Arrogance and a Theory-Based Instrument

2021 ◽  
pp. 210-232
Author(s):  
C. Victor Herbin III
Keyword(s):  
Organizational Culture ◽  
Work Teams ◽  
The Body ◽  
Organizational Level ◽  
Cronbach Alpha ◽  
Individual Level ◽  
Body Of Knowledge ◽  
The Individual ◽  
Development And Validation

Prior studies provided insight on arrogance at the individual level and how arrogant individuals express superiority through (1) overconfidence in capabilities, (2) dismissiveness, (3) and disparagement, and how these behaviors may negatively impact those employees in and around their work teams, yet did not indicate how these behaviors impact organizational culture. Organizational arrogance represents an emerging concept that describes arrogance at the organizational level. Organizational arrogance provides the body of knowledge with a comprehensive and inclusive definition that led to the development and validation of the Organizational Arrogance Scale with a Cronbach Alpha of .922 that accurately measures the presence of organizational arrogance.

Political Journalism

2018 ◽  
Author(s):  
Jesper Strömbäck ◽  
Adam Shehata
Keyword(s):  
System Level ◽  
Organizational Level ◽  
Strategic Game ◽  
Partisan Bias ◽  
Individual Level ◽  
Political Journalism ◽  
The Media ◽  
Media Systems ◽  
Conflict Framing ◽  
The Individual

Political journalism constitutes one of the most prominent domains of journalism, and is essential for the functioning of democracy. Ideally, political journalism should function as an information provider, watchdog, and forum for political discussions, thereby helping citizens understand political matters and help prevent abuses of power. The extent to which it does is, however, debated. Apart from normative ideals, political journalism is shaped by factors at several levels of analysis, including the system level, the media organizational level, and the individual level. Not least important for political journalism is the close, interdependent, and contentious relationship with political actors, shaping both the processes and the content of political journalism. In terms of content, four key concepts in research on political journalism in Western democratic systems are the framing of politics as a strategic game, interpretive versus straight news, conflict framing and media negativity, and political or partisan bias. A review of research related to these four concepts suggests that political journalism has a strong tendency to frame politics as a strategic game rather than as issues, particularly during election campaigns; that interpretive journalism has become more common; that political journalism has a penchant for conflict framing and media negativity; and that there is only limited evidence that political journalism is influenced by political or partisan bias. Significantly more important than political or partisan bias are different structural and situational biases. In all these and other respects, there are important differences across countries and media systems, which follows from the notion that political journalism is always influenced by the media systems in which it is produced and consumed.

Is mediation the preferred procedure in labour dispute resolution systems? Evidence from employer–employee matched data in China

2019 ◽  
Vol 62 (1) ◽  
pp. 81-103 ◽  
Author(s):  
Jiaojiao Feng ◽  
Pengxin Xie
Keyword(s):  
Dispute Resolution ◽  
National Level ◽  
Organizational Factors ◽  
Individual Level ◽  
Labour Relations ◽  
Labour Dispute ◽  
Structure Factors ◽  
The Individual ◽  
Matched Data ◽  
The Relationship

This study explores procedural preferences in the historical development of labour dispute resolution systems at the national level and employees’ pre-experience preference to resolve disputes at the individual level. Drawing on two datasets – one from national public statistics and one from China’s employer–employee matched data – we find that mediation has fluctuated in its use and efficacy, and it has re-emerged as an important method to stabilize labour relations. Employees choose internal mediation only if they feel that the enterprise’s mediation committee is selected fairly. Organizational structure factors, such as the enterprise’s size and the effectiveness of the Staff and Workers Representative Congress, moderate the relationship between employees’ perceptions of justice and procedural preferences. This study contributes to the dispute resolution literature by highlighting the interactions between individual perceptions of justice and organizational factors of procedural preference. Additionally, practical implications are offered to aid in the design of dispute resolution systems and improve organizational justice.

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