ENHANCING EMPLOYEE INNOVATIVE BEHAVIOR THROUGH CUSTOMER ENGAGEMENT: THE ROLE OF CUSTOMER INTERACTIVITY AND EMPLOYEE MOTIVATIONS

2018 ◽  
Vol 2018 ◽  
pp. 509-509
Author(s):  
Xu Fengzeng ◽  
◽  
Wang Ying
Keyword(s):  
Customer Engagement ◽  
Innovative Behavior

The Role of Employee's Innovative Behavior in Strengthening the Impact of Customer Participation on Customer Engagement

2020 ◽  
Vol 11 (4) ◽  
pp. 1-19
Author(s):  
Elsayed Sobhy Ahmed Mohamed
Keyword(s):  
Banking Sector ◽  
Service Industry ◽  
Customer Participation ◽  
Customer Engagement ◽  
Direct And Indirect Effects ◽  
Innovative Behavior ◽  
Mediating Role ◽  
Long Run ◽  
The Impact

Given the intensive rivalry in the service industry, customer engagement has become a vital concern for the banking sector. This study investigates to what extent do customer participation (CP) impacts customer engagement through the mediating role of employee's innovative behavior. The authors put forward and test a theoretical framework of direct and indirect effects of CP on customer engagement via employee innovative behavior (EIB). Hypothetically, CP coupled with EIB is likely to influence customer engagement (CE). Empirical results based on a sample of 336 customers in Egyptian banks proved that customer engagement composed of three main dimensions: affective, cognitive, and behavioral. In addition, the findings support the hypotheses. Results also indicate that CP provides a basis for EIB and CE. Thus, the authors conjecture that CP and EIB improve customer engagement. Accordingly, they encourage Egyptian banks to cultivate their CP for harnessing their EIB in order to boost CE in the long run.

scholarly journals Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations

2019 ◽  
Vol 44 (2) ◽  
pp. 351-376 ◽  
Author(s):  
Feng Zeng Xu ◽  
Ying Wang
Keyword(s):  
Organizational Behavior ◽  
Positive Affect ◽  
Structural Model ◽  
Employee Performance ◽  
Influential Factors ◽  
Customer Engagement ◽  
Innovative Behavior ◽  
Using Data ◽  
Innovative Behaviors

Customer engagement involves customers’ interactive experiences with a brand or service provider. Focusing on the hotel industry, this study investigates the role of customer interactivity, positive affect, and employee motivations in enhancing employees’ innovative behaviors under the S-O-R (stimulus–organism–response) framework. Using data collected via a mixed-mode quantitative survey of 830 Chinese hotel employees, the authors developed and tested a structural model. The findings suggest that customer interactivity, positive affect, and motivations as influential factors affect employee innovative behavior. Specifically, customer interactivity influences employee innovative behavior directly and indirectly through positive affect and intrinsic and extrinsic motivations. Theoretically, the study clarifies the mechanisms underpinning the effect of customer interactivity on employees’ innovative behaviors and extends the S-O-R model by applying it in the organizational behavior domain. Practically, the results highlight a need for reward systems to incorporate measures of employee performance in relation to fostering customer interactivity and engagement.

scholarly journals Paternalistic Leadership and Innovative Behavior: Psychological Empowerment as a Mediator

2019 ◽  
Vol 11 (6) ◽  
pp. 1770 ◽  
Author(s):  
Alisher Dedahanov ◽  
Faridun Bozorov ◽  
Sanghyun Sung
Keyword(s):  
Leadership Styles ◽  
Structural Equation ◽  
Equation Modeling ◽  
Manufacturing Companies ◽  
Innovative Behavior ◽  
Paternalistic Leadership ◽  
Authoritarian Leadership ◽  
Mediating Role ◽  
Benevolent Leadership

Purpose: The aim of this study is to examine the mediating role of empowerment on the relationship between paternalistic leadership styles such as benevolent, moral, and authoritarian and employee innovative behavior. Design/methodology/approach: The data were collected from 390 employees of manufacturing companies in the Republic of Korea. To assess the validity of hypotheses we used a structural equation modeling procedure. Findings: The findings suggest that empowerment mediates the relationships among moral and authoritarian leadership styles and employee innovative behavior. However, results indicate that employee innovative behavior does not mediate the associations between benevolent leadership style and employee innovative behavior. Originality/value: Our work is the first to investigate the mediating role of empowerment on the link between paternalistic leadership styles such as benevolent, moral, and authoritarian and employee innovative behavior.

Understanding the Relationship Between Customer Satisfaction, Customer Engagement and Repeat Purchase Behaviour

2021 ◽  
pp. 097226292199259
Author(s):  
Devika Rani Sharma ◽  
Balgopal Singh
Keyword(s):  
Customer Satisfaction ◽  
Relationship Building ◽  
Customer Relationship ◽  
Mediation Effect ◽  
Customer Engagement ◽  
Mediating Role ◽  
Repeat Purchase ◽  
Building Activities ◽  
The Relationship

Emergence of technology has not only boosted the growth of customer engagement but has also paved way for customers to become active co-creators with the firms. Customer engagement activities are taking over the customer relationship building activities in the present scenario. Customers’ experience with a particular brand has its impact on satisfaction levels and their repurchasing intention in future as well. According to Rosetta Consulting report an engaged customer is likely to buy 90% more frequently and may spend 300% more than other customers. Hence, the present has tried to understand the mediating role of satisfaction on customer engagement in retaining the customers or persuading the customers to repurchase. The results show that there exists a significant mediation effect of customer satisfaction in influencing their repeat purchase behaviour.

Does Customer Experience Always Benefit Company? Examining Customers’ Epistemic Motivation and Interaction With Service Contexts

2021 ◽  
pp. 183933492199886
Author(s):  
Vu Thi Mai Chi ◽  
Widya Paramita ◽  
Tran Ha Minh Quan
Keyword(s):  
Social Identity Theory ◽  
Empirical Support ◽  
Customer Experience ◽  
Customer Engagement ◽  
Survey Method ◽  
Epistemic Motivation ◽  
Engagement Behavior ◽  
Company Identification ◽  
Employee Identification

The main purpose of this study is explaining how and when customer experience benefits the company. Built upon social identity theory, we propose that customer experience leads to customer engagement behavior, via two routes: customer-company and customer-employee identification. Furthermore, we advance that customers’ epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior. We ran two studies to validate the measurement of customer experience and to test our hypotheses. For the two studies, we employed a survey method by recruiting consumers of beauty salons in Vietnam. The results demonstrated that EXQ as a measurement for customer experience is applicable to the context of the study and provided empirical support for the hypotheses. Such as, this research found that customer experience positively influences customer engagement behavior as mediated by customer-company and customer-employee identification. Furthermore, this research revealed that customer epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior via customer-employee identification. However, the moderating role of customer epistemic motivation is insignificant for the mediated relationship via customer-company identification. Finally, this research offers theoretical and practical contributions that are elaborated and further discussed.

The dimensional linkage between public service motivation and innovative behavior in public sector institutions; the mediating role of psychological empowerment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Asim Rafique ◽  
Yumei Hou ◽  
Muhammad Adnan Zahid Chudhery ◽  
Nida Gull ◽  
Syed Jameel Ahmed
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Psychological Empowerment ◽  
Public Service Motivation ◽  
Innovative Behavior ◽  
Content Type ◽  
Mediating Role ◽  
Relationship Of ◽  
The Relationship

PurposeInnovations are imperative for organizational growth and sustainability. This study focuses on the employees' innovative behavior, a source of organizational innovations, which has received substantial attention from the researchers. Based on the psychological empowerment theory, the study exposes the effect of the various dimensions of public service motivation (PSM) on employees' innovative behavior (IB) in public sector institutions especially in the context of developing countries such as Pakistan. Moreover, the study also investigates the mediating role of psychological empowerment (PSE) between the dimensions of PSM and IB.Design/methodology/approachThis study used the cross-sectional research design. By using random sampling, the adapted survey questionnaires were used to collect data from 346 faculty members of public sector universities located in provincial capitals of Pakistan. A partial least square–structural equation modeling (PLS-SEM) tool was used to assess the proposed hypotheses through SMART-PLS software.FindingsResults revealed that attraction to policymaking (APM), compassion (COM), self-sacrifice (SS) have a significant impact on employees' PSE and their innovative behavior, while the relationship of commitment to the public interest (CPI) with PSE and IB was found insignificant. Moreover, PSE partially mediated the relationship between PSM dimensions and employees' IB.Originality/valueThere was a scarcity of research on IB especially in public sector institutions such as academia. This study theoretically contributed to the literature by providing a refined picture in assessing the proposed relationship of the constructs. This is also one of the original studies that examine the relationship between the dimensions of PSM and IB.

It’s All Fun and Games: The Role of Gamification in E-banking

2021 ◽  
Vol 65 (1) ◽  
pp. 1297-1301
Author(s):  
Meenu Sethu ◽  
Dan Nathan-Roberts
Keyword(s):  
Financial Institutions ◽  
Game Design ◽  
Customer Engagement ◽  
The Internet ◽  
Design Elements ◽  
Online Transactions ◽  
Game Mechanics ◽  
Factors Influencing ◽  
Novel Approach

Traditional banks and financial institutions have witnessed a profound transformation to electronic banking with the rise of the internet over the last two decades. However, most digital banking customers do not feel that the activity of managing their money and making online transactions is exciting or enjoyable. The gamification of e-banking systems is a novel approach for promoting customer engagement that is gaining popularity. This work reviews the factors influencing the adoption of e-banking and how gamification can be used to improve customer engagement, loyalty, and financial wellbeing. An exploration of the most extensively used game design elements in gamified e-banking applications suggests that the use of certain game mechanics and characteristics can be effective in creating enjoyable banking experiences. Based on this research, a set of guidelines is provided for designers and practitioners for introducing game principles in e-banking applications.

The mediating role of autonomy in the effect of pro-innovation climate and supervisor supportiveness on innovative behavior of nurses

2019 ◽  
Vol 22 (1) ◽  
pp. 41-58 ◽  
Author(s):  
Betül Sönmez ◽  
Aytolan Yıldırım
Keyword(s):  
Organizational Climate ◽  
Linear Regression Analysis ◽  
Professional Autonomy ◽  
Added Value ◽  
Innovative Behavior ◽  
Cross Sectional ◽  
Content Type ◽  
Mediating Role ◽  
Innovation Climate

PurposeThe purpose of this paper is to test the mediating role of autonomy in the effect of a pro-innovation organizational climate and supervisor supportiveness (SS) on the innovative behavior (IB) of nurses.Design/methodology/approachThe sample of this cross-sectional, correlational study consisted of 332 nurses, who were selected, on the basis of the convenience sampling method, from among the nurses working at two public university hospitals in Istanbul. The data of the study were collected between February and May of 2015. Descriptive analysis and linear regression analysis were used for data analysis, and the bootstrapping method was applied to test the significance of the mediating role.FindingsThe model used for examining the mediating role of autonomy was found to be statistically significant, as it explained 36 percent of the variance of IB. When the significance of the mediating role was tested, its effect on both innovation climate and SS was observed to be significant.Originality/valueThe obtained results indicated that a pro-innovation organizational climate and SS functioned as premises for autonomy. In turn, the rise in autonomy level that served to innovative climate and SS increased the IB of the nurses through boosting their autonomy level. From these results, it can be argued that nurses with a high level of professional autonomy can create innovative outputs and provide added value through the IB they practice in providing patient care and general health services.

scholarly journals The Role of Multi-Actor Engagement

2020 ◽  
Vol 6 (4) ◽  
pp. 176
Author(s):  
Sumitro Sarkum ◽  
Abd. Rasyid Syamsuri ◽  
Supriadi Supriadi
Keyword(s):  
Supply Chain ◽  
Employee Engagement ◽  
Business Strategy ◽  
Business Performance ◽  
Dynamic Capability ◽  
Customer Engagement ◽  
Market Knowledge ◽  
Marketing Function ◽  
Summary Statement

This study aims to meet the theoretical needs in answering the problem of the role of the marketing function on the dynamic capability that involves the role of multi actors through engagement. In particular, the study discusses the capabilities of SMEs’ business strategy in the offline to online market. The population of this research are owners, managers, and owners and managers of SMEs in Indonesia. The results of this study indicate that the integration of the supply chain into engagement can address the problem of the role of the marketing function that connects marketing and operations. Supply chain engagement is also able to moderate employee engagement to dynamic marketing engagement but not significantly moderate customer engagement. Meanwhile, the basis of integration as a dynamic capability in market knowledge has a significant effect on the multi-actor engagement consisting of customer engagement, employee engagement, and supply chain engagement. Summary statement of contribution: Our research builds on the three elements of multi-actor engagement that are significant against dynamic marketing engagement. The main finding of this research is that the concept of novelty can answer the proposition with the result that dynamic marketing engagement can improve business performance.

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