The Influence of Idealism, Person-Organization fit on Social Workers' Customer Orientation and Moderating Effect of Perceived Ethical Management

PurposeGrounded in ethical decision-making theory, this paper aims to develop and empirically tests a model that examines the relationships between ethical leadership, customer orientation, ethical values person-organization fit, commitment to service quality and service sabotage among customer-contact service employees in the lodging industry.Design/methodology/approachData were electronically collected from a national survey of 316 hotel/motel customer-contact employees.FindingsResults revealed that perceived ethical leadership behavior is positively related to customer orientation, ethical values person-organization fit and commitment to service quality. Customer orientation is positively related to commitment to service quality and mediates the relationship between ethical leadership and service sabotage. Ethical values person-organization fit mediates the relationship between ethical leadership and service sabotage.Research limitations/implicationsThe study is cross-sectional, limited to customer-contact employees in lodging settings and examines merely the employee perspective.Practical implicationsLodging leaders can benefit significantly in many areas by practicing ethical leadership. For example, service sabotage behaviors can be reduced indirectly by aligning the customer-contact employees’ ethical values with those of the organization, as well as when this employee is customer-oriented. An ethical leadership style also can positively influence customer-contact employees’ customer orientation and increase their commitment to service quality. Lodging properties must hire and cultivate managers and supervisors with ethical values.Originality/valueThis research helps to better understand leadership behaviors useful for improving the ethical conduct and performance of customer-contact employees in the lodging industry, while simultaneously improving their commitment to service quality and guest-oriented behavior.

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Effects of perceived quality and satisfaction on brand loyalty in China: The moderating effect of customer orientation

AFRICAN JOURNAL OF BUSINESS MANAGEMENT ◽

10.5897/ajbm12.236 ◽

2012 ◽

Vol 6 (22) ◽

Author(s):

Hong-Youl Ha

Keyword(s):

Brand Loyalty ◽

Customer Orientation ◽

Perceived Quality ◽

Moderating Effect

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The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

GLOBAL BUSINESS & FINANCE REVIEW ◽

10.17549/gbfr.2017.22.1.80 ◽

2016 ◽

Vol 22 (1) ◽

pp. 80-90

Author(s):

Jieun Lim ◽

Keyword(s):

Job Satisfaction ◽

Emotional Intelligence ◽

Customer Orientation ◽

Moderating Effect ◽

Value Sharing ◽

Hotel Employees

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The Influence of Person-Environment Fit on the Turnover Intention of Nurses in Jordan: The Moderating Effect of Psychological Empowerment

Nursing Research and Practice ◽

10.1155/2021/6688603 ◽

2021 ◽

Vol 2021 ◽

pp. 1-14

Author(s):

Saleh Amarneh ◽

Ali Raza ◽

Sheema Matloob ◽

Raed Khamis Alharbi ◽

Munir A. Abbasi

Keyword(s):

Registered Nurses ◽

Turnover Intention ◽

Quantitative Research ◽

Psychological Empowerment ◽

Moderating Effect ◽

Healthcare Organizations ◽

High Turnover ◽

Design Data ◽

Nurse Turnover ◽

Person Organization Fit

There is an acute shortage of nurses worldwide, including in Jordan. The nursing shortage is considered to be a crucial and complex challenge across healthcare systems and has stretched to a warning threshold. High turnover among nurses in Jordan is an enduring problem and is believed to be the foremost cause of the nurse shortage. The purpose of this study was to investigate the multidimensional impact of the person-environment (P-E) fit on the job satisfaction (JS) and turnover intention (TI) of registered nurses. The moderating effect of psychological empowerment (PE) on the relationship between JS and TI was also investigated. Based on a quantitative research design, data were collected purposively from 383 registered nurses working at private Jordanian hospitals through self-administered structured questionnaires. Statistical Package for Social Sciences (SPSS) 25 and Smart Partial Least Squares (PLS) 3.2.8 were used to analyze the statistical data. The results showed that there is a significant relationship between person-job fit (P-J fit), person-supervisor fit (P-S fit), and JS. However, this study found an insignificant relationship between person-organization fit (P-O fit) and JS. Moreover, PE was also significantly moderate between JS and TI of nurses. This study offers an important policy intervention that helps healthcare organizations to understand the enduring issue of nurse turnover. Additionally, policy recommendations to mitigate nurse turnover in Jordan are outlined.

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