Internal service quality affects salespersons' performance and turnover intention: Mediating role of job involvement

2019 ◽  
Vol 47 (8) ◽  
pp. 1-11 ◽  
Author(s):  
Liang Li ◽  
Bangzhu Zhu ◽  
Xiang Cai ◽  
Xingle Long ◽  
Chanwook Park
Keyword(s):  
Service Quality ◽  
Turnover Intention ◽  
Structural Equation ◽  
Job Involvement ◽  
Sales Performance ◽  
Equation Modeling ◽  
Mediating Role ◽  
Internal Service Quality ◽  
Indirect Relationship ◽  
The Relationship

We investigated the relationship between salespersons' internal service quality and turnover intention through the mediators of their job involvement and sales performance. To that end, we distributed surveys to salespersons in Korea and used structural equation modeling to examine the hypotheses. The results of this study were as follows: First, internal service quality had a significant and direct impact on salespersons' job involvement and sales performance, and also their turnover intention. Second, job involvement mediated the relationship between internal service quality and turnover intention. Third, internal service quality had a significant indirect effect on sales performance through the mediator of job involvement. Fourth, in a 2-stage mediation model internal service quality had a significant indirect relationship with turnover intention through the mediators of job involvement and then sales performance. Theoretical and practical implications are discussed for marketing management research.

scholarly journals The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

2020 ◽  
Vol 4 (1) ◽  
pp. 46-55
Author(s):  
Roby Nurismartian ◽  
Prof. Ir. Hendra Michael Roy Sembel, MBA., Ph.D., CSA
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Significant Variable ◽  
Insurance Company ◽  
Mediating Role ◽  
The Relationship

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.

scholarly journals The Role of Mediation Electronic Word of Mouth (E-WoM) in Relationship Quality of Services and Tourism Products Against Visiting Decisions

2021 ◽  
Vol 5 (1) ◽  
pp. 64-76
Author(s):  
Asep Rahmat Taryadi ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Mediating Role ◽  
The Relationship

The purpose of this study was to analyze the mediating role of electronic word of mouth in the relationship between tourism products and service quality on the decision to visit tourists to Pangandaran Beach. This research is explanatory research, and the data collection is done by distributing questionnaires. The sample in this study amounted to 95 visitors to Pangandaran beach, who were selected using the purposive sampling method. Based on the analysis using Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach, the results indicate that service quality and tourism products have a significant positive effect on visiting decisions. However, electronic word of mouth does not mediate the relationship between service quality and tourism products on tourists visiting decisions.

Leader–Member Exchange, Sales Performance, Job Satisfaction, and Organizational Commitment Affect Turnover Intention

2018 ◽  
Vol 46 (11) ◽  
pp. 1909-1922 ◽  
Author(s):  
Liang Li ◽  
Yongyue Zhu ◽  
Chanwook Park
Keyword(s):  
Job Satisfaction ◽  
Structural Equation Modeling ◽  
Organizational Commitment ◽  
Turnover Intention ◽  
Structural Equation ◽  
Sales Performance ◽  
Equation Modeling ◽  
Leader Member Exchange ◽  
Member Exchange ◽  
Indirect Relationship

We explored whether or not leader–member exchange (LMX) had an indirect relationship with turnover intention through the mediators of salespersons' sales performance, job satisfaction, and organizational commitment. Survey forms were distributed to 228 salespersons in several industries, and structural equation modeling was conducted to test the research hypotheses. Empirical results were as follows: First, LMX positively affected sales performance, job satisfaction, and organizational commitment. Second, LMX indirectly affected turnover intention through the mediators of sales performance, job satisfaction, and organizational commitment among those salespersons. Third, LMX indirectly and positively affected job satisfaction and organizational commitment through the mediator of sales performance, which, in turn, influenced salespersons' turnover intention. We discuss the theoretical contributions and implications of our findings.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

scholarly journals Perceived discrimination and psychological distress among immigrants to Canada: The mediating role of bicultural identity orientations

2021 ◽  
pp. 136843022199008
Author(s):  
Mustafa Firat ◽  
Kimberly A. Noels
Keyword(s):  
Psychological Distress ◽  
Undergraduate Students ◽  
Structural Equation ◽  
Perceived Discrimination ◽  
The Other ◽  
Equation Modeling ◽  
Bicultural Identity ◽  
Cross Sectional ◽  
Mediating Role ◽  
The Relationship

Bicultural identity orientations have rarely been examined in relation to both perceived discrimination and psychological distress. Furthermore, these constructs have usually been studied in isolation, but their intersection is essential for understanding intercultural relations in multicultural societies. Using cross-sectional data from 1,143 Canadian undergraduate students from immigrant families, this study explored the relationship between perceived discrimination and psychological distress, and how bicultural identity orientations might mediate this relationship. The structural equation modeling results indicated that perceived discrimination was associated with higher levels of psychological distress and hybrid, monocultural, alternating, and conflicted orientations, but lower levels of complementary orientation. Alternating and conflicted orientations were related to higher psychological distress, whereas the other orientations were not. Alternating and conflicted orientations mediated the relationship between perceived discrimination and psychological distress, whereas the other orientations did not. The findings are discussed in light of theories on identity integration, rejection–identification, and acculturation.

Iranian Coaches Forgiveness and Relationship Quality to Their Athletes

2021 ◽  
pp. 1-8
Author(s):  
Hassan Gharayagh Zandi ◽  
Sahar Zarei ◽  
Mohammad Ali Besharat ◽  
Davoud Houminiyan sharif abadi ◽  
Ahmad Bagher Zadeh
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Data Sets ◽  
Mediating Role ◽  
Interpersonal Behaviors ◽  
Key Factor ◽  
The Relationship

Coaching has often been viewed as a context within which coaches operate to largely bring about changes in athlete’s performance and flourishing. One key factor to successful outcomes in coaching is the quality of the relationship between coaches and athletes. The coach–athlete relationship is at the heart of coaching; however, limited studies have been conducted on its antecedents. The aim of this study was to investigate the relationship between coaches’ forgiveness and perceived relationship quality toward their athletes through verifying the mediating role of interpersonal behaviors of coaches. A total of 270 Iranian coaches participated in the survey, and the data sets were analyzed using structural equation modeling. Results revealed that forgiveness positively predicted the coaches’ perceived relationship quality with their athletes, and this pathway was mediated by the coaches’ interpersonal behaviors.

Job insecurity and turnover intention: Organizational commitment as mediator

2017 ◽  
Vol 45 (4) ◽  
pp. 529-536 ◽  
Author(s):  
Sang Hyun Lee ◽  
Dae Yong Jeong
Keyword(s):  
Organizational Commitment ◽  
Social Exchange ◽  
Turnover Intention ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Job Insecurity ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Future Research ◽  
The Relationship

Drawing from social exchange theory, we investigated the relationship between job insecurity and turnover intention, and the mediating effect of organizational commitment on this relationship. Structural equation modeling was employed to investigate the hypotheses using data from 459 employees in various firms in South Korea. Our findings confirmed that job insecurity was positively related to turnover intention, and that organizational commitment mediated the relationship between job insecurity and turnover intention. Implications of our findings for the job insecurity literature are discussed in the Korean context, and directions for future research are given.

Structural empowerment and serving culture as determinants of organizational identification and turnover intention

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Radoslaw Nowak
Keyword(s):  
Organizational Identification ◽  
Turnover Intention ◽  
Structural Equation ◽  
Joint Effect ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Structural Empowerment ◽  
Content Type ◽  
Employee Identification ◽  
The Relationship

Purpose This paper aims to provide an alternative explanation for how organizations could increase levels of organizational identification, in turn reducing employee turnover intention. Specifically, the study empirically tests the joint effect of two types of organizational resources – structural empowerment and serving culture (SE*SC) – on employee identification. Moreover, it investigates the mediating effect of organizational identification on the relationship between the joint effect (SE*SC) and turnover intention. Design/methodology/approach The data were collected in 2018 from employees working in a higher education institution located in the USA. Structural equation modeling was used to test the proposed model. Findings Statistical analysis reveals the positive joint effect (SE*SC) on organizational identification and the mediating effect of identification on the relationship between the joint effect (SE*SC) and turnover intention. Originality/value This study contributes to past research by revealing a new important mechanism. Business organizations could increase levels of employee identification and, in turn, reduce turnover by providing empowering resources that allow employees to successfully complete their jobs. Moreover, the study also contributes to practice by providing some recommendations that managers may implement to improve internal effectiveness in their respective organizations.

scholarly journals The relationship between online sale and customer value co-creation: The mediating role of e-satisfaction and e-trust

2021 ◽  
pp. 97-106 ◽  
Author(s):  
Tariq Khairo Issa Al Daabseh ◽  
Ahmad Aljarah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Online Transactions ◽  
Mediating Role ◽  
Online Purchases ◽  
Online Sales ◽  
The Relationship

The aim of this research is to identify the relationship between online sale and customer value co-creation. In addition, to identify the mediating role of E-Satisfaction and E-Trust in the relationship between the online sale and customer value co-creation. This study selected a sample of 364 customers who shopped from the Modanisa website in Jordan, and a structural equation modeling (SEM) approach was applied in this study to suit the nature of the study and to achieve the desired goals. This approach is based on showing the variables' relationship with each other. In this study, the relationship between online sale and customer value co-creation was influenced by E-trust and E-satisfaction. As per the results have indicated the foregoing, the analysis exhibited a favorable relation between them. E-trust impacts online sale and customer value relationship CO-creation, E-satisfaction affects the connection between the customer and online sales value. In addition, this study proves that online transactions contribute to the CO-creation of customer value for Modanisa. The customer value of CO-creation is, however, influenced by online purchases by E-trust and E-satisfaction in the Modanisa site. The findings of the study show that consumers with the higher online sale are far more committed to rising customer value by enhancing E-trust and E-satisfaction.

scholarly journals Core Self-Evaluations, Perceived Job Characteristics and Job Satisfaction: Evidence from Two Independent Samples of Highly Skilled Argentinian Workers

2019 ◽  
Vol 28 (1) ◽  
pp. 131-146 ◽  
Author(s):  
Lucas Pujol-Cols
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Job Characteristics ◽  
Equation Modeling ◽  
Skilled Workers ◽  
Mediating Role ◽  
Modeling Analysis ◽  
Highly Skilled ◽  
Core Self ◽  
The Relationship

This study examined the mediating role of perceived job characteristics in the relationship between core self-evaluations (CSEs) and job satisfaction. Data were collected from two independent samples of highly skilled workers in Argentina (190 scholars and 116 managers). The results from the structural equation modeling analysis revealed that perceived job characteristics partly mediated the relationship between CSEs and job satisfaction in both samples (32% in sample 1 and 65% in sample 2), suggesting that those individuals with higher CSEs tended to perceive their jobs as more resourceful (i.e., more rewarding, secure, and supportive), which increased their levels of job satisfaction. ese findings were consistent with those reported in North-American and European organizational settings, which provided further support to the universality and cross-cultural generalizability of the CSE construct.

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