scholarly journals How Organizational Unfairness Impedes Service Employees Needs Fulfillment? The Case of Islamic Banking Industry in Pakistan

2021 ◽  
Vol 11 (01) ◽  
pp. 40-57
Author(s):  
Muhammad Farhan Hamid ◽  
◽  
Sohail Kamran ◽  
Qazi Waqas Ahmed ◽  
◽  
...  
Keyword(s):  
Interactional Justice ◽  
Islamic Banks ◽  
Structured Interviews ◽  
Service Employees ◽  
Bank Branches ◽  
Organizational Fairness ◽  
Self Actualization ◽  
Research Findings ◽  
Managerial Employees ◽  
Practical Implications

Purpose: The purpose of this study was to explore how organizational unfairness impedes fulfilment of various needs of non-managerial employees at Islamic banks. Methodology: The data were gathered through semi-structured interviews from sixteen non-managerial employees of different fully Islamic bank branches located in Rawalpindi and Islamabad, Pakistan. Findings: The study findings indicate that issues in the distributive, procedural and interactional justice elements of Islamic banks impedes fulfilment of basic, social, security, self-esteem, and self-actualization needs of non-managerial service employees of Islamic banks and adversely affects their wellbeing. Significance: This research contributes to the literature on organizational fairness by unpacking the ways in which issues in the organizational justice elements impeded non-managerial service employees’ life needs fulfilment. This study investigates the above-mentioned issue from the Islamic banks non-managerial employees’ perspective, which was not empirically investigated earlier. Limitations: The qualitative research findings might lack external validity or generalizability. In the future, a study could investigate this topic through survey research. Second, this research merely investigated how organizational unfairness impedes employees’ life needs. In future, a study could explore the strategies employed by the employees encountering organizational unfairness for resolving the issues relating to stress and other socio-economic aspects. Practical and Social Implications: This study findings provided an avenue to offer a number of practical implications to enhance fairness for non-managerial service employees in Islamic banks.

Service branding: suggesting an interactive model of service brand development

Kybernetes ◽  
2014 ◽  
Vol 43 (8) ◽  
pp. 1209-1223 ◽  
Author(s):  
Hugo Skaalsvik ◽  
Bjørn Olsen
Keyword(s):  
Content Type ◽  
Service Employees ◽  
Interactive Model ◽  
Customer Involvement ◽  
Service Leadership ◽  
Brand Development ◽  
Service Brand ◽  
Research Findings ◽  
The Individual ◽  
Practical Implications

Purpose – The purpose of this paper is to suggest an interactive model of service brand development. Design/methodology/approach – The design employed in the research represents a holistic and systemic approach to services branding and the methodology employed is conceptual desk research. Findings – The research findings encompass an interactive model of service brand components grounded on a systemic perspective. By building on services brand theory, three key actors constitute the components of the model, namely service leadership, service employees and customers. The findings also state how successful service branding may be obtained at the level of the individual service enterprise. Practical implications – The paper outlines a set of practical implications. For example, successful service brand development is obtained through a high degree of service orientation, customer involvement, an involvement model of service leadership and a motivated, committed and empowered workforce, particularly those employees at the frontline. Originality/value – The originality and value of the research rests on using systemic thinking in the development of an interactive model of services brand development

scholarly journals Customer orientation in highly relational services

2019 ◽  
Vol 38 (2) ◽  
pp. 209-223
Author(s):  
Javier Morales Mediano ◽  
José L. Ruiz-Alba
Keyword(s):  
Customer Relationship Management ◽  
Design Methodology ◽  
Customer Orientation ◽  
Customer Relationship ◽  
Structured Interviews ◽  
Content Type ◽  
Service Employees ◽  
Private Banking ◽  
First Time ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the antecedents, importance, and consequences of the customer orientation of service employees (COSE) in highly relational services (HRS). This study challenges the traditional vision of COSE and its sole focus on transactional services. The paper also examines and confirms new outcomes of COSE. Then, a revised COSE model adapted to HRS is proposed. Design/methodology/approach The private banking (PB) service is chosen to represent a HRS setting. The qualitative study is comprised of 25 semi-structured interviews with PB practitioners. The results are analysed using NVivo 11. Findings This study confirms the validity of the construct. COSE is proven to have notable importance in HRS. Various dimensions of COSE have different grades of importance. New consequences are elicited for HRS, including trust, loyalty and co-creation. Practical implications The results show that most PB firms do not have standardised processes in place to measure COSE. This study proves how COSE can be used for several purposes by practitioners as a means of customer relationship management and in co-creation strategies. Originality/value This study expands on the potential of the COSE construct by the use of HRS for the first time and introduces new consequences from the original COSE model.

scholarly journals “You really shouldn't have!” Coping with failed gift experiences

2020 ◽  
Vol 54 (4) ◽  
pp. 857-883 ◽  
Author(s):  
Ines Branco-Illodo ◽  
Teresa Heath ◽  
Caroline Tynan
Keyword(s):  
Future Research ◽  
Structured Interviews ◽  
Ethical Considerations ◽  
Content Type ◽  
Diary Method ◽  
Multiple Data ◽  
The Gift ◽  
Research Findings ◽  
The Cost ◽  
Practical Implications

Purpose This paper aims to examine coping approaches used by receivers to deal with failed gift experiences, thereby dealing with misperceptions between givers and receivers that could affect their relationship. Design/methodology/approach This study uses a sequential, multimethod methodology using background questionnaires, online diary method and 27 semi-structured interviews. Findings Receivers cope with failed gift experiences through concealing, disclosing or re-evaluating the gift experience. These approaches encompass several coping strategies, allowing receivers to deal with their experiences in ways that help them manage their relationships with givers. Research limitations/implications Informants described gift experiences in their own terms without being prompted to talk about coping, thus some insights of coping with failed gifts may have been missed. Multiple data collection methods were used to minimise this limitation, and the research findings suggest new avenues for future research. Practical implications The present research helps retailers and brands to minimise gift failure by promoting gifts that emphasise aspects of the giver–receiver relationship, assists givers in their learning from gift failure by making them aware of the receiver’s preferences and reduces the cost of gift failure by offering further opportunities to dispose of unwanted gifts. Originality/value This paper contributes to the emerging topic of consumer coping by providing a novel and rounded understanding of coping in the context of failed gift events, identifying new reasons for gift failure, highlighting receivers’ ethical considerations when responding to failed gifts and proposing new insights for the coping literature.

scholarly journals Defining Pop-up Stores

2021 ◽  
Vol 16 (01) ◽  
Author(s):  
Ghalia Boustani ◽  
Keyword(s):  
Middle Eastern ◽  
Academic Research ◽  
Distribution Channel ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Different Types ◽  
Research Findings ◽  
And Function ◽  
Retail Formats ◽  
Practical Implications

Purpose of the research: The purpose of this paper is to define pop-up stores. Design/Methodology: Adopting an exploratory research design, semi-structured interviews and field observations were undertaken with brand managers of different types of pop-up stores and at different industry levels in Lebanon. Results/findings: A pop-up store is guided by a clear strategy to meet specific objectives using available resources. Research findings highlight a clear distinction between pop-up stores developed by newly established brands and mature brands in terms of purpose and function. The two brand classes can each manifest in four types of pop-up stores: pop-up as a distribution channel, pop-up as a communications channel, pop-up as a distribution and communications channel and pop-up complementing a distribution channel. Practical implications and conclusions: This study qualitatively explores brand managers’ understanding of pop-up stores, their perceptions and their uses in the Middle Eastern market; a market that hasn’t yet been explored in academic research related to these types of stores. It presents, defines and contextualizes a pop-up store and anchors it among new types of retail formats.

Attitudes of the academics in sports sciences towards distance education

2020 ◽  
Vol 8 (4) ◽  
pp. 799-805
Author(s):  
Şükrü Bingöl ◽  
Keyword(s):  
Transformational Leadership ◽  
Regression Analysis ◽  
Organizational Justice ◽  
School Administrators ◽  
Relevant Literature ◽  
Interactional Justice ◽  
Teachers Perceptions ◽  
Idealized Influence ◽  
Research Findings ◽  
Sports Sciences

The aim of this study is to determine the relationship between school administrators’ transformational leadership behaviours and teachers’ perceptions of organizational justice. The sample of the study consists of 170 teachers working in high schools in Elazığ city center. In the study, the Transformational Leadership Scale was used to determine whether school administrators exhibit transformational leadership behaviours, and the Organizational Justice Scale was used to determine teachers' perceptions of organizational justice. Pearson moment two-correlation analysis and multiple regression analysis techniques were used in the analysis of the data. According to the research findings, it was observed that school administrators frequently exhibited transformational leadership behaviours and teachers' perceptions of organizational justice were at the level of “I agree”. In general, moderate, positive and significant relationships were found between transformational leadership and organizational justice. According to the results of the regression analysis, it was determined that the idealized influence dimension of transformational leadership positively and significantly predicted the formal procedures dimension of the organizational justice scale, and also idealized influence and individualized consideration dimensions of transformational leadership positively and significantly predicted the interactional justice dimension of the organizational justice scale. The research results were discussed in the relevant literature and recommendations were made.

KONFLIK DAN KINERJA KARYAWAN

2018 ◽  
Vol 3 (3) ◽  
pp. 431-440
Author(s):  
Santi Retno Sari
Keyword(s):  
Leadership Style ◽  
Structural Equation ◽  
Employee Performance ◽  
Equation Modeling ◽  
Managerial Practices ◽  
Research Findings ◽  
Job Levels ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

The purpose of this paper is to examine the relationships to which leadership style (task and relations oriented leadership) moderate the impact of conflict on employee performance. Data were collected from 92 employees in different job levels. Partial least squares variance-based structural equation modeling (PLS-SEM) was used to test the relationship in the models. The results showed that task and relation conflict was associated with employee performance. The research findings also showed that leadership styles moderated the relationship between conflict and employee performance. This study offers implications for managerial practices. Practical implications and suggestions described in the paper Keywords: leadership style, conflict, performance.

scholarly journals Doctors’ maintenance of professional competence: a qualitative study informed by the theory of planned behaviour

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Anél Wiese ◽  
Emer Galvin ◽  
Janet O’Farrell ◽  
Jantze Cotter ◽  
Deirdre Bennett
Keyword(s):  
Qualitative Study ◽  
Theory Of Planned Behaviour ◽  
Professional Competence ◽  
Age Groups ◽  
Structured Interviews ◽  
Negative Attitudes ◽  
Planned Behaviour ◽  
Targeted Interventions ◽  
Research Findings ◽  
Meaningful Engagement

Abstract Background Medical regulators worldwide have implemented programmes of maintenance of professional competence (MPC) to ensure that doctors, throughout their careers, are up to date and fit to practice. The introduction of MPC required doctors to adopt a range of new behaviours. Despite high enrolment rates on these programmes, it remains uncertain whether doctors engage in the process because they perceive benefits like improvements in their practice and professional development or if they solely meet the requirements to retain medical registration. In this study, we aimed to explore the relationship between doctors’ beliefs, intention and behaviour regarding MPC through the lens of the Theory of Planned Behaviour (TPB) to make explicit the factors that drive meaningful engagement with the process. Methods We conducted a qualitative study using semi-structured interviews. From a pool of 1258 potential participants, we purposively selected doctors from multiple specialities, age groups, and locations across Ireland. We used thematic analysis, and the TPB informed the analytic coding process. Results Forty-one doctors participated in the study. The data analysis revealed doctors’ intention and behaviour and the factors that shape their engagement with MPC. We found that attitudes and beliefs about the benefits and impact of MPC mediated the nature of doctors’ engagement with the process. Some participants perceived positive changes in practice and other gains from participating in MPC, which facilitated committed engagement with the process. Others believed MPC was unfair, unnecessary, and lacking any benefit, which negatively influenced their intention and behaviour, and that was demonstrated by formalistic engagement with the process. Although participants with positive and negative attitudes shared perceptions about barriers to participation, such perceptions did not over-ride strongly positive beliefs about the benefits of MPC. While the requirements of the regulator strongly motivated doctors to participate in MPC, beliefs about patient expectations appear to have had less impact on intention and behaviour. Conclusions The findings of this study broaden our understanding of the determinants of doctors’ intention and behaviour regarding MPC, which offers a basis for designing targeted interventions. While the barriers to engagement with MPC resonate with previous research findings, our findings challenge critical assumptions about enhancing doctors’ engagement with the process. Overall, our results suggest that focused policy initiatives aimed at strengthening the factors that underpin the intention and behaviour related to committed engagement with MPC are warranted.

Expressions of loneliness: Different perspectives of loneliness among school deputy principals

2021 ◽  
pp. 174114322110214
Author(s):  
Peleg Dor-Haim
Keyword(s):  
Educational Organizations ◽  
Structured Interviews ◽  
Practical Implications

The study of loneliness in the workplace has received extensive attention recently. However, there is a lack of research concerning loneliness within educational organizations and no study to date has examined loneliness among deputy principals. The current study examined deputy principals’ interpretation of loneliness in the workplace and posed two questions: (a) How do deputy principals interpret their experience of loneliness at work, specifically in regard to how it manifests across different contexts? (b) What do deputy principals note as the reasons for their feelings of loneliness at work across different contexts? Based on 19 semi-structured interviews with Israeli school deputy principals, four distinctive themes of loneliness expressions were found: (a) loneliness perceived as separateness, (b) loneliness perceived as abandonment, (c) aloneness in carrying the burden of responsibility, and (d) aloneness in commitment to the school. From an analysis of the deputy principals’ accounts, several insights are provided and practical implications are suggested.

scholarly journals Sinabung volcano: how culture shapes community resilience

2019 ◽  
Vol 28 (3) ◽  
pp. 290-303
Author(s):  
Marta Mori ◽  
Ronan McDermott ◽  
Saut Sagala ◽  
Yasmina Wulandari
Keyword(s):  
Structured Interviews ◽  
Content Type ◽  
Aid Dependency ◽  
Relief Operations ◽  
Long Term Impact ◽  
Cultural Experts ◽  
Practical Implications

Purpose The purpose of this paper is to explore how culture, including traditions and social structures, can influence resilience and how culturally sensitive relief operations can put affected people and their context at the core of any interventions. Design/methodology/approach A case study of the Mt Sinabung volcano area in Indonesia was undertaken. As part of the case study, an analysis of interventions was conducted, which was complemented by semi-structured interviews with Karo cultural experts and humanitarian organisations. Findings Culture influences the manner in which the Karo people react to volcano eruptions with varying implications for recovery. In addition, relief organisations which understand people’s actions through a cultural lens have better managed to tailor programs with long-term impact, thereby avoiding aid dependency. Practical implications Practical examples of disaster management activities that adequately account for the beneficiaries’ way of living prior to the eruptions are provided. Aid actors are provided with guidance concerning how to better tailor their activities in line with a cultural lens. Originality/value The study provides empirical grounding for claims concerning the role of culture in planning interventions in Indonesia and other similar contexts.

The deputy principal instructional leadership role and professional learning

2017 ◽  
Vol 55 (1) ◽  
pp. 33-48 ◽  
Author(s):  
Ann Leaf ◽  
George Odhiambo
Keyword(s):  
Instructional Leadership ◽  
Professional Learning ◽  
Ad Hoc ◽  
Team Building ◽  
Leadership Role ◽  
Instructional Leaders ◽  
Structured Interviews ◽  
Content Type ◽  
Practical Implications

Purpose The purpose of this paper is to report on a study examining the perceptions of secondary principals, deputies and teachers, of deputy principal (DP) instructional leadership (IL), as well as deputies’ professional learning (PL) needs. Framed within an interpretivist approach, the specific objectives of this study were: to explore the extent to which DPs are perceived as leaders of learning, to examine the actual responsibilities of these DPs and to explore the PL that support DP roles. Design/methodology/approach The researchers used multiple perspective case studies which included semi-structured interviews and key school document analysis. A thematic content analysis facilitated qualitative descriptions and insights from the perspectives of the principals, DPs and teachers of four high-performing secondary schools in Sydney, Australia. Findings The data revealed that deputies performed a huge range of tasks; all the principals were distributing leadership to their deputies to build leadership capacity and supported their PL in a variety of ways. Across three of the case study schools, most deputies were frequently performing as instructional leaders, improving their school’s performance through distributing leadership, team building and goal setting. Deputy PL was largely dependent on principal mentoring and self-initiated but was often ad hoc. Findings add more validity to the importance of principals building the educational leadership of their deputies. Research limitations/implications This study relied upon responses from four case study schools. Further insight into the key issues discussed may require a longitudinal data that describe perceptions from a substantial number of schools in Australia over time. However, studying only four schools allowed for an in-depth investigation. Practical implications The findings from this study have practical implications for system leaders with responsibilities of framing the deputies’ role as emergent educational leaders rather than as administrators and the need for coherent, integrated, consequential and systematic approaches to DP professional development. Further research is required on the effect of deputy IL on school performance. Originality/value There is a dearth of research-based evidence exploring the range of responsibilities of deputies and perceptions of staff about deputies’ IL role and their PL needs. This is the first published New South Wales, Australian DP study and adds to the growing evidence around perceptions of DPs as instructional leaders by providing an Australian perspective on the phenomenon. The paper raises important concerns about the complexity of the DP’s role on the one hand, and on the other hand, the PL that is perceived to be most appropriate for dealing with this complexity.

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