scholarly journals Firm’s service orientation, frontline employee behavior and customer participation - A study of short - training services

2016 ◽  
Vol 19 (2) ◽  
pp. 120-131
Author(s):  
Tuan Van Nguyen ◽  
Hau Nguyen Le
Keyword(s):  
Sem Analysis ◽  
Customer Participation ◽  
Service Orientation ◽  
Frontline Employees ◽  
Employee Behavior ◽  
Frontline Employee ◽  
Managerial Implications ◽  
Value Cocreation ◽  
The Impact ◽  
Training Services

This study investigated the impact of a firm’s service orientation on the behaviors of two key service interaction components, i.e. frontline employees and customers for value cocreation in short-training services. Data were collected from 220 trainers in 46 training organizations in HCMC. SEM analysis revealed that firm’s service orientation has substantial effects on both trainee’s participation and trainer’s customer-oriented behavior which in turn, has significant impact on trainee’s participation. Theoretical and managerial implications have been discussed accordingly.

scholarly journals Examining How Brand Co-Creation and Virtual Brand Community Affect Brand Commitment

2021 ◽  
Vol 235 ◽  
pp. 02045
Author(s):  
Weijian Lu ◽  
Yu Han ◽  
Shiyu Chen
Keyword(s):  
Customer Participation ◽  
Future Research ◽  
Brand Experience ◽  
Brand Commitment ◽  
Brand Community ◽  
Brand Performance ◽  
Brand Communities ◽  
Managerial Implications ◽  
The Impact

The significance of brand co-creation in virtual brand communities has been recognized in academia and practice. The existing literature has investigated the impact of customer participation in virtual brand community on brand performance and its mechanism, but the prospective impact of types of virtual brand community on types of brand commitment is not examined. Based on the survey of 229 members in virtual brand communities of two popular games of Tencent, this research empirically examines how different types of brand co-creation and virtual brand communities influence brand commitment. This research confirms that customers participating in autonomous brand co-creation in the autonomous virtual brand community have a significantly higher degree of brand experience, and those who participate in both sponsored and autonomous virtual brand community have a comparatively lower degree of brand experience. Meanwhile, sub-brand brand commitment plays the role of mediator between brand experience and corporate brand commitment. Theoretical and managerial implications are offered with limitations and future research.

Subtle but spotted? Influencing factors of customer-perceived weight discrimination

2019 ◽  
Vol 33 (5) ◽  
pp. 532-546 ◽  
Author(s):  
Sonja N. Kralj ◽  
Andreas T. Lechner ◽  
Michael Paul
Keyword(s):  
Experimental Studies ◽  
Self Esteem ◽  
Service Encounters ◽  
Service Firms ◽  
Frontline Employees ◽  
Weight Discrimination ◽  
Content Type ◽  
Frontline Employee ◽  
Perceived Weight ◽  
The Impact

Purpose Studies report that frontline employees frequently discriminate against overweight customers, a group of vulnerable consumers that is growing worldwide. However, because most discrimination by frontline employees is covert, the authors ask whether overweight customers perceive discrimination and what influences this perception. Drawing on field theory, this paper aims to investigate how two environment factors (frontline employee overweight and frontline employees’ neutral treatment of other customers) and two person factors (customer pre-encounter affect and self-esteem) influence customer-perceived weight discrimination. Design/methodology/approach In a pilot study and three experimental studies, the authors examine the impact of covert discrimination of overweight customers by frontline employees on customers’ perception of discrimination and the influencing effects of environment and person factors. Hypotheses are tested using regression analysis. Findings The authors find that overweight customers perceive covert weight discrimination by frontline employees. Frontline employee overweight mitigates the effect of covert discrimination, and (state and trait) self-esteem amplifies this effect. Frontline employees’ neutral treatment of other customers is insignificant. Customer (state and trait) negative affect directly increases customer-perceived discrimination independent of covert discrimination. Originality/value While extant research focuses on marketplace discrimination triggers and consequences, the perspective of the discriminated customer and what influences his or her perception of covert discrimination has attracted much less attention. Moreover, research rarely addresses overweight as a discrimination trigger. As environment and person influences frequently shape service encounters, the authors contribute novel and relevant insights to the literature. This is of high value, especially in light of the harmful consequences marketplace discrimination entails for customers and service firms.

scholarly journals The impact of AMO-HR systems on proactive employee behavior: The mediating contribution of leader-member and team-member exchange

2020 ◽  
Vol 12 ◽  
pp. 184797902094723
Author(s):  
Ahmad Adnan Al-Tit
Keyword(s):  
Team Member ◽  
Service Industry ◽  
Small Companies ◽  
Employee Behavior ◽  
Hr Practices ◽  
Team Member Exchange ◽  
Member Exchange ◽  
Managerial Implications ◽  
The Impact ◽  
Hr Systems

The aim of this study is to examine the impact of AMO-HR Systems (i.e., ability-enhancing HR practices, motivation-enhancing HR practices and opportunity-enhancing HR practices) on proactive employee behavior through the effect of leader-member and team-member exchange. A questionnaire was developed based on prior related works to collect the required data from a sample of 230 employees from 13 small companies in the service industry in the Jordanian capital, Amman. The results showed that nine HR practices are significant predictors of employee proactivity behavior. The impact was significantly mediated by leader-member and team-member exchange. On the ground of the results, the study concluded that proactivity is a function of three categories of HR practices. First, an employee should be supported to enhance his or her ability. Second, an employee should be motivated and granted the opportunity to share knowledge. Third, employees should be encouraged to participate in problem solving, in the presence of leader-member coordination, to improve relationship quality and team-member recognition, support, and effective communications. Accordingly, recommendations, social and managerial implications were reported.

The Impact of Bar Service Operation Practices on Organizational Performance in Indian Hotel Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Mohinder C. Dhiman ◽  
Abhishek Ghai
Keyword(s):  
Organizational Performance ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Study Results ◽  
Service Operation ◽  
Managerial Implications ◽  
Overall Performance ◽  
The Impact ◽  
The Relationship ◽  
Bivariate Test

The paper has a two fold purpose - examine the impact of bar service operation practices (BSOP) on organizational performance (OP) and study the relationship between organizational performance and demographic variables. Based on a survey of 362 bar managers perceptions on the impact of bar service operation practices on organizational performance were assessed by 59 practices and 6 demographic variables. Bivariate test and ANOVA were employed to test the working hypothesis in the study. Results indicated that there is a positive relationship between the bar service operation practices and organizational performance. Further, the results indicate some practical and managerial implications to improve organizational overall performance.

Value cocreation behavior of customers and companies on the Weibo social media platform

2020 ◽  
Vol 48 (3) ◽  
pp. 1-11
Author(s):  
Huiqin Zhang ◽  
Hai Lan ◽  
Xudong Chen
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Customer Value ◽  
Two Dimensions ◽  
Customer Participation ◽  
Citizenship Behavior ◽  
Generation Process ◽  
Social Media Platform ◽  
Value Cocreation ◽  
Media Platform

The Weibo social media platform in China has an important role in the value-generation process between a company and a customer. We investigated the relationship between the service quality provided on a company's Weibo page and the two dimensions of customer value cocreation behavior, namely, participation and citizenship, as well as the moderating effect of collectivism on this relationship. Participants were 354 active users of Weibo. Our findings confirmed that the service quality provided on a company's Weibo page was critical to the generation of customer value cocreation behavior. Further, collectivism moderated this relationship, with higher levels of collectivism strengthening the Weibo page service quality and customer value cocreation behavior relationship. In addition, customer citizenship behavior was positively related to customer perceptions of brand image, whereas customer participation was not. Implications for companies in the Chinese context are discussed.

scholarly journals The impact of job description and career prospect on job satisfaction: A quantitative study in Mauritius

2019 ◽  
Vol 17 ◽  
Author(s):  
Ketan S. Ramhit
Keyword(s):  
Job Satisfaction ◽  
Team Leaders ◽  
Job Description ◽  
Managerial Implications ◽  
Career Prospect ◽  
Value Add ◽  
The Impact ◽  
The Relationship ◽  
Negative Relationships ◽  
Good Career

Orientation: Literature shows that job description and career prospect are connected to job satisfaction and it is seen that, in Mauritius, job description and career prospect impact job satisfaction.Research purpose: The purpose of the study was to determine the relationship between job description, career prospect and job satisfaction in Mauritius.Motivation for the study: It has been noticed that employees are dissatisfied when they perform duties outside their job description and also when they see that they do not have a good career prospect. Despite the existence of several researches, limited research exists in the Mauritian context. The outcome will provide significant relevance to existing knowledge.Research approach/design and method: A quantitative approach was adopted and a survey was conducted in a multinational company in Mauritius. A sample of 132 employees was chosen.Main findings: This research unravelled significant negative relationships between job description, career prospect and job satisfaction. The results revealed that, when duties are not well described or when duties are not in line with current responsibilities, the employees are dissatisfied. Similarly, the greater the chances that employees are not given the opportunity to get promoted, the more they are dissatisfied.Practical/managerial implications: Human resource practitioners, managers and team leaders need to recognise that employee’s moods influence the work pattern in the organisation and a clear job description and an appropriate career plan should exist.Contribution/value-add: Literature on the relationship between job description, career prospect and job satisfaction in the context of Mauritius is almost inexistent. This study will add to existing knowledge.

scholarly journals Sustainable Supply Chains with Blockchain, IoT and RFID: A Simulation on Order Management

2021 ◽  
Vol 13 (11) ◽  
pp. 6372
Author(s):  
Vincenzo Varriale ◽  
Antonello Cammarano ◽  
Francesca Michelino ◽  
Mauro Caputo
Keyword(s):  
Supply Chains ◽  
New Technologies ◽  
Emerging Technologies ◽  
Sustainable Supply Chains ◽  
Time Performance ◽  
Order Management ◽  
Management Processes ◽  
Managerial Implications ◽  
The Impact ◽  
The Internet Of Things

The digital transformation of supply chains should revolutionize entire management processes and improve various aspects of sustainability. In particular, the plans of Industry 4.0 aim towards a digitization of several procedures by exploiting emerging technologies such as the Internet of Things, RFID and blockchain. The purpose of this study is to highlight how order and disruption events processes can be improved with the adoption of emerging technologies and how this reflects on the improvement of sustainability aspects. The study is based on the comparison of two simulation scenarios between three actors in the cheese supply chain. In particular, a first traditional scenario “as is” is simulated without the use of new technologies and is compared to a second scenario “to be” that adopts IoT, RFID and blockchain. The results show an improvement in time performance for managing both perfect and non-compliant orders. The developed framework highlights the impact of new technologies on sustainability aspects, showing further managerial implications.

The influence of Hanok experience on tourists’ attitude and behavioral intention: An interplay between experiences and a Value-Attitude-Behavior model

2021 ◽  
pp. 135676672110117
Author(s):  
Choong-Ki Lee ◽  
Yvette Reisinger ◽  
Muhammad Shakil Ahmad ◽  
Yae-Na Park ◽  
Choong-Won Kang
Keyword(s):  
Behavioral Intention ◽  
Sem Analysis ◽  
Experience Economy ◽  
A Value ◽  
Functional Value ◽  
Experienced Utility ◽  
Attitude Behavior ◽  
Tourism And Hospitality ◽  
The Impact ◽  
Value Functional

This study examines the impact of Hanok experience on tourists’ attitude and behavioral intention using the experience economy ( Pine and Gilmore, 1998 ) and the experienced utility theory ( Kahneman et al., 1997 ). Specifically, the study explores how tourists’ experiences are associated with a Value-Attitude-Behavior (VAB) model in the context of a heritage tourism attraction such as Jeonju Hanok Village in South Korea. A total of 323 responses were examined using SEM analysis. The results revealed that educational, entertainment, and escapism experiences significantly influenced functional value. Functional value had a significant relationship with attitude, which was positively related to behavioral intention. The results indicate the interplay of tourists’ experiences with the VAB model. The study provides theoretical and practical implications for tourism and hospitality academics and practitioners.

scholarly journals A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?

2021 ◽  
Vol 18 (12) ◽  
pp. 6616
Author(s):  
Hyunah Chung ◽  
Wei Quan ◽  
Bonhak Koo ◽  
Antonio Ariza-Montes ◽  
Alejandro Vega-Muñoz ◽  
...  
Keyword(s):  
Job Stress ◽  
Turnover Intention ◽  
Supervisor Support ◽  
Demographic Variables ◽  
Point Of View ◽  
Frontline Employees ◽  
Turnover Rates ◽  
Negative Behaviors ◽  
Perceived Supervisor Support ◽  
The Impact

The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the employees’ desires to leave their organization. It also showed that perceived supervisor support mitigates employee turnover, and there were significant correlations between turnover intention with the employees’ marital status and job position. Gender and years of service did not affect the employees’ thinking of quitting their job. Our findings help hotel entrepreneurs better understand how to deal with customer incivility and employee job stress, and better comprehend the factors that minimize employees’ negative behaviors for the organization.

Sign in / Sign up

Export Citation Format

Share Document