scholarly journals Assessing the predictors of satisfaction with life of employees in Windhoek, Namibia

2019 ◽  
Vol 17 ◽  
Author(s):  
Imelda Rodriques ◽  
Wesley R. Pieters
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Police Officers ◽  
General Health ◽  
Satisfaction With Life ◽  
Psychological Capital ◽  
Negative Relationship ◽  
Research Approach ◽  
Employees Satisfaction ◽  
The Impact

Orientation: Service delivering organisations are required to deliver quality services. It is of utmost importance to improve employees’ satisfaction with life which is consistent with an organisation’s effectiveness and efficiency.Research purpose: This study investigated the impact of psychological capital (PsyCap) and general health on the satisfaction with life of employees of a parastatal and police officers in Windhoek, Namibia.Motivation for the study: Poor service delivery and little regard for customer service are a result of unhealthy and dissatisfied employees spiralling into poor service delivery and customer dissatisfaction.Research approach, design and method: A quantitative research approach (questionnaire) was used to collect data on the biographical details, PsyCap, general health and employees’ satisfaction with life. The sample consisted of (n = 129) employees from a parastatal and (n = 152) employees of the Namibian Police Force.Main findings: Psychological capital reported a positive relationship with satisfaction with life. General health reported a negative relationship with satisfaction with life. Hope and social dysfunction were found to be significant predictors of satisfaction with life.Practical and managerial implications: Offering praise and recognition to hardworking employees enhances their self-efficacy, making them want to take on more challenging tasks while getting the needed guidance. Implementing stress management or wellness programmes helps employees cope better with job demands and improves employees’ general health.Contribution or value-add: Based on the literature, this is the first study carried out in Namibia on this topic, and it adds to existing knowledge within the customer service industry and paves the way for future researchers. This study will assist organisations in developing interventions aimed at keeping employees satisfied with life.

Does cultural capital matter for individual job performance? A large-scale survey of the impact of cultural, social and psychological capital on individual performance in Brazil

2018 ◽  
Vol 67 (8) ◽  
pp. 1352-1370 ◽  
Author(s):  
Adailson Soares Santos ◽  
Mário Teixeira Reis Neto ◽  
Ernst Verwaal
Keyword(s):  
Factor Analysis ◽  
Job Performance ◽  
Cultural Capital ◽  
Large Scale ◽  
Psychological Capital ◽  
Individual Performance ◽  
Research Approach ◽  
Content Type ◽  
Large Scale Survey ◽  
The Impact

Purpose The purpose of this paper is to analyze the effect of cultural, social and psychological capital on the individual job performance. The authors propose and empirically test a combination of models, which originate from sociology and positive psychology, and demonstrate that cultural capital – in addition to social and psychological capital – is an important driver of individual job performance. Design/methodology/approach The paper opted for a large-scale survey research design. The sample consists of employees in several occupations who had formal contracts with companies from the public and private sector in Brazil. The measurement instrument is developed and tested by using data collected among 369 valid respondents in 2016. The methods applied include exploratory factor analysis and confirmatory factor analysis through partial least squares estimation. Findings The results obtained indicate that there is a significant simultaneous positive effect of cultural, social and psychological capital on individual job performance. The results indicate that cultural, psychological and social capitals together were able to explain 57 percent of the respondents’ individual job performance, with psychological capital being the dominant driver. The authors also find that cultural capital is at least as important as driver of individual job performance as social capital. Research limitations/implications Because of the chosen research approach, the research results may have limited generalizability and may suffer from potential bias in terms of social desirability. Therefore, researchers are encouraged to test the propositions in different country contexts using different research methods. Originality/value This paper is the first to quantify the relevance of Bourdieu’s cultural capital theory to the study of individual job performance, and offers tools with validated psychometric properties for its empirical assessment.

Customer Service on Twitter

2015 ◽  
pp. 130-153 ◽  
Author(s):  
Alexa K. Fox ◽  
Scott Cowley
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Customer Service ◽  
Service Providers ◽  
Customer Expectations ◽  
Service Interaction ◽  
Service Expectations ◽  
Twitter Users ◽  
The Impact

Twitter is one of the world's most popular social media websites, and company spending on social media is rapidly increasing. One area of investment for companies in social media is customer service, but many marketers struggle to understand how micro-blogging can be integrated into customer service efforts. The purpose of this chapter is to explore customer service interaction on micro-blogs by understanding company and customer expectations on Twitter. The authors examine (1) whether gaps in service expectations exist between consumers and companies in a customer service scenario and (2) the impact of specific customer service response configurations on these consumer-company expectation gaps. Results of a study of Twitter users and customer service providers suggest that differences exist between customers' expectations of customer service on Twitter and companies' understanding of these expectations. The authors discuss how managers can use their understanding of these differences to make better decisions about service delivery through Twitter and other social media websites.

scholarly journals Exploring the Role of Service Delivery in Remarkable Tourism Experiences

2019 ◽  
Vol 11 (5) ◽  
pp. 1382 ◽  
Author(s):  
Dalilis Escobar Rivera ◽  
Marti Casadesús Fa ◽  
Paulo Alexandre Costa Araújo Sampaio ◽  
Alexandra Simon Villar
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Structural Equation ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Survey Method ◽  
Frontline Employees ◽  
Service Experience ◽  
Service Staff ◽  
The Impact

The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

scholarly journals Seeking Happiness through Materialism, Gratitude and Life Satisfaction: Evidence from Pakistani Employees, with the Mediatory Role of Feeling Experiences

2019 ◽  
Vol 4 (1) ◽  
pp. 49
Author(s):  
Misbah ◽  
Danish Ahmed Siddiqui
Keyword(s):  
Life Satisfaction ◽  
Satisfaction With Life ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Negative Feeling ◽  
Positive Feeling ◽  
Mediating Role ◽  
Structure Equation Modeling ◽  
The Impact

This research paper proposed a theoretical framework that focused on the link between materialism and dissatisfaction with life. Through modifying J. A. Roberts (2015) model, we proposed that Seeking Happiness through Materialism is associated with positive or negative feeling experiences, and these experiences produce an effect on one’s life satisfaction. Furthermore, we also explored bi-directional impact of gratitude and materialism in two models. In first model, the effect of materialism and life satisfaction was explored with the mediating role of gratitude and feeling experiences, whereas, in second model, the impact of gratitude on life satisfaction was analyzed with the mediation of materialism and experiences. The link was empirically established by collecting the data on 205 employees working in different sectors and professions in Pakistan. Data was collected by means of close ended questionnaire and was analyzed using Confirmatory Factor Analysis and Structure Equation Modeling. The results showed a significant effect of materialism in employee’s life satisfaction and gratitude plays a mediating role. The negative relationship between materialism and life satisfaction among employees indicated as materialism increased satisfaction with life decrease. This was experience directly and through the mediation of feeling experiences. Moreover, Materialism negatively affected gratitude. In the second model, Employees having either high gratitude shows less materialism and positive feeling effect, whereas, employees having low gratitude shows high negative feeling effect because they are seeking happiness through material things. Additionally, those employees who are able to appreciate what they have, are happier and enjoying their life. Thus, feelings, gratitude, and materialism are crucial factors influencing employee’s life satisfaction either positively or negatively.

scholarly journals The financial crisis in Europe: Impact on satisfaction with life

2017 ◽  
Vol 45 (18_suppl) ◽  
pp. 30-40 ◽  
Author(s):  
Jocelyne Clench-Aas ◽  
Arne Holte
Keyword(s):  
Financial Crisis ◽  
Satisfaction With Life ◽  
Negative Relationship ◽  
Sharp Decrease ◽  
European Social Survey ◽  
2008 Financial Crisis ◽  
The 2008 Financial Crisis ◽  
In The Beginning ◽  
The Impact

Background: The 2008 financial crisis in Europe came abruptly and surprisingly. Many countries also suffered a second recession during the period 2010–2012. We examined the impact of the crisis on life satisfaction (LS) by country and individual socioeconomic level. Method: We used a representative sample from the European Social Survey (2002–2014) with data from 26 countries ( N = 294,407). LS was measured with a single question with 11 response alternatives. Time from start of crisis (either 2008 or 2010-2012) was determined separately for each interview. Data were analyzed by multilevel analysis Results: There was a sharp decrease in LS in the beginning of the crisis in 2008, and another, but not so severe, decline in 2011, each of them of short duration. However, there was also a slight and progressive yearly decrease in LS that continued one to at least 3 years after either financial crisis that was independent of the effect of being unemployed. Associations varied considerably between countries. A negative decline after the financial crisis was especially evident among those in the most educated groups, and in those in the higher occupational levels. Conclusions: The 2008 financial crisis had a double effect on LS: (1) a sharp short-term decrease consistent with the Easterlin paradox; (2) a slighter long-term progressive decrease that was over and above the strong negative relationship with unemployment that lasted several years. The long-term decline in LS after the start of the financial crisis tended to occur especially in the higher socioeconomic groups.

scholarly journals ON THE PATH TO ARTIFICIAL INTELLIGENCE: THE EFFECTS OF A ROBOTICS SOLUTION IN A FINANCIAL SERVICES FIRM

2021 ◽  
Vol 32 (2) ◽  
Author(s):  
Hamieda Parker ◽  
Stephanie Elaine Appel
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Financial Services ◽  
Data Entry ◽  
Research Approach ◽  
Work Experiences ◽  
Action Research Approach ◽  
Before And After ◽  
The Impact

As ever-increasing advances in automation and artificial intelligence solutions create more opportunities for businesses to streamline their operations, the key challenges for managers are to identify the appropriate use cases for automation solutions in their organisations and to integrate the solution effectively to meet the objectives of both the firm and its employees. This case study examines the impact of implementing a machine-learning robotic process automation (RPA) solution that is aimed at reducing manual data entry tasks for employees in a financial services firm. The study employed an action research approach to follow a single team in the firm before and after the RPA implementation — a period of six months. The findings showed that RPA improved productivity in the team and created more positive work experiences for employees, as they had more time to dedicate to creative, cognitive, and customer service tasks. The study also found that the roles of employees were being redefined during the integration process, with employees reporting a high potential for broader transformation in the business as a result of the RPA implementation.

Explaining the Impact of Perceived Career Growth and Organisational Justice on Intention to Stay

2018 ◽  
Vol 1 (2) ◽  
pp. 139-151
Author(s):  
Sultan Adal Mehmood ◽  
Devika Nadarajah ◽  
Muhammad Saood Akhtar
Keyword(s):  
Police Officers ◽  
Research Approach ◽  
Contributing Factors ◽  
High Turnover ◽  
Intention To Stay ◽  
Traffic Police ◽  
Organisational Justice ◽  
Career Growth ◽  
The Impact ◽  
The City

This study aimed to investigate intention to stay among officers in the City Traffic Police Lahore in relation to their perceptions of organisational justice and career growth. Using a quantitative research approach, a sample of 224 traffic wardens working in 30 sectors in the city of Lahore were selected through stratified random sampling. Data were gathered using a questionnaire containing Likert-type scales relating to all variable of interest. Apart from procedural justice and professional ability development, all dimensions of organisational justice and perceived career growth were found to significantly influence traffic officers’ intention to stay. Moreover, promotional speed emerged as the strongest predictor of the intent to stay. The findings of this study may guide police authorities in dealing with issues on turnover by initiating policies which can strengthen employee retention intention. Additionally, it provides empirical insights on the contributing factors of high turnover in the City Traffic Police Lahore. This paper enhances understanding of turnover issues by investigating retention intention of traffic police officers in an Eastern culture. Specifically, this research contributes to literature by examining the predictive role of organisational inducement factors (organisational justice and career growth) on attitude (intention to stay). Additionally, both the exogenous constructs of interest are used at the dimensional levels.  

Dampak Kebijakan Moneter Pada Output Di Negara-Negara ASEAN Tahun 1980-2014

2017 ◽  
Vol 4 (1) ◽  
pp. 58-70
Author(s):  
Nur Widiastuti
Keyword(s):  
Monetary Policy ◽  
Interest Rate ◽  
Fixed Effects ◽  
Empirical Studies ◽  
Negative Relationship ◽  
Least Square ◽  
Fixed Effects Model ◽  
State Data ◽  
Ordinary Least Square ◽  
The Impact

The Impact of monetary Policy on Ouput is an ambiguous. The results of previous empirical studies indicate that the impact can be a positive or negative relationship. The purpose of this study is to investigate the impact of monetary policy on Output more detail. The variables to estimatate monetery poicy are used state and board interest rate andrate. This research is conducted by Ordinary Least Square or Instrumental Variabel, method for 5 countries ASEAN. The state data are estimated for the period of 1980 – 2014. Based on the results, it can be concluded that the impact of monetary policy on Output shown are varied.Keyword: Monetary Policy, Output, Panel Data, Fixed Effects Model

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