How and when does customer feedback influence organizational health? An organizational-level study

Purpose – The purpose of this paper is to explore how and when customers influence organizational climate and organizational health through their feedback. Based on affective events theory, the authors classify both positive and negative customer feedback (PCF and NCF) as affective work events. The authors expect that these events influence the positive affective climate of an organization and ultimately organizational health, and that the relationships are moderated by empowerment climate. Design/methodology/approach – Structural equation modeling was utilized to analyze survey data obtained from a sample of 178 board members, 80 HR representatives, and 10,953 employees from 80 independent organizations. Findings – The findings support the expected indirect effects. Furthermore, empowerment climate strengthened the impact of PCF on organizational health but does not affect the relationship between NCF and organizational health. Research limitations/implications – The cross-sectional design is a potential limitation of the study. Practical implications – Managers should be aware that customer feedback influences an organization’s emotional climate and organizational health. Based on the results organizations might actively disseminate PCF and establish an empowerment climate. With regard to NCF, managers might consider the potential affective and health-related consequences for employees and organizations. Social implications – Customers are able to contribute to an organization’s positive affective climate and to organizational health if they provide positive feedback to organizations. Originality/value – By providing first insights into the consequences of both PCF and NCF on organizational health, this study opens a new avenue for scientific inquiry of customer influences on employees at the organizational level.

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Asiakaspalautetieto ja sen hyödyntäminen sairaalan johtamisessa

Hallinnon Tutkimus ◽

10.37450/ht.98082 ◽

2020 ◽

Vol 39 (2) ◽

pp. 75-89

Author(s):

Kosklin Ritva ◽

Johanna Lammintakanen ◽

Tuula Kivinen

Keyword(s):

Information Processing ◽

Focus Groups ◽

General Hospital ◽

Hospital Management ◽

Organizational Level ◽

Feedback Information ◽

Customer Feedback ◽

Oral Feedback ◽

Customer Information

Customer feedback information and its utilization in hospital management The aim of this study is to increase our comprehension of how customer feedback information is managed in the context of hospital management. The study is qualitative and built on casestudy. Material were collected of two focus groups and it involved 13 leaders from different hospital management levels. Customer feedback information is collected simultaneously in several ways; oral feedback is not collected systematically. Customers provide feedback on service, care, friendliness and general hospital functioning. Customer feedback information is processed primarily by the unit attended by the customer. Physicians and nurses have a different role in customer feedback information processing. Hospital customer information processing is declarative and there is no uniform view on how to transfer customer feedback information between management levels. It is difficult to form a common conception of customer feedback information on the organizational level of this hospital

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The Impact of Customer Feedback on Organizational Health when Employee Empowerment works as a moderator: Evidence from Pakistani Fast Food Industry

Business and Economic Research ◽

10.5296/ber.v10i3.17372 ◽

2020 ◽

Vol 10 (3) ◽

pp. 65

Author(s):

Hafiz Muhammad Naveed ◽

Yao Hongxing ◽

Muhammad Akhtar ◽

Muhammad Usman Anwer ◽

David Alemzero

Keyword(s):

Linear Regression ◽

Fast Food ◽

Food Industry ◽

Research Study ◽

Pearson Correlation ◽

Organizational Health ◽

Employee Empowerment ◽

Fast Food Industry ◽

Customer Feedback ◽

The Impact

Organizational health is a modern and wide-ranging phenomenon that essential to endure long term achievements of an organization. The main objective of the current research study, to examine the effects of customer feedback on organizational health when employee empowerment works as a moderator. For this significant purpose, data was collected by respondents via using five Point Likert-scale techniques. The current research study has taken 750 total sample size from population to do expose hide phenomenon. We have used Factor Wise Reliability approach to test questions reliability; Descriptive Statistics verified whether data normalized or not; Pearson correlation to check the variables association-ship; Multiple linear regression technique to quantify per-point and overall fraction between dependent and independent variables; and finally linear regression moderation equation also conclude in methodological part for examines the moderation effect. The result indicates that Customer Feedback and organizational health both have been positively associated with each other. Besides, employees empowerment makes more strengthen the relationship of customer feedback and organizational health. In the light of outcome of current study, the manager should be aware about employees empowerment and customer feedback that are an order to sustain old customers and attract new customers for the Fast Food Industry. This research study has released new and different path for empirical investigation among organizational health, customer feedback and employees empowerment.

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Investigating Organizational Health and Its Dimensions at an Organizational Level: A Research Study on Views of Directors

Journal of Management Policies and Practices ◽

10.15640/jmpp.v8n2a1 ◽

2020 ◽

Vol 8 (2) ◽

Author(s):

Ahmet Ilhan

Keyword(s):

Research Study ◽

Organizational Health ◽

Organizational Level

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Health-Promoting Leadership: Concept, Measurement, and Research Framework

Frontiers in Psychology ◽

10.3389/fpsyg.2021.602333 ◽

2021 ◽

Vol 12 ◽

Author(s):

Lei Yao ◽

Ping Li ◽

Helen Wildy

Keyword(s):

Social Exchange ◽

Health Management ◽

Well Being ◽

Organizational Health ◽

Organizational Level ◽

Conservation Of Resources ◽

Measurement Scales ◽

Research Framework ◽

Management Culture ◽

Health Promoting

Employee health is not only positively related to the employee well-being and family happiness, but also impacts organizations, and society as a whole. We searched the health-promoting leadership literature in the following databases: Web of Science, ProQuest, EBSCO, and a Chinese local database. Based on this research, we clarify the concept of health-promoting leadership, propose a definition of health-promoting leadership, and examine measurement scales for this type of leadership. We also suggest a research framework for health-promoting leadership, demonstrating its potential outcomes at both the individual level (e.g., health, well-being, job attitudes) and the organizational level (e.g., health management culture and practices); the mechanisms for its development based on conservation of resources theory, the job demands–resources model, social learning theory, and social exchange theory; and antecedents (e.g., health values, health awareness, organizational health culture, organizational health climate, and organizational health promotion behavior control). Finally, we identify six potential research areas: Research level, performance, the impacts of health-promoting leaders on themselves, moderators, research methods, and intervention effects on health-promoting leadership.

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