Employee Recognitions, Prosocial Organizational Behavior, and Customer Satisfaction Over Time

2018 ◽  
Vol 2018 (1) ◽  
pp. 14616
Author(s):  
Jeffrey Arthur
Keyword(s):  
Customer Satisfaction ◽  
Organizational Behavior ◽  
Prosocial Organizational Behavior ◽  
Over Time

scholarly journals What Influences Customer Satisfaction When? Product and Service Over Time

2016 ◽  
Vol 8 (3) ◽  
pp. 45 ◽  
Author(s):  
Shueh-Chin Ting
Keyword(s):  
Customer Satisfaction ◽  
Service Performance ◽  
Customer Relationship ◽  
Long Time ◽  
Curvilinear Relationships ◽  
Short Time ◽  
Time Frames ◽  
Post Purchase ◽  
Product Weight ◽  
Over Time

<p>Though researchers have examined the changes in the effects of product and service performance on customer satisfaction, the short time frames of most studies prevents deeper understanding of this relationship. This study collects information from pre-purchase to 15 years post-purchase from 11,056 potential and existing automobile customers in the Taiwan market. The data is analyzed by a regression model. Results reveal that the importance of both product and service performance change over long time and the long-term trends of product and service performance weights are non-linear. In addition, from pre-purchase to the second year post-purchase, service weight is higher than product weight, but after the third year, product weight exceeds service weight. Product and service weight on customer satisfaction over time exhibit curvilinear relationships. Therefore, which one of product or service a company should stress depends on the stage in the customer relationship.</p>

Designing Accounting Information Systems for Primary Cash Receipts and Expenditures in Open ERP-based Retail Units (ODOO)

2021 ◽  
Vol 4 (2) ◽  
pp. 199-208
Author(s):  
Ivana Larasati Putri Navalina ◽  
Ludfi Djajanto ◽  
Ari Kamayanti
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Accounting Information ◽  
Industrial Technology ◽  
Accounting Information Systems ◽  
Business People ◽  
Technology Revolution ◽  
Over Time

Over time, this type of cooperative business slowly begins to lose its existencedue to increasingly fierce business competition. This is because the role ofcooperatives, which is identical to the provision of basic foodstuffs for theneeds of the community, has now been taken over by the existence ofsupermarkets both in cities and in the regions. This is due to the influence ofthe industrial technology revolution 4.0 which requires business people tocontinue to be able to improve services and offer technology-basedconvenience so that it has an impact on customer satisfaction. This literaturereview aims to describe the role of the use of information technology systemsfor accounting for primary cash receipts and disbursements in cooperatives.

Alienation Matters: Validity and Utility of Etzioni's Theory of Commitment in Explaining Prosocial Organizational Behavior

2010 ◽  
Vol 38 (8) ◽  
pp. 1081-1095 ◽  
Author(s):  
Severin Hornung
Keyword(s):  
Organizational Behavior ◽  
Structural Equation ◽  
Negative Impact ◽  
Reliability And Validity ◽  
Equation Modeling ◽  
Moral Commitment ◽  
Justice Perceptions ◽  
Significant Negative Impact ◽  
Psychometric Evidence ◽  
Prosocial Organizational Behavior

In this study assumptions of Etzioni's (1975) theory of control and commitment are tested. Psychometric evidence is provided for the reliability and validity of the Organizational Commitment Scale (Penley & Gould, 1988), operationalizing Etzioni's typology of so-called calculative, alienative, and moral commitment. In a sample of 172 hospital workers, these 3 dimensions were found to be empirically distinct. Structural equation modeling was used to confirm differential effects of distributive and procedural justice perceptions on calculative, alienative, and moral commitment, supporting the notion that different forms of attachment develop partly in response to organizational compliance systems. When investigating simultaneous effects on supervisor-rated prosocial behavior, only alienation had a significant (negative) impact. Findings indicate acceptable validity and utility of a commitment model grounded in social theory for explaining organizational behavior.

A longitudinal comparison of customer satisfaction and customer-company identification in a service context

2016 ◽  
Vol 27 (5) ◽  
pp. 730-750 ◽  
Author(s):  
Min-Hsin Huang ◽  
Zhao-Hong Cheng
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Firms ◽  
Relationship Dynamics ◽  
Content Type ◽  
Positive Effects ◽  
Complementary Role ◽  
Longitudinal Comparison ◽  
Company Identification ◽  
Over Time

Purpose Customer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain. Drawing from the theory of relationship dynamics, the purpose of this paper is to define CS velocity and CCI velocity as the rate and direction of change in CS and CCI, respectively. A comparison of the relative effects of CCI velocity and CS velocity on customer loyalty is done through a latent growth curve modeling approach. Design/methodology/approach A conceptual model is developed and empirically tested based on four waves of a longitudinal survey of 213 restaurant customers. Findings The results show that both CCI velocity and CS velocity have positive effects on customer loyalty. More importantly, the effects of CCI velocity on customer loyalty over time are stronger than those of CS velocity. The moderation analysis further shows that the higher the frequency of visits to the service firm, the stronger the effects of relationship velocity on customer loyalty. Practical implications The results provide new insights for service marketing managers by suggesting that, to benefit the long-term effectiveness of relationship investments, service firms should shift the priority from increasing CS to engendering CCI. Originality/value This paper contributes to the theory of relationship dynamics by conceptualizing new constructs of CS velocity and CCI velocity and by empirically comparing their relative effects on customer loyalty over time.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI MINAT PEGAWAI NEGERI SIPIL (PNS) UNTUK MELAKUKAN TINDAKAN WHISTLE-BLOWING (STUDI PADA PNS BPK RI)

2018 ◽  
Vol 19 (2) ◽  
pp. 276-295
Author(s):  
Rizki Bagustianto ◽  
Nurkholis Nurkholis
Keyword(s):  
Theory Of Planned Behavior ◽  
Organizational Behavior ◽  
Planned Behavior ◽  
Selection Bias ◽  
Behavior Theory ◽  
Whistle Blowing ◽  
Personal Cost ◽  
Prosocial Organizational Behavior

Penelitian ini bertujuan untuk menguji pengaruh faktor sikap terhadap whistle-blowing, komitmen organisasi, personal cost, dan tingkat keseriusan kecurangan terhadap  minat whistle-blowing pegawai negeri sipil di lingkungan Badan Pemeriksa Keuangan Republik Indonesia (BPK RI). Data yang digunakan dalam penelitian merupakan data primer yang dikumpulkan melalui survei kuesioner secara online. Menggunakan sampel 107 orang pegawai BPK RI yang berasal dari 35 induk unit kerja yang berbeda, hasil penelitian menunjukkan bahwa tiga dari empat determinan secara signifikan berpengaruh terhadap minat whistle-blowing PNS BPK-RI. Ketiga determinan yang dimaksud adalah sikap terhadap whistle-blowing, komitmen organisasi, dan tingkat keseriusan kecurangan. Penelitian ini memberikan implikasi pada literatur dengan mengonfirmasi Teori Prosocial Organizational Behavior, Theory of Planned Behavior, dan konsep Komitmen Organisasi serta diharapkan dapat membantu pemerintah, khususnya BPK RI, dalam merancang strategi peningkatan minat whistle blowing pegawainya maupun dalam mendesain atau menyempurnakan whistle-blowing system pada institusinya. Hasil penelitian memiliki keterbatasan pada aspek generalisasi, selection bias dalam pengumpulan data, dan sensitifitas tema penelitian yang berpotensi menimbulkan bias dengan kondisi nyata. Melalui penelitian ini kami menyarankan peneliti berikutnya untuk mengeksplorasi determinan minat whistle-blowing lainnya, mendesain penelitian yang spesifik pada saluran dan bentuk whistle-blowing, menguji kembali konsistensi pengaruh variabel personal cost, menghindari metode pengumpulan data yang memunculkan selection bias, dan memperluas sampel.

scholarly journals UPAYA PENGENDALIAN MUTU HARUM MANIS BAKERY DALAM MENCIPTAKAN KEPUASAN PELANGGAN

2018 ◽  
Author(s):  
Dwita Dharma Prastiwi ◽  
Intan Septiana Sari
Keyword(s):  
Qualitative Research ◽  
Customer Satisfaction ◽  
Small Business ◽  
Research Methods ◽  
Qualitative Research Methods ◽  
Determination Method ◽  
Over Time ◽  
Selection Of

Harum Manis is a bakery (bakery) located in Pringsewu, Lampung. This bakery has been established since the 1990's. This business started from a very small business, then over time and the growing innovation issued by Harum Manis Bakery makes this business growing and progressing. In addition, the thing that makes this store survive is the quality and service provided. Harum Manis always put quality in every product. So do not be surprised if this business still survive for more than 20 years. The purpose of this study is to analyze how the Harum Manis Bakery effort in maintaining the quality of its products for customer satisfaction. Based on sample determination method, the sample used is three respondents. From the results of analyzes conducted the quality of Harum Manis Bakery provided starting from the selection of materials, equipment used, cleanliness, price and taste significantly affect customer satisfaction. This study used qualitative research methods.

Introducing the Strategies of Resistance Data Project

2019 ◽  
Vol 57 (3) ◽  
pp. 482-491
Author(s):  
Kathleen Gallagher Cunningham ◽  
Marianne Dahl ◽  
Anne Frugé
Keyword(s):  
Organizational Behavior ◽  
Political Change ◽  
Self Determination ◽  
Organization Level ◽  
The World ◽  
Resistance Data ◽  
Over Time

This article introduces the Strategies of Resistance Data Project (SRDP), a global dataset on organizational behavior in self-determination disputes. This dataset is actor-focused and spans periods of relative peace and violence in self-determination conflicts. By linking tactics to specific actors in broader campaigns for political change, we can better understand how these struggles unfold over time, and the conditions under which organizations use conventional politics, violent tactics, nonviolent tactics, or some combination of these. SRDP comprises 1,124 organizations participating in movements for greater national self-determination around the world, from 1960 to 2005. Despite the fact that few self-determination movements engage in mass nonviolent campaigns, SRDP shows that more organizations employ nonviolent tactics at some point in time (about 40%) than employ violence (about 30%). Many organizations switch among tactics or use both at the same time. This dataset will allow analysts to examine the use of different combinations of tactics and patterns of change. We compare the data with the most-used dataset on nonviolence, the NAVCO 2.0 Data Project, to demonstrate what we gain by employing an organization-level dataset on tactics. We present a set of descriptive analyses highlighting the utility of the SRDP, including an examination of tactic switching. We show that more organizations change from violence to nonviolence than the reverse – challenging the widely held assumption that organizations ‘resort’ to violence. SRDP allows scholars to examine organizational choices about tactics, and trends in these tactics, with much greater nuance.

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