The impact of customer organization socialization: a moderated mediation model

PurposeBased on a dyadic perspective, the purpose of this paper is to include the contributions of employee and customer in a service process and to examine the underlying mechanism of customer organization socialization on service performance.Design/methodology/approachThe authors used a unique survey data pertaining to the service industry. The authors collected their data from multiple sources (customers, front-line employees and these employees' managers) in the divisions of a large service organization – Ping An Insurance (Group) Company of China. The authors adopted hierarchical regression moderated path analysis approach to examine our moderated mediation model.FindingsThe authors find that both the quality of customer service and the quality of employee service play as moderators in the relationship between customer organization socialization and service performance. And quality of customer service moderates the relationship between customer organization socialization and quality of employee service.Originality/valueThe literature has focused primarily on service performance improvement based on the dyadic perspective of customer and employee. The research develops a moderated mediation model and contributes to the literature by empirically examining customer organization socialization.

Exploring hinking experiences in Northern Italy: organization, socialization, and unstated rules

Hiking is often studied for its physical and mental health benefits. Yet little research describes the actual practice of hiking itself as a social activity. Based on a qualitative approach, with in-depth interviews conducted with 7 subjects in Northern Italy during 2019-2020, this study aims to explore how hiking is performed, in terms of its organizational and social dynamics, as well as the shared visions around this practice. The result shows that hiking has specific ways of being performed materially and socially, and that these ways of performing hiking are maintained and reproduced through subjective norms about how hiking should be performed.

A Study of Effect of Organizational Socialization on Psychological Contract—Verification of Mediating Effects of Job Stress

The purpose of this research article is to investigate the correlation among organizational socialization, job stress, and psychological contract based on employees’ viewpoint. Convenience sampling is used in this study. The questionnaires were distributed to employees in different organizations. Total number of questionnaires distributed was 380; 285 returned and 25 invalid. Total number of valid questionnaires is 260, total 68% valid returned rate. Questionnaire survey and multi regression were used for analysis. The findings include: Job stress is negatively influenced by organizational socialization. Psychological contract is negatively influenced by job stress; psychological contract is positively influenced by organization socialization; job stress plays a role of mediating effects between organizational socialization and psychological contract. In sum, employees’ psychological contract is indeed influenced by organizational socialization and job stress. Based on the result, employees’ future expectation has significant influence on job stress and psychological contract, indicating if a company can provide a clear view of their future, reasonable promotion and reward mechanism, complete and clear rules or norms, employees’ insecurity and uncertainty about their future will be lowered, their negative feelings caused by job stress will be reduced, and they will have higher organizational commitment. In the long term, the interaction between employees and the organization will be more positive, consistent, and harmonic.