Factors of involvement, in the activity in the structure of service loyalty of cadets in educational institutions of the Ministry of Internal Affairs of Russia

The article discusses theoretical and practical issues of personnel involvement research and defines the role of involvement factors in the structure of service loyalty of persons studying in an educational organization of the Russian Ministry of Internal Affairs. The significance of service loyalty in providing moral and psychological training for law enforcement agencies is discussed. On the basis of analysis of different theoretical statements it is found out that involvement and loyalty provide positive results of professional activity and increase its efficiency. The essence characteristics of involvement, which is a stable attribute that implies long-lasting concentration of an employee on the tasks and contributes to increase the professional dedication of an employee, are discussed. The empirical research using comparative and longitudinal methods has revealed reliable changes of involvement and loyalty indices of cadets during the whole period of training in a higher educational institution. The most significant changes are noted in the adaptation period of training, which is manifested in low values of professional and organizational loyalty, affective and normative loyalty. The study establishes an inverse proportional relationship between training time and cadets' involvement in activities. The results of the study suggest that the indicators of involvement and loyalty factors serve as predictive markers in managerial activity, when assessing the level of service loyalty of internal affairs officers. The empirical data obtained can be recommended for the organization of moral and psychological training of internal affairs officers.

Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance

PurposeThis study aims to explore whether frontline employees' service recovery performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms that simultaneously transmit the positive influence of an integrated service recovery system (SRS) on customers' service loyalty (SL).Design/methodology/approachA total of 134 useable retail banking branch cases (including responses from 134 branch heads, 439 frontline employees and 941 customers) were used to test our model using the partial least squares structural equation modeling (PLS-SEM) approach.FindingsService recovery system, measured as a higher-order multidimensional construct, has a strong and positive influence on customers' SL. Besides, service recovery performance partially mediates, along with RS, the relationship between SRS and SL. Finally, customers' recovery satisfaction has the strongest influence on service loyalty.Practical implicationsThis study strongly suggests that practitioners not only focus on implementing an effective SRS but also on leveraging service recovery performance and RS to build sustained customers' loyalty. Practitioners must provide more attention to training their frontline employees, reward and recognize employees and continually evaluate their employees' recovery efforts.Originality/valueThe role of frontline employees' service recovery performance and customers' RS as mediating mechanisms in transmitting the positive effect of SRS on customers' SL is investigated using the combined perspectives of social-technical system theory and interdependence theory.

I, the Undernamed Fedor Dostoevsky... (Oath of Service Loyalty, August 20, 1841)

The publication introduces into scientific circulation an archival document that occupies a special place in the biography of Fedor Dostoevsky. It is a so-called “sworn list” dated August 20, 1841, that contains an Oath Declaration with twenty-one signature autographs (including Dostoevsky's signature) of students of the lower officer class of the Main Engineering School, who were recently (two weeks prior) awarded the first officer rank — field engineer-ensigns (class XIV, according to the Table of Ranks). During his studies at the Main Engineering School, Dostoevsky took the oath twice — in 1838, after being assigned to a conductor company, and in 1841, when switching to officer classes. The text of the Oath Declaration was legally approved and published in the Code of Laws of the Russian Empire as “Form of the national oath of allegiance to citizenship.” Dostoevsky’s autograph under the printed text of the Oath Declaration leads researchers to construe it as a personal official document, which necessitates its inclusion in the main body of the academic Complete Works of the writer. Twenty signature autographs of Dostoevsky’s classmates under the Oath Declaration, as well as the signature of the priest who swore them in, allow us to significantly expand the understanding of the future writer's environment during his studies at the Main Engineering School.

Fee-Based Loyalty Programs: An Empirical Investigation of Benefit Redemption Behavior and Its Effects on Loyalty

Loyalty program (LP) membership gives customers access to benefits such as free, discounted, or upgraded products or services; however, firms are increasingly charging customers enrollment fees for access to benefits instead of allowing them to earn benefits through repeat patronage. We sketch the evolution and design of LPs over the past 200 years and distinguish between several types of programs (free rewards-based programs and paid membership programs) and the types of benefits they offer (discounts and giveaways). We propose a theoretical model that hypothesizes that members who pay directly for LPs will use different benefits than customer who receive LP membership as a bundled package. Furthermore, we hypothesis that different benefit use moderates loyalty behavior. We test the hypotheses using a database of restaurant LP customers and find partial support for our hypotheses; in response to the sunk-cost effect and expectancy-value theory, a paid LP enrollment brings with it a need to self-justify and find the easiest path to investment payoff. Bundled members are more inclined to use lesser-used benefits. Our results suggest that proliferation of benefits may not translate into improved service, loyalty, or satisfaction.

Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions

This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data was obtained through a self-administered questionnaire from university students. 410 useable responses were used to perform data analysis. Confirmatory factor analysis, structural equation modeling, and bootstrapping for indirect effects were conducted to test the hypotheses. The results show a significant impact of employee empathy on trust in service employee and satisfaction with service employee during customer-employee interactions. Also, satisfaction with a service employee showed a significant effect on service loyalty during service interactions. The study enhances the understanding of empathy within banking services during interactions between service employee and customer. It also provides insights for service managers and frontline service employees on how empathy develops customer's trust and satisfaction with a service employee.