Mediating mechanisms in the relationship between supervisor incivility and employee service delivery in the hospitality industry

Purpose This study aims to investigate the influence of supervisor incivility on employees’ general self-efficacy and engagement and their mediating roles in a relationship between supervisor incivility and employees’ service delivery. The study also explores how gender (dis)similarities between supervisors and subordinates affect these relationships. Design/methodology/approach A total of 276 frontline hotel employees in the US Midwest participated in the study. The research model was examined through a two-step structural equation modeling. Findings The study findings suggest that an uncivil supervisor negatively influences hotel employees’ self-efficacy and engagement level, which served as underlying mechanisms connecting supervisor incivility with reduced service delivery. The findings did not support the moderating role of gender (dis)similarity. Practical implications The results of the current study should urge organizations to acknowledge the detrimental impact of workplace incivility and to commit to the prevention and termination of employee mistreatment. Organizations make efforts to ensure that supervisors serve their internal customers with support and gratitude and help enhance employees’ psychological resources. Originality/value The current study advanced the body of literature by suggesting an integral psychological underlying mechanism linking uncivil treatment and declined performance in the hospitality industry.

Performance Analysis of the Quality Team at the Binjai Kota Puskesmas, Kota Binjai in 2021

The quality assurance program has 3 components, namely standards, accreditation and continuous quality improvement using the management cycle in order to maintain and or improve quality. However, the weakness of the quality assurance system due to the application of standards has not become a culture for internal customers in carrying out services in accordance with service indicators set by the quality team at the time of accreditation. The purpose of the study was to analyze the performance of the Quality Team at the Binjai City Health Center in 2021. The research design used was qualitative with a descriptive approach. The research informants were 8 main informants and 2 additional informants. Data collection methods are primary, secondary and tertiary data. Data collection techniques were carried out by means of in-depth interviews and documentation. Data analysis techniques in this study are reduction, display and conclusion or verification. The results showed that education was not in accordance with the main duties and functions, lack of understanding of quality assurance, facility resources were optimal, the leadership style of the head of the puskesmas was not in accordance with the management function of the puskesmas, the team perceived that they were carrying out their duties in accordance with their main functions, the attitude of not wanting to make changes, limited human resources education, lack of continuous training, lack of teamwork, attention, two-way communication, and the absence of a post-accreditation mentoring team.

Policies Contribution and Integrated Quality Management to Improve the Quality of Services in Primary and Secondary Education in the Banten of Province 21 St Centuruy The Era of the Revolutionary 4.0

The success of an organization is largely determined by the management model that is applied, sedangkan keberhasilan manajemen ditentukan oleh pemimpinnyaespecially in primary and secondary education which has a central and very strategic role for the continuation of the next higher education. this strategic role will be more effective if educational institutions can implement integrated quality management education services in the 21st century revolutionary 4.0, This management model is considered appropriate, because this management focuses on customer satisfaction, both internal customers and external customers.

Islamic banking and customer satisfaction in Pakistan: evidence from internal and external customers

Purpose This study aims to find the determinants of internal and external customer satisfaction of Islamic banks of Pakistan through service quality indicators that are assurance, reliance, empathy, tangibility, responsiveness. Compliance has also been added as a determinant of customer satisfaction. In this study, customers are divided into two groups, internal customers are those who are an employee in the Islamic bank and also an account holder. While external customers are account holders only in Islamic banks of Pakistan. Design/methodology/approach In this study, a quantitative research approach is used for analyzing the behavior of internal and external customers of Islamic banks in Pakistan. The instrument which is used to analyze the study’s data, is a structured five-point Likert-scale questionnaire. The structural model was analyzed with the help of the partial least squares structural equation modeling approach. Findings This study concluded that internal customers of Islamic banking are well aware and have full information and their level of satisfaction is positive toward the bank’s services. While external customers feel satisfied while using the Islamic banking services in Pakistan. Service quality indicators are positively and significantly related to customer satisfaction in the external customer model. On the other hand, some of the indicators are not showing a significant impact on the internal customer multi-group analysis shows a difference of coefficients are insignificant between internal and external customers. Practical implications This study helps policymakers, to understand the behavior of internal and external customers of Islamic banking in Pakistan for creating favorable policies for an interest-free banking service. Originality/value This research study provides an analysis of the customer satisfaction of Islamic banks in Pakistan by dividing Islamic bank customers into two groups (internal and external customers). The purpose for dividing Islamic bank customers into two groups is that this study wants to highlight that external customer’s perception is the same as internal customers or not? Before this study, it is difficult to find single research on this topic, whereas only one study is find-out on the factors that affect internet banking adoption among internal and external customers.

Improving internal service: identifying the roles of employee proficiency, adaptivity and proactivity

PurposeThe purpose of this study was to determine the roles of employee proficiency, adaptivity and proactivity in predicting different aspects of internal service.Design/methodology/approachManagers evaluated 142 professional employees on proficiency, adaptivity and proactivity and about six weeks later 2–3 internal customers evaluated each of the employees on dimensions of internal service, namely reliability (i.e. performing dependably and accurately), assurance (i.e. knowledge, courtesy, and the ability to inspire trust and confidence), responsiveness (i.e. willingness to help customers and provide prompt service) and empathy (i.e. caring and providing individualized attention).FindingsEmployee proficiency and proactivity were the main predictors of delivering reliable services. Employee proficiency was the main predictor for creating a sense of assurance. Employee adaptivity was the main predictor of being viewed as responsive. Employee proactivity was the main predictor for establishing a sense of empathy.Practical implicationsIn a given situation, some aspects of internal service will be more important than others. The results will enable organizations to improve internal service in a more effective and efficient manner by developing interventions that are targeted at the specific dimension of interest.Originality/valueThe authors identified the types of employee behaviors that are likely to be most effective in impacting different aspects of internal service.

The impact of internal marketing on 'green' management of intellectual capital

The purpose of this paper is to explore the relationship between internal marketing and “green” management of intellectual capital by testing correlations between internal marketing and knowledge capital, the development of “green” employees, “green” organisational culture and the “green” reputation of the organization. A questionnaire of 20 items was sent by e-mail via Google docs, to firms that employ more than 250 employees and have received awards for their working environment. Data collection lasted from July to November of 2020 and 609 questionnaires were collected. Results strongly confirmed the correlations between facilitation of flow information and maintenance of knowledge capital, informal communication and the development of “green” employees, participatory and supportive character of internal marketing programmes and the adoption of a “green” culture and internal customers’ satisfaction and the development of the organization’s “green” reputation, thus indicating a new perspective in a macro-level management. Managers need to adopt a contemporary perspective of managing the intangible assets of the organization. Integration of internal marketing practices can foster the maintenance of knowledge capital, the development of “green” employees and achieve the reinforcement of “green” organisational culture and the reputation of the organization. There is no previous research attempting to explore how the “green” management of specific elements of intellectual capital are correlated with internal marketing.

A Review of the Effects of Self-Service Technologies on Firm Performance in Kenya

Self-service technology (SST) continues to create tremendous impact on the business environment globally. A technology that allows consumers to take on the traditional place of service agents in the provision of services. Business organizations are taking advantage of the advancement in technology to improve service delivery and performance. The advancement in technology particularly with respect to nanotechnology, genome sequencing and artificial intelligence are among the drivers of the 4th Industrial Revolution. Consequently, information technology advancement is changing the marketing landscape of goods and services such that service industry, notably hospitality and transport have increased the prevalence of SSTs, as critical drivers of an organization’s industrial strength level. By a firm adopting technology-based strategy, this means higher clients’ satisfaction, cost minimization, and faster accurate service delivery with higher consistency among other benefits. This paper therefore, assesses the impact of SSTs and emphasizes on actual adoption and usage of self-service as proposed by technology acceptance model. The study reviews theoretical and empirical literature on the subject of SSTs and firm performance, identifies the research gaps and puts forward a suitable conceptual framework that can investigate the link between SST and firm performance. This paper uses secondary data to establish research gaps and the determinant of the success of adoption of SST by a firm. From a total of 54 articles reviewed, almost all studies on SSTs are based on the service sector focusing least on the internal customers in Kenya. A few studies related directly to the performance of the firms to the adoption of SSTs. Agricultural and manufacturing sectors particularly in the rural areas are unexploited directly. This is due to infrastructural imbalances in the urban and rural areas. The outcome of this review would enlighten; administrators of firms in Kenya and the entire East African region on the importance of ICT infrastructure, the information resources and the strategies for optimizing electronic services to attain competitive advantage. It widens the frontiers of knowledge for the academic community in production and operation management and enhances the understanding of the customer SST interactions in different industries. It creates further valuable implications on the industrial sectors, principally to the managers who use the information in drafting service related strategies and hence become a yardstick to evaluate the present service initiatives appropriately. It allows the managers to have a basis to determine whether the massive investment in adoption of technology is justifiable. Finally, this paper contributes to the existing knowledge in self-service technology and customer satisfaction and serves as source of reference to future researchers and academicians in this field.

Key Drivers of Internal Market Changes and Innovative Tools Towards an Efficient Business Climate

This paper has an emphasis on analytical approach to certain key factors of internal marketing. Examining the strength of their impact (financial and non-financial) on the employee motivation levels, in September 2019 the conducted survey comprised 300 respondents (sample size), employees - internal customers, nurses and hospital staff. Data were collected based on a survey of employee satisfaction, area of their jobs. Respondents were employees / hospital staff of the regional hospital center in the Republic of Croatia. Analyzed areas had been previously sequenced and grouped in accordance with key factors that corresponded to the areas of internal marketing with intensities of their impacts on the level of the satisfaction, motivation and the employee productivity. In the analysis, inferential statistics methods (Z-test, Chi-Square test) were used to answer the question of whether internal marketing instruments affect employment motivation, and to what extent is the response positive, to what extent they affect motivation, and indirectly, to work productivity. Questions related to salary, satisfaction with the basic salary, type of employment, and type of work provided answers about employee motivation with regard to the financial factor of internal marketing, and questions related to when employees use a break at work gave us the answer about the free time to which the employee is entitled to, and which affects the level of his satisfaction. The questions concentrated on work experiences of employees in the organization presented their loyalty to the non-profit organization. Main domains that represented key incentives throughout the interactive empowerments of key factors analyzed are education, participation in professional lectures and seminars, conferences, and additional training for application of innovative tools. Results confirm basic attitudes about employment in non-profit organizations, i.e. that the financial factor is not decisive in choosing employment. Results show narrow connection of loyalty with employee’s motivation as non-financial factor of internal marketing, showing in that manner the interest of employees for achievements supported by the internal confidence and permanent positive behavior or the attitude. These research results contribute to improving the elements of internal marketing. Internal customers' attitudes and behavior (i.e., their satisfaction and commitment) is affected by the organizational atmosphere component. It is closely tied to internal customers' creativity and productivity. Therefore, it is an essential element of organizational performance.

Employee Satisfaction with the Employer’s Health Safety Activities During the SARS-CoV-2 Pandemic

The outbreak of the SARS-CoV-2 coronavirus pandemic has resulted in significant changes in employers’ attitudes to employee health safety, as a new rapidly spreading threat has emerged. A characteristic feature of this threat is very little knowledge about it and the lack of effective treatments and prevention procedures. The short time since the outbreak of the pandemic also means that there is very little knowledge about how employers try to protect employees from infection with this virus, as well as how effective these actions are and how employees evaluate them. Therefore, among couriers of UPS companies in Poland and Germany a survey of the satisfaction was undertaken regarding the solutions adopted and implemented by managers in the field of shaping the health safety of employees. The survey uses the modified Customer Satisfaction Index - CSI method, for which employees were treated as internal customers. As a result of the research, it was possible to compare employee satisfaction with the solutions used by managers to protect their health in Poland and Germany, and shape conclusions resulting from this study.

HadoopSec 2.0: Prescriptive analytics-based multi-model sensitivity-aware constraints centric block placement strategy for Hadoop

Like many open-source technologies such as UNIX or TCP/IP, Hadoop was not created with Security in mind. Hadoop however evolved from the other tools over time and got widely adopted across large enterprises. Some of Hadoop’s architectural features present Hadoop its unique security issues. Given this security vulnerability and potential invasion of confidentiality due to malicious attackers or internal customers, organizations face challenges in implementing a strong security framework for Hadoop. Furthermore, given the method in which data is placed in Hadoop Cluster adds to the only growing list of these potential security vulnerabilities. Data privacy is compromised when these critical and data-sensitive blocks are accessed either by unauthorized users or for that matter even misuse by authorized users. In this paper, we intend to address the strategy of data block placement across the allotted DataNodes. Prescriptive analytics algorithms are used to determine the Sensitivity Index of the Data and thereby decide on data placement allocation to provide impenetrable access to an unauthorized user. This data block placement strategy aims to adaptively distribute the data across the cluster using innovative ML techniques to make the data infrastructure extra secured.