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1 – 10 of over 1000Muhammad Aamir Shafique Khan, Du Jianguo, Shuai Jin, Munazza Saeed and Adeel Khalid
Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery…
Abstract
Purpose
Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.
Design/methodology/approach
Data were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.
Findings
The results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.
Practical implications
This study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.
Originality/value
The present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
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Hoang Thi Kim Quy, Mai Dong Tran and Tien Minh Dinh
The present study aims to explore the linkages among transformational leadership, workplace spirituality and frontline employee (FLE) service recovery performance in the aviation…
Abstract
Purpose
The present study aims to explore the linkages among transformational leadership, workplace spirituality and frontline employee (FLE) service recovery performance in the aviation service industry. The resilience of individuals was taken as a mediator for the associations between transformational leadership as well as workplace spirituality and frontline employee's service recovery performance. The hypothesized research model was examined by integrating the principles of COR theory and the SDT perspective on psychological needs.
Design/methodology/approach
The research model was evaluated via partial least squares (PLS). In particular, SmartPLS 3.0 software was utilized to examine anticipated correlations through a poll of 371 air service provider frontline employees.
Findings
Results demonstrated that transformational leadership had a positive impact on both service recovery performance and spirituality in the workplace. The positive connection between workplace spirituality and service recovery performance was also supported. Further, the mediating role of an employee's resilience in these relationships was established. The paper provides a significant contribution with both theoretical and practical implications.
Practical implications
The present research also provides some practical implications for the aviation industry. Since the aviation industry is a high-contact service industry, aviation frontline employees play a crucial role in service recovery strategies. Thus, air service providers need to provide these employees with ample resources to effectively handle service failures. Moreover, the service recovery performance of air service providers may benefit from the hiring of managers with strong transformational leadership styles. Therefore, these providers should take leadership style into account when recruiting, promoting and training supervisors. Managers should, among other activities, implement transformational leadership approaches, such as inspiring and motivating, establishing a supportive organizational climate, paying attention to employees' needs and engaging in active listening.
Originality/value
The current study contributes to the stream of research on SRP and the role of transformational leadership, workplace spirituality and resilience in service recovery in particular. Furthermore, by integrating the COR and SDT theories, the current study gives more real-world proof of the importance of leadership for organizations.
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Girish Prayag, Lucie K. Ozanne and Mesbahuddin Chowdhury
Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service…
Abstract
Purpose
Grounded in dynamic capabilities theory, this study aims to examine how dynamic capabilities and a transactive memory system (TMS) can build the resilience of service organizations and improve their financial performance. Limited studies examine the link between a TMS and organizational resilience.
Design/methodology/approach
The authors test a theoretical model on a sample of 350 UK service firms that were impacted by the COVID-19 pandemic and analyze the data using partial least square structural equation modeling.
Findings
Results highlight the positive effects of a TMS and dynamic capabilities on organizational resilience. Only a TMS and organizational resilience have direct positive effects on financial performance.
Originality/value
To the best of the authors’ knowledge, this is the first study to ascertain the influence of a TMS on organizational resilience in service firms following adversity.
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Hyewon Park, Won-Moo Hur and Seung-Yoon Rhee
This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs'…
Abstract
Purpose
This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs' customer-directed extra-role service behavior (C-ERSB) and coworker-directed extra-role service behavior (CW-ERSB) as indicators of outstanding service performance. Drawing on the conservation of resources (Hobfoll, 1989) and ego depletion theories (Baumeister, 2002), the authors hypothesized that the positive effect of overnight relaxation on ERSBs will be mediated by the state of recovery. Additionally, the authors examined the boundary conditions of these relationships by testing the moderating effects of work–family conflict (WFC) and family–work conflict (FWC).
Design/methodology/approach
The study employed an episodic sampling method. One hundred thirty-five FLEs completed two daily surveys (before- and after-work) over five consecutive workdays, yielding 636 time-lagged day-level observations. Multilevel path modeling was performed to analyze the mediation and second-stage moderated mediation effects.
Findings
Results showed that overnight off-work relaxation was positively related to FLEs' next-day C-ERSB and CW-ERSB via next-morning recovery state. The positive relationship between overnight off-work relaxation and the next-morning recovery state was weaker for FLEs who experienced overnight WFC. FWC during work hours weakened the positive relationship between the next-morning recovery state and CW-ERSB, but not the relationship between the next-morning recovery state and C-ERSB.
Originality/value
The study used an episodic sampling method to reveal the significance of off-work relaxation, recovery and family–work interface on FLEs' ERSBs, a critical yet underexplored phenomenon in service literature. This study sheds light on the pathways to achieve exceptional service performance by revealing the importance of overnight off-work relaxation and the conditions that promote ERSBs.
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Bilal Ahmad, Jingbo Yuan, Naeem Akhtar and Abdul Waheed
This research explores the determinants and consequences of salesperson polychronicity in a business-to-business (B2B) sales environment. Additionally, the study examined the link…
Abstract
Purpose
This research explores the determinants and consequences of salesperson polychronicity in a business-to-business (B2B) sales environment. Additionally, the study examined the link between the antecedents and consequences of salesperson polychronicity using resistance to change (RC) and manager trust in salesperson (MT) as moderators.
Design/methodology/approach
A conceptual framework was developed by testing eight hypotheses based on data collected from 378 salesperson-manager dyads.
Findings
The authors find that opening leader behavior is positively associated with salesperson polychronicity, while closing leader behavior negatively influences salesperson polychronicity. In addition, salesperson polychronicity positively affects service recovery performance and customer-directed organizational citizen behaviors (OCB). Finally, the RC and MT significantly and positively moderate the linkage between the antecedents and consequences of salesperson polychronicity.
Originality/value
This study is original because this is the first study to address polychronicity as an individual trait in a B2B environment where multitasking behavior is of paramount importance.
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Through the lens of conservation of resource theory and the model of ability, motivation and opportunity (AMO), this study tests the relationship between high performance work…
Abstract
Purpose
Through the lens of conservation of resource theory and the model of ability, motivation and opportunity (AMO), this study tests the relationship between high performance work practices (HPWP), emotional exhaustion and service recovery performance (SRP). It examines the direct effect of AMO bundles on emotional exhaustion and the indirect effect of these bundles on SRP via emotional exhaustion.
Design/methodology/approach
In a sample of 1,664 flight attendants from Canada, Germany and France, this study uses a quantitative method. Using AMOS V.24, CFA was used to test quality of scales, model fit as well as the direct effects. The method of Monte Carlo (parametric bootstrap) and more precisely bias corrected percentile method were used to test the mediation mechanism, based on 5,000 bootstrapping and 95% confidence intervals.
Findings
Results show that all AMO bundles can be considered as a resource caravan passageway protecting employees against resources loss and allowing them to perform well and to recover service after a failure. They reveal that each bundle has a direct, negative link with emotional exhaustion, a health-related well-being and an indirect effect on SRP via emotional exhaustion.
Research limitations/implications
The finding further highlights the need to distinguish between AMO dimensions in strategic HRM research and practice. The cross-sectional nature of this study limits the establishment of causal links between variables. The author encourages future researchers to adopt a research design enabling to collect data at two or three-time periods and involving multi-source data.
Practical implications
Companies should be aware of the mechanisms through which HPWP influence the occupational health and performance of flight attendants and consider that “different bundles can have different effects” as important when they would redesign their HRM practices. In turn, it is rather opportunity enhancing HPWP (e.g. empowerment, work teams) that will be the most efficient in improving SRP. In a customer service context, and for flight attendants who work for prolonged hours with sometimes demanding passengers, it seems very important that airlines empower their flight attendants to use their skills and abilities to respond to problems arising onboard, either from service failures or any complaint a passenger may have. Employers should aim to create pools of practices designed to enrich and protect the resources of their employees allowing them to reduce emotional exhaustion.
Originality/value
This research study contributes therefore to the HRM-well-being-individual and/or organizational performance debate in a very particular context, by using the AMO framework to test the proposed relationship. In doing so, this study advances the theoretical and empirical evidence on how HR systems and AMO framework can be applied in this setting. The findings allow distinguishing which bundle of HRM is the most influential on emotional exhaustion, which can advance the literature in strategic human resource management. The paper adds to the literature by addressing the role of emotional exhaustion rather than happiness-related measures of well-being. Thus, our results stress the importance of health-related well-being, and emotional exhaustion, as an important pathway through which AMO-bundles influence performance outcomes and confirm that there are different well-being pathways to consider in the HRM-performance relationship. By using different bundles of AMO, the study advances the literature by showing that each bundle could have a different effect as the findings show that only opportunity enhancing HPWPs still directly impacted SRP after introducing the mediator (emotional exhaustion).
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Jing Jiang, Yuan Yuan, Yanan Dong and Huijuan Dong
This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service…
Abstract
Purpose
This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service performance (PCSP) using the stressor-emotion model.
Design/methodology/approach
The sample consisted of 220 employees and 54 branch leaders from a large restaurant chain in China. This study conducted a multi-time and multi-source design study using Mplus 7.4 to examine the hypotheses.
Findings
Customer mistreatment has a positive effect on employees’ emotional exhaustion, which further reduces PCSP. Team performance pressure strengthens the dysfunctional effect of customer mistreatment on emotional exhaustion, whereas leaders’ positive affective presence mitigates the negative relationship between emotional exhaustion and PCSP.
Originality/value
This study investigates how internal and external stressors jointly affect employees’ PCSP. Thus, it provides a comprehensive perspective of employee stress management and active service management for organization managers.
研究目的
基于压力源-情绪模型, 本研究旨在了解客户不当对待(外部压力源)和团队绩效压力(内部压力源)如何共同影响员工的主动对客服务绩效。
设计/方法/方法
我们的样本来自中国一家大型连锁餐厅的220名员工和54名分店负责人。我们进行了多时间和多来源设计, 并采用Mplus 7.4检验所有假设。
研究结果
客户不当对待会导致员工情绪衰竭, 进而降低主动对客服务绩效。团队绩效压力加强了客户不当对待对员工情绪衰竭的消极影响,而领导者积极情感体现可以减弱员工情绪衰竭对其员工主动对客服务绩效的负面影响。
原创性
本文的贡献是全面探讨内部和外部压力源如何共同影响员工的主动对客服务绩效, 从而为组织管理者提供一个更全面的员工压力管理和主动服务管理的视角。
Objetivo
Este estudio examina el impacto conjunto de los abusos de los clientez (estresor externo) y la presión sobre el rendimiento del equipo (estresor interno) en el rendimiento proactivo del servicio al cliente (PCSP) de los empleados utilizando el modelo estresor-emoción.
Diseño/metodología/enfoque
Nuestra muestra está formada por 220 empleados y 54 jefes de establecimientos pertenecientes a una gran cadena de restaurantes de China. Realizamos un diseño multitemporal y multifuente con Mplus 7.4 para examinar todas las hipótesis.
Resultados
Los abusos de los clientes tienen un efecto positivo sobre el agotamiento emocional de los empleados, lo que reduce aún más la PCSP. La presión sobre el rendimiento del equipo refuerza el efecto disfuncional del abuso de los clientes sobre el agotamiento emocional, mientras que la presencia afectiva positiva de los líderes mitiga la relación negativa entre el agotamiento emocional y la PCSP.
Originalidad/valor
Este artículo contribuye a investigar cómo los factores estresantes internos y externos afectan conjuntamente a la PCSP de los empleados. Proporciona una perspectiva más completa de la gestión del estrés de los empleados y de la gestión activa de los servicios para los directivos de las organizaciones.
Details
Keywords
- Customer mistreatment
- Employees’ emotional exhaustion
- Proactive customer service performance
- Team performance pressure
- Leaders’ positive affective presence
- 顾客不当对待、员工情绪衰竭、主动对客服务绩效、团队绩效压力、领导者积极情感体现
- Abuso del cliente
- Agotamiento emocional de los empleados
- Rendimiento proactivo del servicio al cliente
- Presión sobre el rendimiento del equipo
- Presencia afectiva positiva de los líderes
Ryan Atkins, Kim Deranek and Robert Sroufe
Research and interest in food loss and waste (FLW) have increased, but barriers stand in the way of firms engaging in food recovery efforts. The purpose of this study is to gain a…
Abstract
Purpose
Research and interest in food loss and waste (FLW) have increased, but barriers stand in the way of firms engaging in food recovery efforts. The purpose of this study is to gain a better understanding of how firms overcome these barriers.
Design/methodology/approach
This study followed a qualitative, field-study-based research design in which 23 decision-makers at food-based organizations were interviewed. Quotes were extracted and categorized to develop a conceptual model of the food recovery process.
Findings
The conceptual model that evolved helps to explain decision-making related to FLW across the following dimensions: barriers to food recovery, incentives to overcome the barriers, internal processes for engaging in food recovery and external relationships influencing internal incentives and processes. In addition, the barriers and incentives were divided into operational and managerial issues.
Originality/value
Building on the barriers to food recovery in prior research, we explored the processes that help firms overcome these barriers. The model developed in this study is an important step toward addressing these processes and relationships. It can serve as a foundation for a variety of future studies of food recovery.
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Mohammed Iqbal Al-Ajlouni, Rawa Hijazi and Sahem Nawafleh
The aim of this paper is to examine a model that combines barriers, drivers, government responses, recovery expectations, expected future changes in performance and the extent of…
Abstract
Purpose
The aim of this paper is to examine a model that combines barriers, drivers, government responses, recovery expectations, expected future changes in performance and the extent of digitalisation as a moderator in SMEs.
Design/methodology/approach
This study uses exploratory causal methodologies. The study employs a quantitative methodology based on utilising an electronic questionnaire to gather the opinions of home workers and entrepreneurs in Jordan. The cross-sectional data collection approach was conducted in a single time frame, and a total of 1,179 valid questionnaires were analysed using Smart PLS along with SPSS.
Findings
The findings demonstrate that the barriers lower the expectations of recovering performance, whilst the drivers and government responses raise the expectations of both performance recovery and change in performance. Concerning digitalisation, this study discovered that firms going digital had a significant positive direct impact on expectations of performance change. This paper also found that expectations of performance change are significantly positively impacted by the interaction between drivers and digitalisation. However, the moderating influence of digitalisation on the positive impact of government responses on expectations of performance change was not verified.
Practical implications
The study's conclusions led to the formulation of several policy recommendations aimed at easing the burden on SMEs.
Originality/value
This study adds something new to the body of knowledge on SMEs by investigating the effects of barriers, drivers and government responses on expectations of performance recovery and the expected future change in performance moderated by digitalisation.
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Priyanko Guchait, Taylor Peyton, Juan M. Madera, Huy Gip and Arturo Molina-Collado
This study aims to examine the scientific publications related to leadership research in hospitality from 2000 to 2021 by conducting a systematic review (qualitative) and to…
Abstract
Purpose
This study aims to examine the scientific publications related to leadership research in hospitality from 2000 to 2021 by conducting a systematic review (qualitative) and to discuss implications for future research.
Design/methodology/approach
For the qualitative approach, the authors conduct an in-depth critique of major leadership theories using 167 articles indexed in the Web of Science Core Collection.
Findings
The findings show that transformational leadership, leader–member exchange and servant leadership are the most prominent leadership topics studied from 2000 to 2021, followed by abusive supervision, empowering leadership, ethical leadership and authentic leadership. A framework is presented highlighting the mediators, moderators, outcomes, sample and research designs used in each of these lines of leadership research. Moreover, 16 areas for further research are identified and discussed.
Practical implications
This review uncovers scholars’ general lack of regard for how the study of leadership might benefit from examining hospitality as a special and challenging context for leadership and business performance.
Originality/value
This study reviews and critically analyzes leadership research in hospitality using qualitative methods. Therefore, the authors believe this review is of great value to academics and practitioners because it synthesizes and analyzes the field and identifies important research opportunities.
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