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Article
Publication date: 27 April 2010

Margee Hume and Gillian Sullivan Mort

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and…

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Abstract

Purpose

Organizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and complex services in the performing arts, find this difficult. Knowledge of the role of emotions in customer judgments is negligible. The relationship of core service quality and peripheral quality on repurchase intent is also understudied. This paper aims to model and test the interrelationship of these constructs in predicting repurchase intention in a performing arts context.

Design/methodology/approach

A survey instrument tailored to the performing arts was administered to a sample of 250 past and present performing arts audience members, with responses examined using structural equation modeling.

Findings

Results indicate repurchase intention is largely based on satisfaction mediated by perceived value. Core service quality, appraisal emotion and peripheral service quality influence perceived value for time and money, with core service quality and peripheral service quality in turn influencing appraisal emotion. Appraisal emotion directly affects customer satisfaction but has no direct relationship to repurchase intention. Peripheral service quality, however, directly affects repurchase intention.

Practical implications

Evidence suggests expansion of the strategic focus to include peripheral services in order to maximize repurchase. Core service quality, (the act) affects repurchase intent through an indirect path mediated by appraisal emotion, which does not directly influence repurchase intent. Appraisal emotions are influential in determining perceived value.

Originality/value

This is the first known paper combining this system of relationships including the influence and role of appraisal emotion in the performing arts context.

Details

Journal of Services Marketing, vol. 24 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 9 September 2021

Adwoa Benewaa Brefo-Manuh and Alex Anlesinya

While the extant literature has mainly examined either organisational justice or performance appraisal on employee attitudes, studies assessing the effect of performance appraisal

Abstract

Purpose

While the extant literature has mainly examined either organisational justice or performance appraisal on employee attitudes, studies assessing the effect of performance appraisal justice (PAJ) on employee work attitudes are very limited. Hence, this study aims to investigate the effects of PAJ on employee work attitudes (job satisfaction and employee commitment) using empirical insights from health-care workers in Ghana.

Design/methodology/approach

The study collected data from 302 workers in six selected health-care institutions and used multiple regression and bootstrapping mediation methods for the analyses.

Findings

This study found that interpersonal and procedural PAJ has significant positive effects on job satisfaction, but distributive PAJ showed an insignificant positive outcome. Then, while distributive and procedural PAJ has significant positive effects on employee commitment, interpersonal PAJ was insignificant. Moreover, job satisfaction significantly mediated the relationship between employee commitment and the three dimensions of PAJ.

Practical implications

This implies that PAJ can trigger positive employee work attitudes such as job satisfaction and commitment to facilitate the realisation of positive health-care outcomes if fairness and justice are effectively integrated into performance appraisal practices in health-care institutions.

Originality/value

The study contributes to extending organisation and human resource theories in the context of health-care services by applying the organisational justice theory to understand the job attitudes of workers in the health-care sector and institutions: a highly under-research context with respect to the topic.

Details

European Journal of Training and Development, vol. 47 no. 1/2
Type: Research Article
ISSN: 2046-9012

Keywords

Article
Publication date: 3 July 2020

Mumtaz Ali Memon, Rohani Salleh, Muhammad Zeeshan Mirza, Jun-Hwa Cheah, Hiram Ting, Muhammad Shakil Ahmad and Adeel Tariq

This study aims to examine the impact of employees' satisfaction with human resource management (HRM) practices (i.e. training satisfaction, performance appraisal satisfaction and…

6208

Abstract

Purpose

This study aims to examine the impact of employees' satisfaction with human resource management (HRM) practices (i.e. training satisfaction, performance appraisal satisfaction and pay satisfaction) on work engagement and subsequently employee turnover intentions. The mediating role of work engagement between employee satisfaction with HRM practices and turnover intentions is also assessed.

Design/methodology/approach

Data were collected from Malaysian oil and gas (O&G) professionals. A total of 442 useable questionnaires were obtained for the final data analysis. Partial least squares structural equation modeling (PLS-SEM) was performed to test the hypothesised relationships.

Findings

The findings indicate that training satisfaction and performance appraisal satisfaction are the key drivers of employee engagement at work. Work engagement in turn has a negative impact on employee turnover intentions. Furthermore, work engagement mediates the relationship between employees' satisfaction with HRM practices (i.e. training satisfaction and performance appraisal satisfaction) and turnover intentions. Nevertheless, it did not have any mediating effect on pay satisfaction and turnover intention.

Practical implications

Training plans should be designed to make the relevant jobs more attractive and fulfilling, thus increasing employees' level of work engagement. Besides, ensuring that the appraisal system is fair is pivotal to work engagement. Work engagement will cultivate a strong sense of emotional attachment between employees and employers, thus reducing the turnover intention of Malaysian O&G professionals.

Originality/value

To date, little has been done on employees' satisfaction with HRM practices with respect to their attitudinal and behavioural outcomes. The present study enhances our understanding of the importance of employees' satisfaction with HRM practices and its relation to employees' work engagement and turnover intentions.

Details

International Journal of Manpower, vol. 42 no. 1
Type: Research Article
ISSN: 0143-7720

Keywords

Article
Publication date: 1 January 1992

Tichatonga J. Nhundu

Findings of studies on self‐appraisals conducted mainly innon‐educational settings indicate that self‐ratings are generouslyinflated, do not correlate with other sources, and show…

Abstract

Findings of studies on self‐appraisals conducted mainly in non‐educational settings indicate that self‐ratings are generously inflated, do not correlate with other sources, and show less reliability than ratings from counter‐positions. Reports on self‐appraisals in an educational setting using perceptions of teacher interns and their supervisors. Self – and supervisor appraisals were found to be significantly correlated, with self‐appraisals showing less leniency than corresponding supervisor appraisals. In addition, self‐appraisals were a better predictor of job satisfaction than supervisor appraisals.

Details

Journal of Educational Administration, vol. 30 no. 1
Type: Research Article
ISSN: 0957-8234

Keywords

Article
Publication date: 30 March 2010

Paul W. Thurston and Laurel McNall

The purpose of this paper is to explore the underlying structure of employees' justice perceptions in the context of their organizations' performance appraisal practices.

14932

Abstract

Purpose

The purpose of this paper is to explore the underlying structure of employees' justice perceptions in the context of their organizations' performance appraisal practices.

Design/methodology/approach

Ten multi‐item scales were designed to measure the perceived fairness of performance appraisal practices. A nested confirmatory factor analysis of employee responses (n=188) compared the four justice dimensions (i.e. procedural, distributive, interpersonal, informational) to five plausible alternatives. Construct validity was demonstrated through a structural equation model of matched employee and supervisor responses (n=117).

Findings

The confirmatory factor analysis showed evidence of four distinct but highly correlated justice constructs. Results supported hypothesized relationships between procedural justice and helpful behaviors toward the organization via appraisal system satisfaction; distributive justice with appraisal satisfaction; and interpersonal and informational justice and helpful behaviors toward the supervisor via supervisor satisfaction.

Practical implications

This study underscores the importance of fostering perceptions of justice in the context of performance appraisal. The scales developed in this study could be used to isolate potential problems with an organization's performance appraisal practices. Originality/value – The paper integrates prior research concerning the positive effects of procedural, distributive, interpersonal, and informational justice on affective and behavioral responses towards performance appraisals.

Details

Journal of Managerial Psychology, vol. 25 no. 3
Type: Research Article
ISSN: 0268-3946

Keywords

Article
Publication date: 27 September 2011

Anastasios Palaiologos, Panagiotis Papazekos and Leda Panayotopoulou

This paper aims to explore the performance appraisal (PA) aspects that are connected with organizational justice, and more specifically three kinds of justice, namely…

14563

Abstract

Purpose

This paper aims to explore the performance appraisal (PA) aspects that are connected with organizational justice, and more specifically three kinds of justice, namely distributive, procedural and interactional justice.

Design/methodology/approach

The research is based on a sample of 170 respondents who answered a questionnaire giving their perceptions on the purpose and criteria of PA, their satisfaction from PA and organizational justice.

Findings

The results show that procedural, distributive and interactional justice are related with different elements of performance appraisal. Elements of satisfaction are strongly related to all aspects of organizational justice. The PA criteria are related to procedural justice.

Research limitations/implications

The main limitation is that the research provides information based only on one source, that of the appraisee. However, it highlights the role of employee satisfaction to organizational justice, linking different sources of satisfaction to different elements of justice.

Practical implications

This paper has practical implications for HRD, as it provides HR practitioners with suggestions on how to increase the perceived justice of the PA system.

Originality/value

The value of this paper is to HR practitioners who design PA systems, and also managers acting as appraisers of their subordinates.

Details

Journal of European Industrial Training, vol. 35 no. 8
Type: Research Article
ISSN: 0309-0590

Keywords

Article
Publication date: 1 February 2008

Khim Ong Kelly, Shi Yun Angela Ang, Wei Ling Chong and Wei Sheng Hu

The purpose of this paper is to examine the attributes of the performance appraisal system used for primary school teachers in Singapore, and how those attributes affect…

4942

Abstract

Purpose

The purpose of this paper is to examine the attributes of the performance appraisal system used for primary school teachers in Singapore, and how those attributes affect satisfaction with the appraisal system, stress experienced with the appraisal system, attitudes towards performance bonus, job satisfaction and motivation, and perceived cooperativeness amongst teachers.

Design/methodology/approach

Data were obtained from surveys of primary school teachers in Singapore (n=85). The researchers used factor analysis to identify factors of appraisal system attributes and factors of teacher attitudes and perceptions, and then employed step‐wise multiple regressions to relate appraisal system attributes to teacher attitudes and perceptions.

Findings

The findings indicate that fairness of the performance appraisal system and clarity of appraisal criteria are related to greater satisfaction with the appraisal system, more positive attitudes towards performance bonus, and higher job satisfaction and motivation. Using appraisal criteria that are controllable is associated with greater satisfaction with the appraisal system, less stress experienced with the appraisal system, and higher job satisfaction and motivation. Finally, teachers who report greater trust in their appraiser and more positive assessment of their appraiser's credibility also report more cooperativeness amongst teachers in their school.

Originality/value

The paper provides insights on how various attributes of the performance appraisal system in the Singapore educational context are related to important outcomes such as job satisfaction and motivation. The findings may help primary school administrators design and implement more effective performance appraisal systems.

Details

Journal of Educational Administration, vol. 46 no. 1
Type: Research Article
ISSN: 0957-8234

Keywords

Article
Publication date: 1 June 2023

Carlos Botelho

This paper aims to analyze the synergistic influence of performance appraisal (PA) practices and performance-driven culture (PDC) on the effectiveness of the performance…

Abstract

Purpose

This paper aims to analyze the synergistic influence of performance appraisal (PA) practices and performance-driven culture (PDC) on the effectiveness of the performance management (PM) system, which is measured by employees' reactions, namely satisfaction and perceived utility. It also analyzes the type of relationship between PA practices and PA satisfaction, specifically whether it is additive or modeled as a latent factor.

Design/methodology/approach

This is a cross-sectional study. Data were collected from 513 managers and employees working in 135 public and private organizations. The research model and hypotheses were tested using structured equation modeling.

Findings

The results support the positive impact of a set of four PA best practices on PA satisfaction. It shows that PDC is an enabler for the effective deployment of PA practices. It also demonstrates that the perceived utility of the PM system plays a role as a mediator in the relationship between PA practices and PA satisfaction.

Research limitations/implications

Data were collected using a questionnaire at a single point in time, and thus, cause-and-effect inferences were not possible.

Practical implications

The results provide guidance to organizations that are interested in designing and implementing PM systems and PA practices that contribute toward enhancing employees' managing performance experiences.

Originality/value

This study advances our understanding of the mechanisms by which organizational culture and PA practices influence the effectiveness of the PM system. It suggests that organizations, to benefit the most from a set of PA best practices, need to have a PDC.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 22 September 2020

Christine Lai-Bennejean and Lauren Beitelspacher

This study aims to investigate an under-researched area, the impact of causal attributions (i.e. causal stability and company-related/-unrelated attributions) on salespeople’s job…

Abstract

Purpose

This study aims to investigate an under-researched area, the impact of causal attributions (i.e. causal stability and company-related/-unrelated attributions) on salespeople’s job satisfaction following their performance appraisal.

Design/methodology/approach

A pre-test and a between-subjects experimental study test the effect of accurate or biased perceptions of causal attributions on salespeople’s job satisfaction. Data collected from 209 salespeople provide evidence that they make perceptual attribution errors in their appraisals of the performance outcome they achieve or do not achieve.

Findings

When salespeople correctly attribute their performance, causal stability affects their job satisfaction. However, company-related attributions affect their satisfaction only in the case of a poor performance outcome. As expected, salespeople who make biased attributions experience misattributed or “unwarranted” satisfaction or dissatisfaction, a higher or lower satisfaction level than they would have experienced had they made proper causal attributions.

Research limitations/implications

Using Weiner’s theory of emotion and motivation as a theoretical framework, this study confirms that cognitive appraisals of event outcomes (in this case performance reviews) impacts salespeople’s emotional experience. Furthermore, causal ascriptions following the salesperson’s performance appraisal affect job satisfaction.

Practical implications

This study discusses how managers can ensure the continued satisfaction of their salespeople, which constitutes a stable source of motivation, by understanding their performance attributions.

Originality/value

This study introduces a new concept of misattributed job satisfaction or dissatisfaction. While anecdotally some scholars have investigated when salespeople play “the blame game”, this study shows how salespeople correctly or incorrectly ascribe blame for the outcomes and the impact on job satisfaction.

Article
Publication date: 29 December 2022

Barbara A. Ritter, Erika E. Small and Christy Everett

This study aims to explore followers’ perceptions of leaders as predictors of performance appraisal (PA) participation and subsequent outcomes. Prior research has acknowledged the…

Abstract

Purpose

This study aims to explore followers’ perceptions of leaders as predictors of performance appraisal (PA) participation and subsequent outcomes. Prior research has acknowledged the role of Leader–Member Exchange (LMX) quality in predicting PA participation. This study sought to add to this literature by investigating the effects of LMX dimensions (loyalty, affect, contribution and respect) and the effect of perceived leader prototypicality on PA participation and subsequent outcomes.

Design/methodology/approach

The hypothesized model proposed that the LMX dimensions and leader prototypicality would predict PA participation, and the effect of PA participation on job and reward satisfaction would be mediated through PA satisfaction. Structure equation modeling using maximum likelihood estimation was used to test these hypotheses in a sample of 216 employees at a public utility company.

Findings

Although results indicated partial support for the proposed mediated model, they also indicated more complex relationships. Leader prototypicality was related to PA participation, none of the four LMX dimensions had the predicted positive effect on PA participation, though they were differentially and directly related to PA satisfaction and job satisfaction.

Research limitations/implications

Employees’ perceptions of leader prototypicality is important in engaging employee participation in the PA process, and more important to participation than was the quality of the LMX relationship. The extent to which employees participate in and subsequently experience higher levels of satisfaction with the PA process may be a reflection of how employees perceive their leader. And participation in and satisfaction with the PA process lead to increased reward and job satisfaction. Future research should incorporate supervisor perspectives of these relationships and use longitudinal design to better infer causality.

Practical implications

Employee perceptions of leader prototypicality are important for encouraging their participation in the PA process, which has implications for reward and job satisfaction. Therefore, supervisors would benefit from understanding the traits (such as sensitivity, confidence and intelligence) that affect their subordinates’ leadership perceptions, and should be trained on successfully demonstrate those traits. Further, exchange relationships built on loyalty and respect affected PA satisfaction directly, which also positively affected job and reward satisfaction. Thus, supervisors should be trained to build trust- and respect-based relationships with employees.

Originality/value

The results of this study make significant contributions to the understanding of the antecedents of employee participation in and satisfaction with the PA process. The data suggest that the effect of perceived leader prototypicality on job and reward satisfaction is mediated through PA participation. Because implicit leadership theory has not previously been studied in the PA context, this new finding makes an important contribution to the PA literature. Further, by taking a multidimensional approach to LMX, these results indicated that the dimensions of loyalty and respect were related to PA satisfaction directly, but not through PA participation.

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