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Article
Publication date: 24 May 2011

Pascal Paillé, Pierre‐Sébastien Fournier and Sophie Lamontagne

The purpose of this study is to use three foci of commitment (to the organization, to the colleagues, and to the superior) to improve employee retention in high turnover…

Abstract

Purpose

The purpose of this study is to use three foci of commitment (to the organization, to the colleagues, and to the superior) to improve employee retention in high turnover work environments.

Design/methodology/approach

In this study, survey questionnaires measuring affective commitment to the organization, the supervisor‐dispatcher and colleagues were administered to 294 truckers. The two‐step approach was used. While the first step involved a confirmatory factor analysis, the second step used structural equation modeling to test hypotheses.

Findings

Findings show that the model that best fits the data is the one in which both affective commitments to the dispatcher and to the colleagues affects the intention to leave the organization through affective commitment to the organization.

Originality/value

Existing research on trucker turnover has neglected to examine the role of psychological variables such as employee commitment. Using field theory premises, this research contributes to the literature on trucker turnover by demonstrating the relevance of using several foci of commitment to predict intention to leave the organization.

Details

International Journal of Organizational Analysis, vol. 19 no. 2
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 1 October 2002

Scott B. Keller

Competitive market pressures within today’s contemporary business environments have encouraged the partnership of many supply chain members. Of particular interest is the…

Abstract

Competitive market pressures within today’s contemporary business environments have encouraged the partnership of many supply chain members. Of particular interest is the development of successful relationships between firms in an effort to gain product and service quality and efficiency that would otherwise go left unclaimed. This research specifically identifies the need for supply chain members to foster healthier relationships within the firm in order to realize more fully success and obtain the benefits associated with external partnerships. The concept of internal relationship marketing is employed and a model is proposed to aid companies in identifying the variables associated with marketing to the internal customer. The motor carrier industry provides an appropriate service setting for the analysis, and implications for retaining the very best customer‐conscious frontline employees are outlined.

Details

International Journal of Physical Distribution & Logistics Management, vol. 32 no. 8
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 2 May 2017

Anastasia Miller, Lynn Unruh, Ning Zhang, Xinliang Liu and Tracy Wharton

The purpose of this paper is to determine a baseline level of the Professional Quality of Life (ProQOL 5) in emergency dispatchers in the state of Florida, as well as to…

Abstract

Purpose

The purpose of this paper is to determine a baseline level of the Professional Quality of Life (ProQOL 5) in emergency dispatchers in the state of Florida, as well as to examine the how it is associated with psychological resilience, perceived coworker support, different types of debriefing, and perceived organizational support.

Design/methodology/approach

This was done through a cross-sectional administration of surveys to emergency telecommunicators and dispatchers in the state of Florida.

Findings

In total, 186 surveys were completed by active emergency dispatch personnel across the state of Florida. The study found that psychological resilience, education, and perceived organizational support were statistically related to professional quality of life in Florida Dispatchers.

Research limitations/implications

There are limitations due to the nature of cross-sectional survey design and due to the sample size. There are also possible issues with the accuracy of self-reported survey answers. The lack of participation from all agencies also hinders generalizability.

Practical implications

This study serves as a reference point for a very under studied emergency service population. There are also implications that psychological resilience development in dispatch personnel would assist in multiple aspects of their professional quality of life.

Originality/value

This is the first study to use the ProQOL 5 on dispatch personnel in Florida. It also displays statistical relationships between factors which dispatch agencies could use to increase employee job satisfaction and potentially reduce turnover.

Details

International Journal of Emergency Services, vol. 6 no. 1
Type: Research Article
ISSN: 2047-0894

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Article
Publication date: 21 September 2012

Aleš Popovič and Andreja Habjan

The information system (IS) literature has previously emphasized the positive contribution of IT‐enabled quality information on decision making and firm performance…

Abstract

Purpose

The information system (IS) literature has previously emphasized the positive contribution of IT‐enabled quality information on decision making and firm performance, particularly when firms operate in highly competitive and uncertain settings. Yet, our understanding of how such information potentially transforms transport operations and generates improvements in organizational performance is limited. In response, the authors conduct an exploratory comparative case study of three transport firms that have introduced the global positioning system (GPS) in their operations. The purpose of this paper is to focus on assessing changes in transport operations due to the use of the quality information GPS provides and the link between these changes and organizational benefits.

Design/methodology/approach

Data were collected through semi‐structured interviews, direct observations and archival documentation in the three transport firms. Applying methods of a comparative case study, the data were analyzed by employing iterative and inductive analyses.

Findings

The results identify transport operations as the missing element in a more comprehensive explanation of previously hypothesized relationships between information quality improvements and organizational benefits in road transportation. Notably, it was found that different information quality affects transport operations in various ways. In addition, improved transport operations, namely transport service planning, vehicle routing and transport control, result in improved customer service, enhanced transport asset utilization, reduced transport costs and time, and in increased satisfaction of employees working within the transport process.

Research limitations/implications

The paper offers a series of propositions that aims to stimulate empirical research and theoretical thinking on this topical subject.

Practical implications

The findings offer valuable insights to transport firms, while providing and improving information quality for transport service planning, vehicle routing and transport control that results in organizational benefits linked to customer service, transport asset utilization, costs, and employee satisfaction. For information to have practical value, firms must use it in those transport operations identified as adding value to the firms' performance.

Originality/value

To the best of the authors' knowledge this is an early attempt to inform firms in the transport industry about the information quality change following from GPS use and its implications for transport operations.

Details

Industrial Management & Data Systems, vol. 112 no. 9
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 30 August 2013

Stephen A. LeMay, Larry Johnson, Zachary Williams and Michael Garver

Driver turnover has plagued the truckload industry in the USA since deregulation in 1980. Turnover in truck load firms averages above 100 percent in good economic times…

Abstract

Purpose

Driver turnover has plagued the truckload industry in the USA since deregulation in 1980. Turnover in truck load firms averages above 100 percent in good economic times and over 40 percent in bad ones, costing the industry billions of dollars. This research sought a best‐fit regression model to show how a firm might control its own turnover.

Design/methodology/approach

The paper distributed a survey questionnaire to 800 truck drivers at a large US truckload motor carrier. The questionnaire included over 50 items with a seven‐point Likert‐type scale from strongly agree to strongly disagree. The paper analyzed 309 usable responses using regression analysis with scaled scores on aspects of a driver's job. The dependent variable was intent to quit (ITQ).

Findings

Research on truck driver turnover has focused on driver attitudes as determinants of ITQ, looking at drivers' attitudes that might lead to higher ITQ and higher turnover. In this research, drivers' attitudes toward top management and dispatchers did not influence ITQ, a surprising result that raises questions and suggests a new direction for research.

Research limitations/implications

This research was conducted in only one firm. Its results may not generalize to all trucking firms, especially not to smaller firms. The method used, however, does generalize. Other firms may use this same approach to identify the causes of turnover in their organizations.

Practical implications

This research demonstrated a method for researching the causes of driver turnover that are practical and accessible to firms of all sizes.

Social implications

This research was conducted in only one firm. Its results may not generalize to all trucking firms, especially not to smaller firms. The method used, however, does generalize. Other firms may use this same approach to identify the causes of turnover in their organizations.

Originality/value

The results of this research suggest that the relationship between drivers and the firm have changed, probably because of the extensive use of new technology. The methods used here will help large trucking firms allocate resources for driver management and retention. They may also help smaller firms understand the implications of investment in sophisticated technology.

Details

International Journal of Commerce and Management, vol. 23 no. 3
Type: Research Article
ISSN: 1056-9219

Keywords

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Book part
Publication date: 17 December 2003

Russell Cropanzano, Howard M Weiss and Steven M Elias

Display rules are formal and informal norms that regulate the expression of workplace emotion. Organizations impose display rules to meet at least three objectives: please…

Abstract

Display rules are formal and informal norms that regulate the expression of workplace emotion. Organizations impose display rules to meet at least three objectives: please customers, maintain internal harmony, and promote employee well-being. Despite these valid intentions, display rules can engender emotional labor, a potentially deleterious phenomenon. We review three mechanisms by which emotional labor can create worker alienation, burnout, stress, and low performance. Though not as widely discussed, emotional labor sometimes has propitious consequences. We discuss the potential benefits of emotional labor as well.

Details

Emotional and Physiological Processes and Positive Intervention Strategies
Type: Book
ISBN: 978-1-84950-238-2

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Article
Publication date: 1 December 2005

Paula C. Morrow, Yoshinori Suzuki, Michael R. Crum, Robert Ruben and Gregory Pautsch

To assess the role of leader‐member exchange (LMX) in affecting voluntary turnover in a high turnover work context.

Abstract

Purpose

To assess the role of leader‐member exchange (LMX) in affecting voluntary turnover in a high turnover work context.

Design/methodology/approach

Following consideration of traditional predictors of employee turnover, how LMX is related to voluntary turnover is examined among 207 over‐the‐road truck drivers using a telephone survey.

Findings

Leader member exchange is found to be nonlinearly related to turnover such that turnover is lowest when LMX is moderate (i.e. both “bad” and “good” LMX are associated with higher levels of turnover).

Research limitations/implications

Findings indicate that LMX and other antecedents should be examined for nonlinear relationships to turnover. This research may help to bridge the gap between turnover research and that associated with supervision and leadership.

Practical implications

These study results suggest that unrealistic expectations should not be formed regarding the power of any single factor (e.g. LMX) to reduce turnover.

Originality/value

This paper suggests that nonlinear relationships between antecedents of turnover and turnover receive fuller consideration.

Details

Journal of Managerial Psychology, vol. 20 no. 8
Type: Research Article
ISSN: 0268-3946

Keywords

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Article
Publication date: 14 March 2017

Sreekanth V.K. and Ram Babu Roy

The purpose of this paper is to apply agent-based modeling and simulation concepts in evaluating different approaches to solve ambulance-dispatching decision problems…

Abstract

Purpose

The purpose of this paper is to apply agent-based modeling and simulation concepts in evaluating different approaches to solve ambulance-dispatching decision problems under bounded rationality. The paper investigates the effect of over-responding, i.e. dispatching ambulances even for doubtful high-risk patients, on the performance of equity constrained emergency medical services.

Design/methodology/approach

Agent-based modeling and simulation was used to evaluate two different dispatching policies: first, a policy based on maximum reward, and second, a policy based on the Markov decision process formulation. Four equity constraints were used: two from the patients’ side and two from the providers’ side.

Findings

The Markov decision process formulation, solved using value iteration method, performed better than the maximum reward method in terms of number of patients served. As the equity constraints conflict with each other, at most three equity constraints could be enforced at a time. The study revealed that it is safe to over-respond if there is uncertainty in the risk level of the patients.

Research limitations/implications

Further research is required to understand the implications of under-responding, where doubtful high-risk patients are denied an ambulance service.

Practical implications

The need for good triage system is apparent as over-responding badly affects the operational budget. The model can be used for evaluating various dispatching policy decisions.

Social implications

Emergency medical services have to ensure efficient and equitable provision of services, from the perception of both patients and service providers.

Originality/value

The paper applies agent-based modeling to equity constrained emergency medical services and highlights findings that are not reported in the existing literature.

Details

Team Performance Management: An International Journal, vol. 23 no. 1/2
Type: Research Article
ISSN: 1352-7592

Keywords

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Article
Publication date: 1 March 2003

Biman Das and Alberto Garcia‐Diaz

The lost time arising from travelling and waiting of the production operators and manufacturing inspectors at the tool and gauge crib counters can be considerable in a…

Abstract

The lost time arising from travelling and waiting of the production operators and manufacturing inspectors at the tool and gauge crib counters can be considerable in a large manufacturing plant. This travelling and waiting time can be eliminated or minimized by consolidating the tool and gauge cribs near the master crib, extending the totebox system and providing a dispatching system. In the proposed system the tools and gauges will be delivered at the workstation by the dispatchers. The new system would improve the utilization of the tool and gauge crib attendant’s time and reduce the tool and gauge inventory. The case problem revealed that a net annual labor cost saving of about $320,600 and a saving of $242,100 from the reduction of tool and gauge inventory could be achieved. The additional floor space requirement would be about 1,700sq. ft and the implementation cost would be about $144,500.

Details

Integrated Manufacturing Systems, vol. 14 no. 2
Type: Research Article
ISSN: 0957-6061

Keywords

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Article
Publication date: 1 October 2000

William E. Youngdahl and Arvinder P.S. Loomba

Value‐added services expand manufacturing organizations’ ability to compete beyond traditional measures of manufacturing competitiveness such as cost, quality…

Abstract

Value‐added services expand manufacturing organizations’ ability to compete beyond traditional measures of manufacturing competitiveness such as cost, quality, flexibility, and delivery. This concept of expanding the roles of factories to include service has received considerable attention and wide acceptance among both researchers and practitioners. For example, recent empirical studies have demonstrated that manufacturing performance, particularly delivery performance can be enhanced through expanded service roles that focus on effective information flows within the company and to external customers. Despite such benefits, the scope of analysis has been limited to individual manufacturing organizations. Given the realities of global competition, practitioners require knowledge that extends beyond individual organizations. The domain of their problems includes the complexities of interactions with multiple stakeholders along global supply chains. The purpose of this paper, therefore, is to extend the concept of the service factory to global supply chains. Specifically, the approach will be to provide a conceptualization of the role of service in global supply chain management that can be used as a starting point for discussion and further research in this area. We provide several propositions and conclude with implications for both researchers and practitioners.

Details

International Journal of Service Industry Management, vol. 11 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

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