Search results

The service positioning matrix shows how the desired nature of the customer’s service encounter activity sequence translates into a recommended service system design. The matrix helps managers think about marketing and operations linkages, roles of the customer and service‐provider in creating and delivering services, facility design and process choice, and the different types of management challenges at each position in the matrix. Concepts such as the service encounter activity sequence and the degree of repeatability in the activity sequence are defined and used in the matrix. Examples are given to illustrate the positioning of service entities within the matrix. An empirical evaluation provides statistical support for the logic of the service positioning matrix. The criteria used in the matrix are meaningful to survey participants. Future research directions and issues are discussed.

Interest has been generated for a while in unpacking the “black box” and providing a contingency approach to understanding the effects of human resource management (HRM) practices. This study aims to investigate the possibility that the relationship between human capital development and task performance is mediated by work self-efficacy and work engagement – and that this mediation depends on the degree of perceived investment in employees’ development.

Based on a synthesis of theories –systems, social cognitive and social identity theories – a moderated mediation model is tested using data from 220 academic employees and Heads of Departments from multiple Higher Educational Institutions in Ghana. AMOS and Hayes Conditional Process analysis were used to analyze the data.

The study finds support for a bundle of human capital investments boosting work self-efficacy and motivating work engagement, as well as task performance. Consistent with expectations, the mediation in human capital investments to task performance via work self-efficacy is conditional on the degree of perceived investment in employees’ development.

The study provides the first attempt at studying a conditional process model in human capital development by addressing whether, how and when human capital system functions more or less effectively, and provides knowledge on the “black box” in HRM.

This study is among the very few to examine the firm's simultaneous use of both dimensions of open innovation and its influences on the firm's process innovation performance (PIP). Specifically, the authors consider the relationship between firm's external technology acquisition (ETA) and external technology exploitation (ETE) and examine their direct, indirect and mediating effect on the firm's PIP. The authors also examine the moderating effect of the organizations' unabsorbed slack (UASL) on the relationship between ETA and ETE.

Analyzing data collected from 311 small- and medium-sized software development firms in emerging market; Thailand, we show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP.

The authors show that both ETA and ETE have a positive effect on PIP and that ETE fully mediates the relationship between ETA and PIP. Moreover, the relationship between ETA and ETE is positively moderated by the firms' unabsorbed slack (UASL) and that the influence of ETA on PIP through ETE is stronger under higher unabsorbed slack.

The authors extend the “traditional” performance outcome of outbound dimension of open innovation concept, which focuses exclusively on commercialization and market (Chesbrough, 2003b), by showing that ETE positively influences the firm's PIP. Moreover, the study explains the mechanism through which ETA influence the firm's PIP by proposing that ETE fully mediates the relationship between ETA and PIP.

The purpose of this paper is to present a review on evidence-based intervention concerning the reduction of stress/burnout and the improvement of wellbeing for professionals working with people with intellectual disabilities (IDs).

Theoretical models and literature related to stress reduction are reviewed from a classical cognitive behaviour therapy (CBT) approach up to the novel contribution of the third generation of cognitive-behavioural therapies, with a specific focus on contextual behavioural sciences and acceptance and commitment Therapy (ACT).

Despite the improvement of CBT-based interventions in reducing risk factors for stress and burnout, the limitations of a problem-solving approach when applied to challenging environments like those of direct support to persons with ID, are still large. Interventions based on the core processes and the related techniques of ACT appear to be promising in promoting the well being of paid carers reducing the risk of burnout, and increasing psychological flexibility. Such factors can increase the ability to clarify personal and professional values, as well as the opportunities to act consistently with such values and achieve greater social reinforcement in the work environment.

The limitations of the existing research are presented and discussed. There are several aspects that future research should address in order to promote staff training protocols that could be extensively applied with preventive aims. Organisations could take the available procedures and methodologies and implement these evidence-based practices within existing training.

The research on the application of ACT and third generation of behavioural approaches to the wellbeing and behaviour of staff supporting persons with IDs remains limited. The present paper is the first narrative review on this topic.

This study examines the mechanisms and conditions that influence how transformational leadership affects project success through the lens of social information processing theory.

A dual-stage moderated mediation model was proposed wherein the effect of transformational leadership on project success is mediated by team building, and empowering climate moderates the direct and indirect effects at both the first and second stages. The model was tested based on 370 survey responses of project management practitioners from Pakistan's IT industry. The measurement model was analyzed using confirmatory factor analysis (CFA). Moderated mediation analyses were conducted using Hayes' PROCESS macro.

The findings suggest that team-building partially mediates the effect of transformational leadership on project success. Furthermore, the conditional indirect effect of transformational leadership on project success via team-building is strengthened at both the first and second stages at higher levels of empowerment climate.

It is recommended that project managers and project-intensive organizations should strive to cultivate an empowerment climate to fully realize the beneficial effects of transformational leadership behaviors in enhancing positive team outcomes and, consequently, overall project performance.

This study broadly contributes to the literature on the influence of project managers' leadership styles on project outcomes. Specifically, we elucidate the role of empowerment climate as an important boundary condition that enhances the beneficial effects of transformational leadership. Furthermore, we extend the application of social information processing theory to the context of projects.

With employees’ support of organizational changes being vital for today’s organizations, the purpose of this paper is to enhance the understanding of how organizational commitment is linked to change-supportive intentions. Based on the theory of planned behavior (TPB, Ajzen, 1991), mediated effects of affective organizational commitment were empirically tested to explore the underlying psychological processes.

The study was conducted in the context of a complex change process at a production facility of a large international manufacturing company (n=667). Data from the change survey were analyzed employing Hayes’ (2012) PROCESS macro.

The results showed that organizational commitment relates to change-supportive intentions directly and, as suggested by the TPB, its effects are mediated via change-related attitudes, subjective norms, and perceived behavioral control. Furthermore, results suggest additional effects of change recipients’ age and occupational status.

Employing the TPB offers specific insights for tailored interventions to create conditions facilitating organizational changes. The results indicate that commitment lays the ground for employees’ change reactions. Moreover, the psychological processes suggested by the TPB serve as additional levers for explaining change-supportive intentions.

The study provides valuable information on the relationship between commitment and change-supportive intentions. Specifically, affective organizational commitment is shown to be an important resource in times of change, as it relates to more positive psychological reactions to change.

This paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters’ behavioral intention to use mobile banking.

The study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes’ Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables.

The results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services.

There is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.

This study aims to examine the effect of frontline managers’ green mindfulness on their green creativity directly and through green creative process engagement (GCPE). Furthermore, perceived corporate social responsibility (CSR) moderates the link between green mindfulness and GCPE.

The data were collected from 592 frontline managers from the hospitality industry of Pakistan. The data were analyzed using Hayes’ PROCESS macro.

The findings indicate that green mindfulness has a positive relationship with GCPE and green creativity. Moreover, GCPE mediates the relationship between green mindfulness and green creativity. Perceived CSR also moderates the link between green mindfulness and GCPE. The moderated-mediation effect of perceived CSR is also found to be significant.

The results imply that mindfully green frontline managers’ cognitive resources provide greater attention toward environmental problems and connectedness to nature, which encourages hospitality service firms’ frontline managers’ green creativity.

The novelty of the present study is the development and empirical testing of an integrated framework to investigate that when and how green mindfulness affects green creativity.

This paper explores critical job resources (CRJRs) as predictors of job crafting and sustainable employability. Using job demands-resources (JD-R) theory as a theoretical lens, the authors examine how job crafting mediates CRJR and sustainable employability and whether work uncertainty as a boundary condition further strengthened these associations using moderated mediation approach.

The authors used a cross-sectional time-lagged research design by collecting data from 483 knowledge workers in Pakistan's healthcare and universities, both public and private. The authors used structural equation modeling using AMOS 25.0 software to examine the proposed relationships’ mediation, moderation and moderated-mediation processes, such as Hayes (2018) process models 1,7,14 and 58. In addition, the authors tested a structural model with self-developed estimands instead of using process macros available in SPSS by computing variables.

The results of this study confirmed that CRJR predicts job crafting and employees' sustainable employability. Furthermore, comprehensive testing suggested that mediation of job crafting between CRJR and sustainable employability further strengthened in the presence of a boundary condition of work uncertainty.

The study uncovers CRJR (job, organizational, social and relational) as a predictor of job crafting. The authors suggest that job design integrating CRJR helps organizations and managers promote job crafting and make employees responsible for their sustainable employability. The proposed CRJR has not been used as a predictor of job crafting, and no such study tested CRJR as a predictor of sustainable employability. The authors made comprehensive testing to examine the boundary condition of work uncertainty while examining the CRJR and sustainable employability relations via job crafting.

Based on the job characteristics theory (Oldham and Hackman, 2010), the authors highlighted the mediating role of job meaningfulness as a critical psychological state. Employees' positive perception of job meaningfulness could maximize organizational positive outcomes based on task orientation and trustful relationship-based satisfying behaviors. The purpose of this paper is to examine the structural relations among transformational leadership, job characteristics, job meaningfulness and task-related job performance. The conceptual model of this paper is developed based on the theoretical foundations for assessing mediating and moderating path relations among the exogenous and endogenous variables.

Based on the research questions with literature review, the research framework was developed to show the moderated mediating mechanism of the link between transformational leadership and in-role performance. Data analyses for hypothesis testing were conducted by Hayes' PROCESS macro-based hierarchical regression.

Understanding how organizations can optimally design a job based on job characteristics and helping employees maintain psychological states having meaningfulness and responsibility for outcomes are critical. This paper calls attention to how job characteristics and an individual's meaningfulness of work embedded in a given job play a role in influencing job performance.

This study provides a snapshot for examining the job characteristic model on the link between leadership and job performance. By using process analysis (Hayes, 2013), this study examined the moderating role of job characteristics and mediating role of meaningfulness at work in the link of leadership–performance.