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Article
Publication date: 1 December 1998

David A. Collier and Susan M. Meyer

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…

Abstract

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.

Details

International Journal of Operations & Production Management, vol. 18 no. 12
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 17 December 2018

Hannah Vivian Osei, Ahmed Agyapong and Kwame Owusu Kwateng

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

International Journal of Organizational Analysis, vol. 27 no. 3
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 29 January 2021

Thammanoon Charmjuree, Yuosre F. Badir and Umar Safdar

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

European Journal of Innovation Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1460-1060

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Article
Publication date: 4 January 2016

Mauro Leoni, Serafino Corti, Roberto Cavagnola, Olive Healy and Stephen J. Noone

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…

Abstract

Purpose

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).

Design/methodology/approach

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).

Findings

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.

Research limitations/implications

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.

Originality/value

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.

Details

Advances in Mental Health and Intellectual Disabilities, vol. 10 no. 1
Type: Research Article
ISSN: 2044-1282

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Article
Publication date: 5 March 2018

Tammo Straatmann, Janna K. Nolte and Britta J. Seggewiss

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Practical implications

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.

Originality/value

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.

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Article
Publication date: 7 August 2017

Jason Lim Chiu, Nelson C. Bool and Candy Lim Chiu

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…

Abstract

Purpose

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.

Design/methodology/approach

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 HayesProcess 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.

Findings

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.

Originality/value

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.

Details

Asia Pacific Journal of Innovation and Entrepreneurship, vol. 11 no. 2
Type: Research Article
ISSN: 2071-1395

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Article
Publication date: 6 July 2021

Masood Nawaz Kalyar, Fahad Ali and Imran Shafique

This study aims to examine the effect of frontline managers’ green mindfulness on their green creativity directly and through green creative process engagement (GCPE)…

Abstract

Purpose

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.

Design/methodology/approach

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

Findings

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.

Research limitations/implications

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.

Originality/value

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.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 28 April 2020

Seung-Hyun Han, Eunjung Grace Oh and Sung “Pil” Kang

Based on the job characteristics theory (Oldham and Hackman, 2010), the authors highlighted the mediating role of job meaningfulness as a critical psychological state…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

Leadership & Organization Development Journal, vol. 41 no. 4
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 13 February 2017

Laurie Wu, Han Shen, Mimi Li and Qian (Claire) Deng

This study aims to address a novel information sharing phenomenon among many hospitality consumers, that is, sharing information during, rather than weeks after, a…

Abstract

Purpose

This study aims to address a novel information sharing phenomenon among many hospitality consumers, that is, sharing information during, rather than weeks after, a hospitality consumption experience. Specifically, this study tests if including a temporal contiguity cue in a review can significantly enhance the purchase intention of other consumers toward the reviewed business.

Design/methodology/approach

A 2 (personal sense of power) × 2 (temporal contiguity cue: manipulated to be absent vs present) quasi-experiment was conducted in this research. Floodlight analysis with the Johnson–Neyman technique was used to test the interaction effect. HayesPROCESS procedure was used to test the mediation effects.

Findings

The study found that, for powerless consumers, temporal contiguity cue can effectively enhance the perceived trustworthiness of the review and purchase intention toward the reviewed business. Conversely, for powerful consumers, temporal contiguity cue can significantly reduce the perceived trustworthiness of the review and purchase intention toward the business. Mediation test further revealed evidence for the underlying psychological mechanism for these effects.

Originality/value

Revealing the mixed effects of a novel factor, temporal contiguity cue, on consumer responses toward online hospitality reviews, the current research contributes to the expanding stream of theoretical and managerial knowledge on online review management in social media platforms.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 2
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 18 February 2019

Juhi Gahlot Sarkar and Abhigyan Sarkar

The purpose of this paper is to investigate various factors that shape young adult consumers’ smartphone-based service app involvement and their subsequent development of…

Abstract

Purpose

The purpose of this paper is to investigate various factors that shape young adult consumers’ smartphone-based service app involvement and their subsequent development of brand loyalty for the app.

Design/methodology/approach

A survey was conducted to test the hypothesized relationships. The survey data were analyzed using SPSS-based PROCESS macro (Hayes, 2013).

Findings

The study results show that consumer can perceive an app to be largely hedonic or utilitarian, and the perceived app design (hedonic vs utilitarian) impacts consumers’ involvement with a particular service app category. Further, the findings elucidate that the impact of app hedonism on app category involvement is moderated by consumer’s surfing task orientation and the extent to which app arouses their imagination. On the other hand, the impact of app utilitarianism on app involvement is moderated by consumer’s information-seeking task orientation and perceived relevance of the information. Finally, app category involvement predicts loyalty toward a particular brand in the service app category. The effect of app involvement on brand loyalty is moderated by hot and cold brand relationship quality in cases of hedonic and utilitarian apps, respectively.

Originality/value

The value of this research lies in identifying relevant managerially actionable moderators that shape the relationships between perceived dominant app design (hedonic vs utilitarian), app category involvement and app brand loyalty.

Details

Information Technology & People, vol. 32 no. 6
Type: Research Article
ISSN: 0959-3845

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