Search results

1 – 10 of 37
To view the access options for this content please click here
Article
Publication date: 7 June 2021

Teresa Proenca and Helena Rodrigues

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze…

Abstract

Purpose

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal.

Design/methodology/approach

Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools.

Findings

SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS.

Practical implications

This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS.

Originality/value

This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

Objetivo

O setor dos call centers é grande e está em crescimento em todo o mundo, enfrentando importantes desafios de Gestão de Recursos Humanos (GRH) e de Serviços. O objetivo principal deste estudo é analisar o impacto do empoderamento estrutural (EE) e do empoderamento psicológico (EP) na satisfação do cliente (SC) através da satisfação no trabalho (ST) dos colaboradores de um call center em Portugal.

Desenho/Metodologia

Os dados foram recolhidos por meio de um questionário entregue pessoalmente a 267 funcionários do call center de uma empresa de telecomunicações. Esses dados foram ligados aos dados fornecidos pela empresa em relação à satisfação do cliente para cada colaborador, utilizando o net promoter score. A análise fatorial confirmatória e a modelagem de equações estruturais foram utilizadas como ferramentas analíticas.

Resultados

O EE afeta o EP e ambos têm um impacto positivo na ST. O empoderamento impacta a SC: i) o EE afeta positivamente a SC mediada por o EP; ii) o EP afeta a SC mediado pela ST.

Implicações práticas

Este estudo enfatiza a importância do uso de práticas organizacionais de EE em call centers para atingir dois resultados organizacionais importantes: a ST do funcionário e a SC.

Originalidade/Valor

Este estudo testa um modelo processual envolvendo dois domínios, a gestão de recursos humanos (lado do funcionário) e a entrega de serviços (lado do cliente) no contexto de call centers, que tradicionalmente são tratados separadamente. O estudo ajuda a entender como as políticas de GRH estão conectadas à SC. Embora algumas dessas relações tenham sido estudadas separadamente em diferentes contextos, a pesquisa oferece um forte desenho metodológico ao vincular as perceções dos funcionários sobre o empoderamento com os dados fornecidos pela empresa sobre a satisfação do cliente.

Objetivo

El sector de los centros de llamadas es grande y está creciendo en todo el mundo, y se enfrenta a importantes desafíos de gestión de recursos humanos y servicios. El objetivo principal de este estudio es analizar el impacto del empoderamiento estructural (EE) y el empoderamiento psicológico (EP) en la satisfacción del cliente (SC) a través de la satisfacción laboral (SL) de los empleados de un centro de llamadas en Portugal.

Diseño/Metodología

Los datos fueron recolectados mediante una encuesta entregada personalmente a 267 empleados en el centro de llamadas de una empresa de telecomunicaciones. Estos datos se vincularon a los datos proporcionados por la empresa en relación con la satisfacción del cliente de cada empleado, utilizando el net promotor score. El análisis factorial confirmatoria y el modelado de ecuaciones estructurales se utilizaron como herramientas analíticas.

Resultados

El EE afecta el EP y ambas tienen un impacto positivo en la SL. El empoderamiento impacta el SC: i) EE afecta positivamente el SC mediado por el EP; ii) El EP afecta a la SC mediada por la SL.

Implicaciones practices

Este estudio enfatiza la importancia de utilizar prácticas organizacionales de EE en los centros de llamadas para lograr dos importantes resultados organizacionales: la SL del empleado y la SC.

Originalidad/Valor

Este estudio prueba un modelo de proceso que involucra dos dominios, la gestión de recursos humanos (lado del empleado) y la prestación de servicios (lado del cliente) en el contexto de los centros de llamadas, que tradicionalmente se tratan por separado. El estudio ayuda a comprender cómo las políticas de recursos humanos están conectadas a SC. Aunque algunas de estas relaciones se han estudiado por separado en diferentes contextos, la investigación ofrece un sólido diseño metodológico al vincular las percepciones de empoderamiento de los empleados con los datos proporcionados por la empresa sobre la satisfacción del cliente.

To view the access options for this content please click here
Article
Publication date: 2 December 2019

Ana Brochado, Mike Troilo, Helena Rodrigues and Fernando Oliveira-Brochado

The purpose of this study sought to identify the main themes linked with wine hotel experiences, based on tourists’ narratives shared online, and to investigate whether…

Abstract

Purpose

The purpose of this study sought to identify the main themes linked with wine hotel experiences, based on tourists’ narratives shared online, and to investigate whether these narratives vary according to traveler type.

Design/methodology/approach

Content analysis was carried out on 4,114 online reviews of 52 wine hotels located in 27 wine regions across 11 nations in both the Old and New World.

Findings

The analysis of these web reviews revealed that narratives can be grouped under 11 themes organized into 7 main dimensions as follows: wine, lodging (i.e. hotel, area and room), food service (i.e. restaurant and breakfast), scenery (i.e. views and vineyards), staff, transportation and recommendation. The main narratives vary according to traveler type.

Practical implications

Improving the present understanding of wine tourists’ experiences should help wine hotel managers find new approaches to enhancing visitors’ satisfaction. As the dimensions of wine tourism experiences shared online vary according to traveler type, wine managers can design their offer to target families, couples, friends, solo and corporate clients.

Originality/value

Prior research has identified the need for market segmentation in the wine tourism industry. This research addresses this need by specifying the wine tourism experience according to traveler type. The breadth of the data, and the method of using travelers’ own testimony as opposed to more common surveying are additional contributions for both academics and managers.

To view the access options for this content please click here
Article
Publication date: 12 March 2018

Ana Isabel Torres, Silvana Santos Ferraz and Helena Santos-Rodrigues

The purpose of this paper is to empirically test the relations among different knowledge management (KM) factors, such as human capital (HC), processes and information…

Abstract

Purpose

The purpose of this paper is to empirically test the relations among different knowledge management (KM) factors, such as human capital (HC), processes and information systems (IS) on organizational sustainable competitive advantage (CA), within the SMEs context.

Design/methodology/approach

Structured questionnaires were distributed to CEOs and managers of Portuguese organizations through an electronic survey. Partial least squares software was utilized to analyze the data.

Findings

The measurement model results identify and validate the dimensions of HC, processes and IS representing the KM construct. The structural model results demonstrate that HC and processes have a direct and significant impact on organizational CA, on the customer and financial dimensions, respectively. IS indirectly and significantly influence organizational CA, mediated by HC and processes.

Research limitations/implications

The sample size includes mostly service business and SMEs. Other organizations sectors, such as industry, should be analyzed in order to develop a comparative cross-sectorial study.

Practical implications

This study establishes suggestions for managers to make legitimate decisions concerning investments on knowledge assets and organizational capabilities that can foster business growth and sustainable CA within a SMEs context.

Originality/value

The authors propose a mediation mechanism showing that the relationship between IS and sustainable CA is not direct, but it is mediated by HC and processes. This mechanism points out some critical issues for the strategic knowledge and intellectual capital assets, as a source of organizational CA.

Details

Journal of Intellectual Capital, vol. 19 no. 2
Type: Research Article
ISSN: 1469-1930

Keywords

To view the access options for this content please click here
Article
Publication date: 14 March 2015

Helena Santos-Rodrigues, Praveen Gupta and Robert Carlson

This study proposes a model to analyze the relationship between leadership, intellectual capital (human, structural, and relational), and their contribution to economic…

Abstract

This study proposes a model to analyze the relationship between leadership, intellectual capital (human, structural, and relational), and their contribution to economic renewal. The study contributes to the literature and higher education institution (HEI) management, by examining empirically and in greater depth, the antecedents and determinants of this problem. This study applies variance-based structural equation modeling, using partial least square on a sample of 195 academics from 52 countries. The results show that leadership has a positive and direct impact on human, structural, and relational capital, and that human capital has positive and direct impact on the structural and relational capital of the studied HEIs. Hence, we found that only the structural and relational capital of the HEIs have positive and direct impact on the contribution to economic renewal.

Details

International Journal of Innovation Science, vol. 7 no. 1
Type: Research Article
ISSN: 1757-2223

To view the access options for this content please click here
Article
Publication date: 16 July 2018

Caroline Rodrigues Vaz, Paulo Mauricio Selig and Claudia Viviane Viegas

The purpose of this paper is to propose a model to evaluate the degree of intellectual capital (IC) maturity into organizations.

Abstract

Purpose

The purpose of this paper is to propose a model to evaluate the degree of intellectual capital (IC) maturity into organizations.

Design/methodology/approach

This is a qualitative, applied research designed as an exploratory and descriptive investigation. It employs a case study to apply the intellectual capital maturity model, which is developed from the literature review. The Proknow-C method of systematic literature review is the procedure adopted for the literature review in Scopus, Science Direct and Web of Science databases. In total, 21 IC constructs were derived from such review and assessed by 18 reviewers (judges).

Findings

In the scientific literature, IC is mainly viewed as a resource or set of resources an organization for the creation of competitive advantage and value. Using the information gathered about different views on IC, this study proposes a construction of the theoretical model, based on the models of the capability maturity model–Software Engineering Institute and Asian Productivity Organization–Knowledge Management, the management model and the application protocol.

Practical implications

This research offers view on the nature of the concept of IC showing (IC) as a business asset through maturity scale. The analysis of the concept of IC is focused at organizational and dimensional levels.

Originality/value

This study contributes to the further development of the concept of IC regarding its measurement in organizations through the maturity scale.

Details

Journal of Intellectual Capital, vol. 20 no. 2
Type: Research Article
ISSN: 1469-1930

Keywords

To view the access options for this content please click here
Article
Publication date: 7 April 2020

Helena Costa Oliveira, Lúcia Lima Rodrigues and Russell Craig

We explore the relationship between the balanced scorecard (BSC) and neo-bureaucracy by investigating whether the operationalization of the BSC incorporates…

Abstract

Purpose

We explore the relationship between the balanced scorecard (BSC) and neo-bureaucracy by investigating whether the operationalization of the BSC incorporates “neo-bureaucratic” ideas and whether the BSC implemented in a Portuguese Local Health Unit (LHU) demonstrates a neo-bureaucratic approach.

Design/methodology/approach

We conduct semi-structured interviews with LHU staff and analyse documents to assess whether features of bureaucratic organization were evident in the use of a BSC by the LHU.

Findings

We found nine bureaucratic features evident in the LHU's BSC. These were systematization, rationality, authority, jurisdiction, professional qualification, knowledge, discipline, transparency and accountability. The BSC used at the LHU demonstrated a neo-bureaucratic approach.

Originality/value

Our study helps to demystify bureaucracy and overcome prevailing prejudices regarding some of its principles. Health care managers should recognize and endorse neo-bureaucratic principles in developing a BSC. They should recognize the BSC as involving a neo-bureaucratic approach. The BSC is a valuable management tool that hospital managers should find useful in fostering flexibility, collaboration, innovation and adaptation – all of which should help lead to improved healthcare outcomes.

Details

International Journal of Health Care Quality Assurance, vol. 33 no. 3
Type: Research Article
ISSN: 0952-6862

Keywords

To view the access options for this content please click here
Article
Publication date: 12 June 2017

Marta Helena de Freitas and Benedito Rodrigues dos Santos

The purpose of this paper is to address the relations between religiosity and mental health (MH) among the immigrants living in Brasília, as per the perceptions of MH…

Abstract

Purpose

The purpose of this paper is to address the relations between religiosity and mental health (MH) among the immigrants living in Brasília, as per the perceptions of MH service professionals.

Design/methodology/approach

It is grounded in empirical qualitative research based on semi-structured interviews with 12 professionals – six psychiatrists and six psychologists working in MH services throughout Brasília. The experiences and perceptions of these professionals were analysed in the light of phenomenological assumptions, and temporally situated in the historical context of the construction of Brazil’s capital city.

Findings

Results show that these professionals recognize the importance of immigrant support services paying attention to issues of religiosity connected to those of MH, in spite of never having received training on the theme in their qualification course work. They are critical of the oppressive aspects of some religions, but recognize the predominance of positive effects of religiosity.

Research limitations/implications

Albeit exploratory by nature, and with a limited number of study subjects, the study opens the way for more in-depth investigations of this rarely addressed MH issue and recommends its application to greater numbers of professionals and other contexts.

Practical implications

The results can contribute to the MH policy decision-making processes for the immigrant population in Brasília and also for training the professionals working in providing care for this population.

Social implications

To contribute to the development of a new MH model in which professionals can adopt a more open posture in regard to the traditional pathologizing models used to address the question of religious phenomena.

Originality/value

Albeit exploratory in nature, this study makes a contribution by opening the way for the issue of religiosity and its impacts on MH to become the object of more in-depth investigations conducted from a multidisciplinary and interdisciplinary perspective, targeting greater numbers of MH professionals and extended to other internal and external migratory contexts.

Details

International Journal of Migration, Health and Social Care, vol. 13 no. 2
Type: Research Article
ISSN: 1747-9894

Keywords

To view the access options for this content please click here
Article
Publication date: 7 April 2021

Elisabete Correia, Susana Garrido and Helena Carvalho

The study aims to improve the understanding of the online sustainability disclosure phenomena considering the quantity and nature of the content of the information related…

Abstract

Purpose

The study aims to improve the understanding of the online sustainability disclosure phenomena considering the quantity and nature of the content of the information related to sustainability disclosed in the corporate website of companies, providing evidence about the website sustainability disclosure of different size companies and characterizing the website sustainability disclosure of the Portuguese mold companies.

Design/methodology/approach

A content analysis methodology was used to the corporate websites of 83 companies in the sample. A direct approach was followed where the researcher is asked to read and classify the text in a previously defined category, but where the possibility of identifying new categories from the collected data is not excluded.

Findings

The information on sustainability disclosed by the mold companies is limited, whether in quantity or concerning the type of information. The information disclosed about environmental and social aspects is scarcer, being the focus more on aspects related to the economic dimension of sustainability, particularly in the areas related to products and services and customers.

Research limitations/implications

The research design can be broadened to include other sustainability dissemination tools and other research methodologies, such as case studies, to provide a deeper understanding of the concerns and initiatives/practices of sustainability of mold companies.

Practical implications

This study contributes to the knowledge of sustainability dissemination practices in SMEs, an area of research that needs to be more explored and, in an industrial sector (molds) that have not received much attention in this area.

Originality/value

Based on the premise of the importance of corporate sustainability communication, the study focuses on the Internet as an information dissemination tool. It provides indications on the theme and information type that can be used to report the company's sustainability.

Details

Corporate Communications: An International Journal, vol. 26 no. 3
Type: Research Article
ISSN: 1356-3289

Keywords

To view the access options for this content please click here
Article
Publication date: 3 June 2019

Luiza Helena da Silva Martins, João Moreira Neto, Paulo Weslem Portal Gomes, Ana Vânia Carvalho, Antônio Manoel da Cruz Rodrigues and Alessandra Santos Lopes

The purpose of this paper is to use Amazon River shrimp meal and cassava flour as the raw materials for the production of an extruded product. Both these raw materials are…

Abstract

Purpose

The purpose of this paper is to use Amazon River shrimp meal and cassava flour as the raw materials for the production of an extruded product. Both these raw materials are highly consumed foods in the northern region of Brazil, but are not processed industrially, only being used for local consumption and there is little in the literature concerning their use.

Design/methodology/approach

The study was carried out using a full 23 factorial central composite rotational experimental design with three independent variables, which were shrimp meal; feed moisture content and temperature, with four replicates at the central point and six axial points. The dependent variables were: expansion index (EI), bulk density (BD) and specific length (SL). The principal component analysis (PCA) was applied for the sensory analysis.

Findings

Almost all the parameters studied had a significant influence (p<0.10) on the responses analysed. The product was well accepted by 78.11 per cent of the volunteers. Increases in the shrimp meal and feed moisture contents strongly influenced the physical analyses (EI, BD and SL) of the extruded product. In the application of the PCA for the sensory analysis, the influence of the variables aroma, appearance and purchase intention corresponded to PC1, and that of the variables flavour, texture, global acceptance and colour to PC2.

Social implications

The development of a product based on animal protein which is more available than common snacks, as a way of reducing the negative environmental impact caused by the disposal of Macrobrachium amazonicum, which is considered as accompanying fauna to artisan fishery.

Originality/value

The originality of this paper lies in the quest for the development and/or application of technologies that allow for the use of raw materials from the Amazon as a way of aggregating value to the existing wealth of this region.

Details

British Food Journal, vol. 121 no. 4
Type: Research Article
ISSN: 0007-070X

Keywords

To view the access options for this content please click here
Article
Publication date: 30 November 2018

Helena M. de Klerk, Madelein Kearns and Mike Redwood

The purpose of this paper to report on the role of luxury value perceptions and ethical concerns in consumers’ environmentally significant behaviour and purchase intent…

Abstract

Purpose

The purpose of this paper to report on the role of luxury value perceptions and ethical concerns in consumers’ environmentally significant behaviour and purchase intent for genuine leather products.

Design/methodology/approach

Non-probability sampling was done and 429 South African males and females, aged 26 years and older and who fell in a household income bracket that allowed them to purchase genuine leather products, completed a structured questionnaire during September 2016.

Findings

The study determined that South African consumers’ strong functional and individual luxury value perceptions drive their above-average purchase intent for genuine leather products. Strong individual value perceptions correlated negatively with their purchase intent. Respondents’ expressed strong ethical concerns but almost never participate in environmentally significant behaviour.

Research limitations/implications

Findings have implications for the leather industry and retailers and brands who would like to enter the South African luxury leather market. Due to the sampling method, findings can, however, not been generalised to the total population.

Practical implications

The leather industry and leather brands should market themselves with the message that the highest pro-environmental and ethical standards have been maintained and that their products should therefore fulfil important individual and functional value perceptions.

Originality/value

This study was the first of its kind about the multi-cultural South African leather market’s luxury value perceptions, ethical concerns and environmentally significant behaviour.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

1 – 10 of 37