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Article
Publication date: 9 May 2020

Jing Jiang, Yanan Dong, Bin Li, Huimin Gu and Larry Yu

Applying affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in…

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Abstract

Purpose

Applying affect-as-information theory, this research analyzed the relationship of leader affective presence and employee proactive customer service performance (PCSP) in hospitality organizations. It further explored when and how leader affective presence influenced employee PCSP.

Design/methodology/approach

Taking a sample of 110 teams with 361 pairs of leaders and employees in Chinese hotels, a moderated mediation model was tested across individual and team levels using hierarchical linear modeling.

Findings

This study found that leader positive affective presence (LPAP) had a positive effect on employee PCSP, whereas leader negative affective presence (LNAP) had a negative effect on employee PCSP. Employee prosocial motivation mediated the relationship between leader affective presence and employee PCSP. The employee power distance value weakened the LNAP–employee prosocial motivation relationship, which subsequently mitigated the negative indirect effect of LNAP on employee PCSP through employee prosocial motivation.

Research limitations/implications

The sample was drawn from one hotel group in China, which may limit external validity.

Practical implications

Hospitality organizations should emphasize the affective traits of leaders in employee initiatives. Leader affective presence should be considered during recruitment and promotion. Management should pay more attention to employee emotional management and value alignment.

Originality/value

The findings provide deeper insight into the role of LPAP and LNAP in influencing employees’ PCSP. It sheds new light on the mechanisms and conditions through which leader affective presence might heighten or hinder employee PCSP.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 2 May 2023

Jing Jiang, Yuan Yuan, Yanan Dong and Huijuan Dong

This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service…

Abstract

Purpose

This study aims to examine the joint impact of customer mistreatment (external stressor) and team performance pressure (internal stressor) on employees’ proactive customer service performance (PCSP) using the stressor-emotion model.

Design/methodology/approach

The sample consisted of 220 employees and 54 branch leaders from a large restaurant chain in China. This study conducted a multi-time and multi-source design study using Mplus 7.4 to examine the hypotheses.

Findings

Customer mistreatment has a positive effect on employees’ emotional exhaustion, which further reduces PCSP. Team performance pressure strengthens the dysfunctional effect of customer mistreatment on emotional exhaustion, whereas leaders’ positive affective presence mitigates the negative relationship between emotional exhaustion and PCSP.

Originality/value

This study investigates how internal and external stressors jointly affect employees’ PCSP. Thus, it provides a comprehensive perspective of employee stress management and active service management for organization managers.

研究目的

基于压力源-情绪模型, 本研究旨在了解客户不当对待(外部压力源)和团队绩效压力(内部压力源)如何共同影响员工的主动对客服务绩效。

设计/方法/方法

我们的样本来自中国一家大型连锁餐厅的220名员工和54名分店负责人。我们进行了多时间和多来源设计, 并采用Mplus 7.4检验所有假设。

研究结果

客户不当对待会导致员工情绪衰竭, 进而降低主动对客服务绩效。团队绩效压力加强了客户不当对待对员工情绪衰竭的消极影响,而领导者积极情感体现可以减弱员工情绪衰竭对其员工主动对客服务绩效的负面影响。

原创性

本文的贡献是全面探讨内部和外部压力源如何共同影响员工的主动对客服务绩效, 从而为组织管理者提供一个更全面的员工压力管理和主动服务管理的视角。

Objetivo

Este estudio examina el impacto conjunto de los abusos de los clientez (estresor externo) y la presión sobre el rendimiento del equipo (estresor interno) en el rendimiento proactivo del servicio al cliente (PCSP) de los empleados utilizando el modelo estresor-emoción.

Diseño/metodología/enfoque

Nuestra muestra está formada por 220 empleados y 54 jefes de establecimientos pertenecientes a una gran cadena de restaurantes de China. Realizamos un diseño multitemporal y multifuente con Mplus 7.4 para examinar todas las hipótesis.

Resultados

Los abusos de los clientes tienen un efecto positivo sobre el agotamiento emocional de los empleados, lo que reduce aún más la PCSP. La presión sobre el rendimiento del equipo refuerza el efecto disfuncional del abuso de los clientes sobre el agotamiento emocional, mientras que la presencia afectiva positiva de los líderes mitiga la relación negativa entre el agotamiento emocional y la PCSP.

Originalidad/valor

Este artículo contribuye a investigar cómo los factores estresantes internos y externos afectan conjuntamente a la PCSP de los empleados. Proporciona una perspectiva más completa de la gestión del estrés de los empleados y de la gestión activa de los servicios para los directivos de las organizaciones.

Article
Publication date: 23 February 2024

Jing Jiang, Huijuan Dong, Yanan Dong, Huimin Gu and Yina Lv

This study aims to use event system theory and job demands–resources (JD-R) model to examine the double-edged sword effect of event strength of Beijing Winter Olympics (BWO) on…

Abstract

Purpose

This study aims to use event system theory and job demands–resources (JD-R) model to examine the double-edged sword effect of event strength of Beijing Winter Olympics (BWO) on volunteers’ in-role performance and proactive behavior as mediated by work overload and meaningfulness.

Design/methodology/approach

The sample included 193 volunteer–leader dyads working at one BWO venue. The authors conducted a multitime and multisource study using Mplus 8 to examine the hypotheses.

Findings

Volunteers’ perceived BWO event strength was positively related to work overload, which reduced in-role performance and proactive behavior. Volunteers’ perceived BWO event strength was also positively related to work meaningfulness, which promoted in-role performance and proactive behavior. Perceived organizational support served as a moderator by mitigating the positive relationship between perceived BWO event strength and work overload; however, it did not strengthen the positive relationship between perceived BWO event strength and work meaningfulness.

Originality/value

This study developed a comprehensive model of how BWO event strength affected volunteers’ performance from the perspective of event system theory and the JD-R model, which enriches theoretical application and research in the context of mega sport events.

研究目的

本研究运用事件系统理论和工作需求-资源(JD-R)模型, 探讨了2022年北京冬奥会(BWO)事件强度通过工作负荷和工作意义感知进而对志愿者角色内绩效和主动性行为的双刃剑效应。

研究设计

我们在冬奥会场所之一实施了多时点、多来源的收集数据的方式, 最终样本包括193份志愿者-领导配对数据, 并使用Mplus 8来检验我们的假设。

研究发现

志愿者感知的BWO事件强度与工作负荷呈正相关, 进而会降低他们的角色内绩效和主动性行为。志愿者感知的BWO事件强度与工作意义感也呈正相关, 进而会促进他们的角色内绩效和主动性行为。感知的组织支持通过弱化BWO事件强度与工作负荷之间的正相关关系, 进而调节了志愿者的角色内绩效和主动性行为; 然而, 感知的组织支持并没有强化BWO事件强度与工作意义感之间的正相关关系。

原创性

本研究结合事件系统理论和JD-R模型, 发展了一个BWO事件强度对志愿者绩效表现影响的综合模型, 丰富了有关大型体育赛事志愿者的理论应用和研究。

Objetivo

Este estudio utiliza la teoría del sistema de eventos y el modelo de demandas de trabajo-recursos (JD-R) para examinar el efecto de doble filo de la fuerza del evento de los Juegos Olímpicos de Invierno de Pekín (BWO) sobre el rendimiento en el rol y el comportamiento proactivo de los voluntarios, mediado por la sobrecarga laboral y la significatividad del trabajo.

Diseño/metodología/enfoque

Nuestra muestra incluyó 193 díadas de voluntarios-líderes que trabajaban en una sede de BWO. Realizamos un estudio multitemporal y multifuente utilizando Mplus 8 para examinar nuestras hipótesis.

Resultados

La intensidad percibida por los voluntarios en los eventos de BWO también se relacionó positivamente con la significación del trabajo, que promovió el rendimiento en el rol y el comportamiento proactivo. Además, el apoyo organizativo percibido sirvió como moderador al mitigar la relación positiva entre la intensidad percibida del evento BWO y la sobrecarga de trabajo; sin embargo, no reforzó la relación positiva entre la intensidad percibida del evento BWO y la significatividad del trabajo.

Originalidad/valor

Este estudio desarrolló un modelo integral de cómo la fuerza del evento BWO afectaba al rendimiento de los voluntarios desde la perspectiva de la teoría del sistema de eventos y el modelo JD-R, lo que enriquece la aplicación teórica y la investigación en el contexto de los megaeventos deportivos.

Article
Publication date: 13 February 2017

Jing Jiang

This paper aims to provide evidence that market efficiency varies greatly across individual stock, and across market exchanges.

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Abstract

Purpose

This paper aims to provide evidence that market efficiency varies greatly across individual stock, and across market exchanges.

Design/methodology/approach

Three approaches, partial adjustment model, Dimson beta model and variance ratio test, are used on a large sample of US stocks.

Findings

This paper finds prices are closer to random walk benchmarks (i.e. more efficient) for stocks with better liquidity provision, frequent trading, greater return volatility, higher prices, larger market capitalizations and smaller trade sizes. These findings suggest that liquidity stimulates arbitrage activity, which, in turn, enhances market efficiency. Market efficiency also varies with information environment. The results show that stocks with greater information-based trading exhibit higher level of efficiency. Finally, market structure influences market efficiency. New York Stock Exchange stocks achieve higher level of efficiency than NASDAQ stocks do. The empirical results are robust and not driven by differences in stock attributes between the two markets.

Research limitations/implications

Overall, these results indicate that liquidity provision, stock attributes and market structure exert a significant impact on the realization of market efficiency.

Practical implications

In addition, this paper is also relevant to both stock exchanges facing increased competition and to market regulators.

Originality/value

Prior studies offer little evidence on the speed at which new information is impounded into the price. There is also limited evidence regarding how liquidity provision and market structure affect market efficiency. Using a transformation of the speed of price adjustment and other measurements as proxies for individual stock efficiency, this study may shed further lights on our understanding of market efficiency.

Details

Review of Accounting and Finance, vol. 16 no. 1
Type: Research Article
ISSN: 1475-7702

Keywords

Article
Publication date: 8 September 2020

Yafeng Fan, Jing Jiang and Zuohao Hu

In daily life, consumers usually experience economic limitations on their consumption, which in turn results in experiencing financial constraints. The purpose of this article is…

Abstract

Purpose

In daily life, consumers usually experience economic limitations on their consumption, which in turn results in experiencing financial constraints. The purpose of this article is to examine how feeling financially constrained influences variety seeking in consumption.

Design/methodology/approach

The authors conducted three experiments to test the proposed hypotheses by applying multiple methods of manipulation of financial constraints and different measures of variety seeking.

Findings

The authors found that feeling financially constrained increases consumers’ insecurity, which in turn decreases their variety-seeking behavior. Additionally, the authors noted that individuals’ positive illusion could moderate the aforementioned effect. The negative effect of financial constraints on variety seeking only existed among consumers with a low positive illusion.

Practical implications

The findings in this article could help marketers attain a better understanding of consumers’ choices under financial constraints and could help retailers optimize their product lines and distribution.

Originality/value

This research marks the first attempt to examine the relationship between financial constraint and variety seeking. The findings make for a valuable addition to both the financial constraint and variety-seeking literature reviews. The research study also extends the literature on how insecurity and positive illusion influence individuals’ decisions in the consumption context.

Details

Journal of Contemporary Marketing Science, vol. 3 no. 2
Type: Research Article
ISSN: 2516-7480

Keywords

Article
Publication date: 27 March 2024

Jing Jiang

This study argues that online user comments on social media platforms provide feedback and evaluation functions. These functions can provide services for the relevant departments…

Abstract

Purpose

This study argues that online user comments on social media platforms provide feedback and evaluation functions. These functions can provide services for the relevant departments of organizations or institutions to formulate corresponding public opinion response strategies.

Design/methodology/approach

This study considers Chinese universities’ public opinion events on the Weibo platform as the research object. It collects online comments on Chinese universities’ network public opinion governance strategy texts on Weibo, constructs the sentiment index based on sentiment analysis and evaluates the effectiveness of the network public opinion governance strategy adopted by university officials.

Findings

This study found the following: First, a complete information release process can effectively improve the effect of public opinion governance strategies. Second, the effect of network public opinion governance strategies was significantly influenced by the type of public opinion event. Finally, the effect of public opinion governance strategies is closely related to the severity of punishment for the subjects involved.

Research limitations/implications

The theoretical contribution of this study lies in the application of image repair theory and strategies in the field of network public opinion governance, which further broadens the scope of the application of image repair theory and strategies.

Originality/value

This study expands online user comment research to network public opinion governance and provides a quantitative method for evaluating the effect of governance strategies.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-05-2022-0269

Details

Online Information Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 11 November 2019

Yinghao Wu and Jing Jiang

The purpose of this paper is to take the perspective of repairing the negative effect of social exclusion, discussing how anthropomorphized brand role (partner vs servant…

Abstract

Purpose

The purpose of this paper is to take the perspective of repairing the negative effect of social exclusion, discussing how anthropomorphized brand role (partner vs servant) releases the negative effect of social exclusion.

Design/methodology/approach

In this research, two behavioral studies are conducted. Study 1 uses a one-factor (social exclusion vs social inclusion) between-subjects design. The purpose of Study 1 is to test the effect of social exclusion on consumers’ WTP for the anthropomorphized brand (H1). Study 2 uses a 2 (self-esteem (SE): high vs low) × 2 (anthropomorphized brand role: servant vs partner) between-subjects design. The aim of Study 2 is to investigate that after being socially excluded, how anthropomorphized brand roles (servant vs partner) and SE interactively release individuals’ negative feelings (H2a and H2b) and how the need for control recovery mediates this interaction effect (H3).

Findings

This study proposes that when individuals are socially excluded, they are willing to pay more for anthropomorphized brands than those who are not because anthropomorphized brands provide a quasi-social relationship. This study further posits that socially excluded consumers prefer the different role of anthropomorphized brands, given a different level of SE to meet their needs for control recovery. High self-esteem (HSE) (vs low self-esteem (LSE)) consumers are willing to pay more for a servant-like brand because such brands help them recover from low control by regaining a master role. In contrast, HSE and LSE consumers have no significant differences in WTP for a partner-like brand.

Originality/value

Few research studies have discussed how social exclusion influences individuals’ WTP. To fill this gap, the authors used WTP as the dependent variable, showing that after being socially excluded, individuals tend to pay a higher price for the anthropomorphized brand. Also, the research not only adds a contribution to research on the need for control recovery but also indicates how HSE vs LSE individuals behave differently in socially excluded contexts.

Details

Journal of Contemporary Marketing Science, vol. 2 no. 3
Type: Research Article
ISSN: 2516-7480

Keywords

Article
Publication date: 29 March 2024

Jing Jiang, Huijuan Dong, Yanan Dong, Yuan Yuan and Xingyong Tu

Although employee overqualification is a common occurrence in the workplace, most research has focused on overqualification at the individual level rather than at the team level…

Abstract

Purpose

Although employee overqualification is a common occurrence in the workplace, most research has focused on overqualification at the individual level rather than at the team level. Drawing on social cognitive theory, this study aimed to uncover how leaders' perception of team overqualification influenced their cognition and follow-up behavior.

Design/methodology/approach

We performed two studies to test our model. In Study 1, we conducted an experiment to examine the causal relationship between leaders' perception of team overqualification and leadership self-efficacy. In Study 2, a two-wave field study was conducted to test the overall model based on a sample obtained from a steel company in China.

Findings

We found that leaders' perception of team overqualification reduced leadership self-efficacy, which in turn hindered leaders' empowering behavior. In addition, leaders' social face consciousness strengthened the negative relationship between leaders' perception of team overqualification and leadership self-efficacy, such that the relationship was more negative when leaders' social face consciousness was high rather than low.

Originality/value

Our study contributes to the literature on employee overqualification and its effects on leaders through investigation at the team level to show how leaders respond to overqualified teams.

Details

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

Keywords

Article
Publication date: 11 January 2013

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

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Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

The issue of advertising standardization is of increasing importance for international marketers in the era of global marketing and branding. In their study, Jiang and Wei show that the majority of the MNCs in their sample standardized the creative strategy for the sake of having a unified voice or a consistent branding effect. This outlines a trend of the “one‐creative, multiple‐execution” strategy gaining momentum in international advertising.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to digest format.

Article
Publication date: 26 October 2012

Jing Jiang and Ran Wei

The purpose of this research is to study creative strategy and execution as opposed to all elements of marketing and advertising standardization. It explores the standardization…

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Abstract

Purpose

The purpose of this research is to study creative strategy and execution as opposed to all elements of marketing and advertising standardization. It explores the standardization model (e.g. global, glocal, local, and single case strategy) by examining the international advertising strategies that multinational corporations (MNCs) from North America, Europe, and Asia used in their advertising campaigns targeting two culturally different markets: the United States and China.

Design/methodology/approach

A content analysis of 210 print advertisements compares the extent of standardization in creative strategy and execution across product country of origin (Japan, Korea, Belgium, France, Germany, Great Britain, the Netherlands, Sweden, Switzerland, and the United States). Western versus non‐Western cultural cues are also coded and examined.

Findings

Overall, MNCs are more likely to adopt the glocal strategy than any other strategies in their international campaigns. Specifically, EU‐based MNCs tend to pursue the global strategy, whereas the North America‐based MNCs seem to favor the glocal strategy and Asia‐based MNCs tend to use local strategy. Western and non‐Western cultural values are found to manifest in the American and Chinese ads similarly, indicating a trend of increasing similarity in international advertising in face of global consumer culture.

Research limitations/implications

The results of this content analysis provide a fuller picture in understanding the long‐standing issues of standardization in international advertising because of an approach to analyze creative strategy separately from execution. However, content analysis is inherently limited in inferring causality between observed patterns and mechanisms/variables that account for the patterns. Also, the time frame for sample selection, which is set as a year prior to the 2008 global financial crisis, is another limitation of the study.

Practical implications

There is an ongoing trend of using “one‐creative, multiple‐execution” strategy in international advertising. MNCs may distinguish advertising creative strategy from execution when developing their international advertising campaigns.

Originality/value

First, this study addresses the issue with a clear conceptual definition of standardization and differentiates the strategic and tactic standardization. Second, this is the first attempt to explore the standardization model using a sample of 51 multinational brands from North America, Europe, and Asia. The authors find that MNCs are practicing some standardization advertising strategy, but to varying degrees. Third, this study identifies and empirically tests two external factors – culture and convergence of external markets – that influence standardization.

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