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Article
Publication date: 23 June 2020

Francisco Trincado-Munoz, Leslier Valenzuela-Fernández and Melany Hebles

While companies have increasingly encouraged employees to adopt a customer orientation, less attention has been given to the impact that customer orientation has on employees' job…

Abstract

Purpose

While companies have increasingly encouraged employees to adopt a customer orientation, less attention has been given to the impact that customer orientation has on employees' job outcomes and performance. Previous research has used job demands-resource theory (JD-R) and proposed several mechanisms through which customer orientation influences performance, yet the intervening variables in the process have shown inconsistent results. The purpose of this paper is to investigate the contextual role of organizational justice on the relationship between customer orientation and performance through work engagement. In this way, offering more understanding of the contingent effects that intervene in the customer orientation–performance relationship.

Design/methodology/approach

Using a structural equation model (SEM) in a sample of 249 marketing, sales and management managers in Chilean companies, this paper tested different hypotheses concerning the role of work engagement, organizational justice and customer orientation in relation to perceived performance.

Findings

This study informs that organizational justice (procedural and distributive justice) moderates the relationship between customer orientation and performance through work engagement. Precisely, the findings reveal that at lower values of organizational justice, changes in customer orientation negatively influence work engagement and in turn performance.

Originality/value

The results contribute to strengthening customer orientation theory by integrating a contextual variable often omitted: organizational justice. By exploring the moderation effect of organizational justice on customer orientation, this paper reveals contingent effects of employees' perceived fairness on the organization in the relationship between customer orientation and performance through work engagement. The findings encourage managers to look after employees' perceived organizational justice when they implement customer-oriented approaches, in particular, of those employees who work in the frontline sales and service positions.

Propósito

Mientras las empresas han incentivado la adopción de una orientación al cliente por parte de los empleados, menos atención se ha dado al impacto que la orientación al cliente tiene en los resultados laborales y el desempeño. Investigación previa ha usado la teoría de Demandas y Recursos del Trabajo (Job Demands-Resource Theory en inglés) y propuesto varios mecanismos a través de los cuales la orientación al cliente tiene un efecto en el desempeño, no obstante las variables que intervienen en el proceso han mostrado resultados inconsistentes. Por tanto, este estudio tiene por objetivo investigar el rol contextual de justicia organizacional en la relación entre orientación al cliente y performance a través del compromiso organizacional. De esta manera, ofrecer mayor entendimiento de los efectos contingentes que intervienen la relación orientación al cliente-desempeño.

Diseño/metodología/enfoque

Usando un modelo de ecuaciones estructurales en una muestra de 249 ejecutivos de marketing, ventas y negocios en compañías chilenas, este estudio evalúa diferentes hipótesis respecto al rol del compromiso organizacional, justicia organizacional, y orientación al cliente en relación a la percepción del desempeño organizacional.

Hallazgos

Este estudio demuestra que la justicia organizacional (como justicia distributiva y procedural) modera la relación entre orientación al cliente y desempeño a través del compromiso organizacional. Precisamente, los resultados revelan que a menores valores de justicia organizacional, cambios en la orientación al cliente influencian negativamente el compromiso organizacional y a su vez el desempeño.

Originalidad/valor

Los resultados contribuyen a fortalecer la teoría de Orientación al Valor del Cliente integrando una variable contextual que a menudo ha sido omitida: Justicia organizacional. Explorando la moderación de la justicia organizacional en la orientación al cliente, esta investigación revela efectos contingentes de la percepción de justicia de los empleados en la organización en la relación entre orientación al cliente y el desempeño percibido a través del compromiso organizacional. Estos hallazgos invitan a los gerentes a preocuparse por la percepción de justicia de los empleados cuando deciden implementar la orientación al cliente en especial con quiénes trabajan en la provisión de servicios y atención a clientes.

Article
Publication date: 14 August 2018

Arti Gupta and Vrijendra Singh

Despite the importance of employees’ perception of organizational justice and its impact on intention to stay, various loopholes have been identified that do not justify this…

Abstract

Purpose

Despite the importance of employees’ perception of organizational justice and its impact on intention to stay, various loopholes have been identified that do not justify this relationship. The purpose of this paper is to posit a model, which postulates the effect of procedural and interactional justice on distributive justice, which further impact employees’ intention to stay. Subsequently, it also investigates the mediating role of employees’ affective commitment.

Design/methodology/approach

A questionnaire was prepared and a survey was conducted on 500 junior and middle-level software professionals. Structural equation modeling was employed to examine the proposed model.

Findings

The study concludes the positive effect of distributive, procedural and interactional justice on employees’ intention to stay. Moreover, the addition of affective commitment as a mediator, displayed an indirect influence of organizational justice on intention to stay.

Research limitations/implications

This study proposes a model to boost organizational justice to encourage employees’ intention to stay in an organization. Furthermore, considering the role of organizational commitment in enhancing intention to stay would be fruitful to the stakeholders in the IT industry.

Originality/value

No study has been reported in the context of the role of organizational justice on intention to stay while testing the contribution of affective commitment as a mediator, within a single framework. This study elucidates the influence of distributive, procedural and interactional justice on employees’ intention to stay in IT organizations.

Propósito

A pesar de la importancia de la percepción de los empleados sobre la justicia organizacional y su impacto en la intención de quedarse, se han identificado varias lagunas que no justifican esta relación. El estudio postula un modelo que postula el efecto de la justicia procesal e interactiva en la justicia distributiva, que impacta aún más la intención de los empleados de permanecer. Posteriormente, también investiga el papel mediador del compromiso afectivo de los empleados.

Diseño/metodología/enfoque

Se preparó un cuestionario y se llevó a cabo una encuesta a 500 profesionales de software de mediano y menor nivel. el modelado de ecuaciones estructurales se usó para examinar el modelo propuesto.

Resultados

El estudio concluye el efecto positivo de la justicia distributiva, procesal e interaccional sobre la intención de los empleados de permanecer. Además, la adición del compromiso afectivo como mediador, mostró una influencia indirecta de la justicia organizacional sobre la intención de permanecer.

Limitaciones de la investigación/implicaciones

este estudio propone un modelo para impulsar la justicia organizacional para alentar la intención de los empleados de permanecer en una organización. Además, considerar el papel del compromiso de la organización para mejorar la intención de permanecer sería fructífero para las partes interesadas en la industria de TI.

Originalidad/valor

no se informó ningún estudio en el contexto del papel de la justicia organizacional en la intención de permanecer mientras se prueba la contribución del compromiso afectivo como mediador, dentro de un marco único. Este estudio dilucida la influencia de la justicia distributiva, procesal e interactiva en la intención de los empleados de permanecer en las organizaciones de TI.

Article
Publication date: 1 October 2004

Arménio Rego, Regina Leite, Teresa Carvalho, Carla Freire and Armando Vieira

This paper aims to contribute to the understanding of the three‐dimensional model of organizational commitment proposed by Meyer and Allen (e.g., 1991). It focuses on whether…

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Abstract

This paper aims to contribute to the understanding of the three‐dimensional model of organizational commitment proposed by Meyer and Allen (e.g., 1991). It focuses on whether continuance commitment should be considered one‐dimensional or bidimensional (low alternatives; high sacrifices). Whether affective commitment should be divided into two components (affective commitment; future in common) or if it should remain as a one‐dimensional construct is also discussed. The paper also considers a “new” factor identified by Rego (2003), which he named “psychological absence”, but which we denominated here as accommodating commitment. Besides the confirmatory factor analysis, the paper shows how four dimensions of organizational justice (distributive, procedural, interpersonal, and informational) explain organizational commitment. The sample comprises 366 individuals from 22 organizations operating in Portugal. The predictive value of the justice perceptions for both instrumental commitment components is quite weak, despite ranging from 25 per cent to 36 per cent for the other components. Procedural and interpersonal justice are the main predictors. The accommodating dimension improves the fit indices of the factorial model, but its meaning is not clear. It is also not clear whether one should consider it as a new component of commitment or whether its items should be removed from the measuring instruments. The findings suggest that some gains can be achieved in the partition of the affective and instrumental commitment, but further research is necessary to clarify the issue.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 2 no. 3
Type: Research Article
ISSN: 1536-5433

Keywords

Open Access
Article
Publication date: 28 September 2018

Luciana Klein, Ilse Maria Beuren and Delci Dal Vesco

This study investigates which dimensions of the management control system (MCS) increase the perception of organizational justice and reduce unethical behavior in the perception…

7081

Abstract

Purpose

This study investigates which dimensions of the management control system (MCS) increase the perception of organizational justice and reduce unethical behavior in the perception of managers. The purpose of this paper is to validate the theoretical model of the study of Langevin and Mendoza (2012), testing the theoretical hypotheses formulated by the authors.

Design/methodology/approach

A survey was performed in companies listed among the Best and Largest of Exame Magazine, and the sample is composed of 102 respondents of the research, which consists of 41 assertions.

Findings

The results of the structural equation modeling show that the definition of objectives increases the perception of procedural justice, but the same was not observed regarding the remuneration of the managers. Likewise, disregarding aspects that are uncontrollable by managers in performance evaluation does not lead to the perception of procedural and distributive justice. However, feedback quality leads to the understanding that the MCS is fair. Perception of procedural and distributive justice was also observed in the use of multiple measures of performance by the company.

Research limitations/implications

Other factors that have not been investigated may interfere with and contribute to the reduction of unethical behavior (budget slack and data manipulation).

Originality/value

The only variable that interferes in the reduction of unethical behavior is feedback quality. The non-confirmation of all the hypotheses instigates the replication of the research in other contexts for empirical validation of the theoretical model of Langevin and Mendoza (2012).

Details

RAUSP Management Journal, vol. 54 no. 1
Type: Research Article
ISSN: 2531-0488

Keywords

Open Access
Article
Publication date: 16 February 2024

Rafael Ravina-Ripoll, Gustavo Adolfo Díaz-García, Eduardo Ahumada-Tello and Esthela Galván-Vela

This study analyses the concept of happiness management based on the empirical validation of the interactions between emotional wage, organisational justice and happiness at work…

Abstract

Purpose

This study analyses the concept of happiness management based on the empirical validation of the interactions between emotional wage, organisational justice and happiness at work. It complements a holistic view of the management models used in recent corporate governance. This perspective explores the dimension’s emotional wage mediating role and influences on organisational justice and happiness at work. The effect of organisational justice on happiness at work is also analysed.

Design/methodology/approach

A quantitative, cross-sectional, descriptive and correlational study is proposed. A sample of 502 workers in the education sector in Costa Rica was selected. A structural equation model (PLS-SEM) was developed to test the proposed theoretical model. The SPSS-AMOS 23 and SmartPLS 4 computer programs are used for this purpose.

Findings

The results show that emotional wage has a positive impact on happiness at work and that it mediates positively between organisational justice and happiness at work. Developing organisational policies to include these variables as necessary resources for corporate governance is recommended.

Research limitations/implications

The first limitation of this study is due to the type of sampling, which was purposive. The kind of population and the time of execution of this study were determining factors when deciding on the mode of application of the instrument. However, an attempt to reduce the bias associated with this element could be made by expanding the sample to as many respondents as possible. The second limitation was that the data were collected within a specific time frame. Longitudinal studies address Thcould. The third limitation stems from the scarcity of literature on happiness management. In this regard, this type of research currently needs to be explored in emerging economies. It makes it difficult to determine whether the empirical results obtained in this paper can be generalised to other territories in the global village. Moreover, the last limitation is that the authors of this research have only explored the moderating role of emotional pay in the relationship between the dimensions of organisational justice and happiness at work. It would be interesting to consider other mediating variables to have a clearer picture of the organisational justice–happiness at work construct from the happiness management approach.

Practical implications

As already indicated throughout this research, emotional wage, organisational justice and happiness at work are constructs that positively drive employee satisfaction, motivation and well-being. Human talent management strategies undertaken by organisations should encourage the adaptation of actions that stimulate employees' quality of life, corporate social responsibility and ethical management practices to be more competitive in today’s markets. It requires implementing the dynamic management models that provide internal customers with a high sense of belonging, job satisfaction and commitment to their professional performance. In other words, this will require robust leadership styles and corporate cultures that stimulate employee creativity, loyalty and innovation. For this reason, management of organisations must implement human resources policies to attract and retain creative talent through happy leadership. It requires, among other things that the philosophy of happiness management becomes a critical strategic resource for companies to promote nonfinancial benefits for employees, including emotional wage (Ruiz-Rodríguez et al., 2023).

Social implications

In the current business environment, there has been a transformation in leadership styles, motivation and the development of a sense of belonging in organisations' human capital. Based on this trend, the study of happiness management becomes a social strategy to improve the conditions, in which the organisations compete to attract highly demanded human capital. It is why this research contributes elements that have an impact on citizenship by proposing the management models based on happiness at work and quality of life.

Originality/value

This study adds to the happiness management literature by including emotional wage, organisational justice and happiness at work in human resources and strategic management. It also contributes to the academic debate on the need to formulate organisational cultures that empower workers in their professional performance based on happiness and positive emotions.

Details

Journal of Management Development, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0262-1711

Keywords

Article
Publication date: 21 February 2020

Manuel Soto-Pérez, Jacqueline Y. Sánchez-García and Juan E. Núñez-Ríos

Identify some of the most relevant factors that trigger a private school's workforce to foster a sustainable competitive advantage by reinforcing the intrinsic job satisfaction…

907

Abstract

Purpose

Identify some of the most relevant factors that trigger a private school's workforce to foster a sustainable competitive advantage by reinforcing the intrinsic job satisfaction and the levels of teacher self-efficacy, engagement and job performance.

Design/methodology/approach

Surveys were applied to private school teachers to assess their perception concerning the studied variables, data were tested at a confirmatory level using the partial least squares path modelling (PLS-PM).

Findings

Teachers with a high sense of self-efficacy and possessing elevated intrinsic satisfaction tend to be highly productive and results-oriented. Intrinsic job satisfaction is a key factor that influences more than extrinsic job satisfaction in the previously mentioned relationship.

Research limitations/implications

Although the obtained results are constrained and apply to the Mexican context, we suggest that virtual limitation can be overcome by extending the study due to the proposed construct that can be applied in other regions or organizations.

Practical implications

Principals will need to develop mainly the intrinsic job satisfaction in the teaching staff, to improve the job and organizational performance. This should be accompanied, secondly, by factors that encourage extrinsic satisfaction such as fair pay or recognition.

Originality/value

Open up an alternative explanation, based on the evidence of this study, to the theory of social exchange, since the factor that most influences teacher’s citizenship behaviours is not extrinsic but intrinsic satisfaction. That is, it is not what the employee receives from the institution, but what the employee does or gives to the institution the source of satisfaction that will encourage greater job performance.

Details

International Journal of Educational Management, vol. 34 no. 5
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 12 February 2024

M. Luisa Rayón, Marina Romeo, Montserrat Yepes-Baldó and Sefa Boria-Reverter

This research examines the applicability of the Employer Branding (EB) Mix model developed by Rayón et al. (2022), one of the few empirically validated models, to promote…

Abstract

Purpose

This research examines the applicability of the Employer Branding (EB) Mix model developed by Rayón et al. (2022), one of the few empirically validated models, to promote organizational commitment within the context of the Spanish healthcare sector.

Design/methodology/approach

A questionnaire was administered to 310 employees of a national company in the Spanish healthcare sector. Several multiple regression models were run between the EB dimensions and those of employees’ organizational commitment.

Findings

The results show that the elements of the EB Mix model have a positive relationship with employee’s commitment, especially affective and value commitment.

Research limitations/implications

The existence of causality cannot be affirmed, in view of the sectional design with a single sample taken from the Spanish private healthcare sector. Additionally, it would be worth extending the analysis of the effect of the EB Mix model on the behavior of potential employees.

Practical implications

This research is extremely relevant, given that it can help organizations in the health sector to implement EB programs. The model is an effective tool for retaining human talent and can generate a competitive advantage for organizations that use it.

Originality/value

The EB Mix model presents a conceptually-based and empirically validated model that incorporates the perception of employees as co-creators of the internal brand, which promotes the democratization of organizations and includes the four Ps of the marketing mix.

Details

Employee Relations: The International Journal, vol. 46 no. 2
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 17 October 2016

Simone R. Barakat, Giuliana Isabella, João Maurício Gama Boaventura and José Afonso Mazzon

The purpose of this paper is to examine the association between corporate social responsibility (CSR) and employee satisfaction. The study proposes and empirically tests two…

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Abstract

Purpose

The purpose of this paper is to examine the association between corporate social responsibility (CSR) and employee satisfaction. The study proposes and empirically tests two hypotheses: that CSR is positively associated with employee satisfaction, and that organizational image mediates the relationship between CSR and employee satisfaction.

Design/methodology/approach

The hypotheses were tested through regression analyses, using data from 85,167 questionnaires completed by employees at 381 Brazilian companies, as well as data pertaining to the “breadth” of CSR engagement of those same companies.

Findings

The results of this study provide evidence that CSR-oriented actions undertaken by companies will lead to a better organizational image, and this, in turn, will lead to greater employee satisfaction.

Practical implications

Because employee behaviour influences organizational outcomes and higher job satisfaction may lead to greater employee commitment to organizational goals and values, understanding the impact of CSR on employee satisfaction is relevant to corporate performance.

Originality/value

The study contributes to the body of empirical research on CSR by investigating the underlying mechanisms linking CSR with employee behaviour. Scholars in the area of CSR regularly explore the outcomes and impacts of CSR actions on internal and external stakeholders. However, the impacts of CSR for a critical group of stakeholders – namely, employees – and its underlying mechanisms are understudied in the CSR literature.

Details

Management Decision, vol. 54 no. 9
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 10 October 2016

Yunhong Hao, Jie Hao and Xiaochen Wang

Focusing on the corporations in China and aiming to figure out the significant connection between organizational justice perception and job satisfaction from Chinese setting, this…

1894

Abstract

Purpose

Focusing on the corporations in China and aiming to figure out the significant connection between organizational justice perception and job satisfaction from Chinese setting, this study aimed to examine the effects of organizational justice upon job satisfaction of the full-time and part-time employees in the state owned enterprise (SOEs) and primate Chinese companies.

Design/methodology/approach

The study adopted the questionnaire to investigate more than 300 employees, and the empirical data of this paper is based on statistical analysis, such as confirmatory factor analysis, correlational and regression analysis.

Findings

The paper arrives at the conclusion that in SOEs, the employees’ perception about procedural justice was higher than distributive justice. While in private enterprises, the procedural justice and interactive justice were tested to have similar coefficients. The relationship between organizational justice and job satisfaction differed between full-time employees and part-time employees.

Practical implications

This study opens a new window for understanding how organizational justice influences employees’ job satisfaction in Chinese context, taking a further step to explore the different impacts of organizational justice on job satisfaction among different types of employees.

Originality/value

This paper collected data from both SOE and private companies in China, increasing the external validity of the findings. Meanwhile, the authors observed consistent findings with the studies in Western Society, which increase the generalization of our findings as well. The findings highlight the value of integrating literatures on organizational justice and job satisfaction.

Details

Journal of Chinese Human Resource Management, vol. 7 no. 2
Type: Research Article
ISSN: 2040-8005

Keywords

Article
Publication date: 18 August 2020

Halder Yandry Loor-Zambrano, Luna Santos-Roldán and Beatriz Palacios-Florencio

This paper aims to show the relationships between corporate social responsibility, job satisfaction (in its different facets or aspects) and employee commitment. In addition, the…

Abstract

Purpose

This paper aims to show the relationships between corporate social responsibility, job satisfaction (in its different facets or aspects) and employee commitment. In addition, the paper aims to identify the mediating role that facets of job satisfaction in the relationship between CSR and worker commitment.

Design/methodology/approach

The authors propose a model of relations between the variables indicated and the use of a variance-based structural equation modelling technique to identify the relations in a sample of 318 workers from Ecuadorian companies who answered a questionnaire. Specifically, the partial least squares (PLS) methodology was employed using the Smart PLS software.

Findings

The results and findings of this work confirm the theoretical hypotheses specific to the influence of CSR on the five facets of job satisfaction. On the other hand, it should be stressed that only job satisfaction in itself has positive effects on employee engagement. Furthermore, our study shows that satisfaction with co-workers has a negative effect on commitment. However, this study's most relevant contribution is the consideration of the mediating nature of some aspects of job satisfaction in the relationship between CSR and organisational commitment: positive for job satisfaction itself and negative in the case of satisfaction with co-workers. Therefore, implementing CSR practices can be useful for organisations that wish to foster positive attitudes among their employees.

Originality/value

The work enriches specific knowledge about the relationships between CSR and some employee attitudes and behaviours: commitment and job satisfaction. Of particular relevance is the fact that CSR favourably conditions the commitment of employees through the satisfaction derived from the work itself. The presence of a negative impact of co-worker satisfaction on engagement highlights the need to examine CSR actions that generate adverse impacts on this facet of satisfaction.

Details

The TQM Journal, vol. 33 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

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