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Article
Publication date: 4 March 2021

Poonam Mehta and Jyoti Sharma

There is dearth of studies in the literature which have discussed the relevance of personal and social resources of employees to protect them from adverse impacts of…

Abstract

Purpose

There is dearth of studies in the literature which have discussed the relevance of personal and social resources of employees to protect them from adverse impacts of emotional job demands. However, interaction effect of these two resources on wellbeing of the employees in context to emotional work is inadequate. The present study is aimed to address the existing gap and investigate the relevance of personal and social resources as moderators in the presence of each other between emotional work and employee wellbeing.

Design/methodology/approach

The research work has focused on employees working on frontline profiles of civil aviation industry of north India. The responses of 720 frontline employees have been collected through pretested questionnaire. To understand the moderation effect of two variables, model number 3 developed by Hayes (2012) has been applied.

Findings

The findings have revealed that moderator role of social support between emotional work and employee wellbeing. However, research has pointed out that at high level of social support personal resources of employees' start to decline which subsequently reduces the wellbeing of employees.

Research limitations/implications

The present research work has analysed the moderated moderation effect of personal and social resources between emotional work and employee wellbeing. Besides, the relative significance of personal resources vis-a vis social resources empirically in context of employee wellbeing in case of emotional work has also been highlighted in the work.

Practical implications

The results of the study have suggested the employees to receive less social support from friends, family and other significant relationships to protect their personal resources in emotional work settings. Moreover, research work has implicated for employers to draw out the various interventions through which personal resources of employees can be enhanced in emotional work settings. Also, the research has assisted in designing the key competencies for different job domains of emotional work setups.

Social implications

The present study is very substantial in offering various parameters over which wellbeing policies for individuals can be framed. Also, the study has outlined the consequences of receiving different levels of social support which is applicable for that set of population who wants to enhance their personal resources for attaining high wellbeing.

Originality/value

The study has empirically investigated interaction effect of social and personal resources of employees between emotional work and employee wellbeing which is scarce in the literature. Besides, a dark side of social support in emotional work context has also been highlighted which was scarcely discussed in emotional work settings previously.

Details

Asia-Pacific Journal of Business Administration, vol. 13 no. 2
Type: Research Article
ISSN: 1757-4323

Keywords

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Article
Publication date: 12 August 2021

Sumit Sangwan, Supran Kumar Sharma and Jyoti Sharma

The present study intends to shed light on behaviour of customers towards usage of social media for purchasing decisions. The study proposes an extension to technology…

Abstract

Purpose

The present study intends to shed light on behaviour of customers towards usage of social media for purchasing decisions. The study proposes an extension to technology acceptance model (TAM) to analyse the significance of monetary benefits and information reliability on customers' intention to use social media.

Design/methodology/approach

The sample was drawn from social media users of north-western region of India (n = 622). The proposed model was tested using exploratory factor analysis and structural equation modelling.

Findings

Results indicate that monetary benefits and perceived ease of use have significant influence on customers' intention to use social media, while information reliability and monetary benefits significantly influence only through perceived usefulness.

Practical implications

The findings are valuable to marketers to acknowledge the potential of social media to reach to masses by providing timely and reliable information. The study also reveals that website/app developers should implement a user-friendly interface and reliable content to influence customers' usage behaviour.

Originality/value

The study is a unique attempt to examine the effect of monetary benefits and information reliability with TAM's key constructs in the context of social media adoption. Studies undertaken aforementioned dimensions are mainly concerned with examining direct contribution of social media and its effect on purchase decisions.

Details

Asia-Pacific Journal of Business Administration, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-4323

Keywords

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Article
Publication date: 7 September 2020

Jeevan Jyoti, Poonam Sharma, Sumeet Kour and Harleen Kour

Organizations try to appoint individuals who fit in with their values and goals. Employees who do not fit in with the organization's core values and goals prefer not to…

Abstract

Purpose

Organizations try to appoint individuals who fit in with their values and goals. Employees who do not fit in with the organization's core values and goals prefer not to stay on for a longer period of time. The present study is an attempt to explore the impact of person–job (P–J) fit on organizational commitment through job involvement and career commitment with an application of a serial multiple mediation model.

Design/methodology/approach

Data have been collected through a structured questionnaire. The population comprised the teachers, working in the higher education sector. The different constructs used have been duly validated with the help of exploratory and confirmatory factor analyses. Further data reliability and scale validity have been checked too. In order to test the serial multiple mediation model, the authors adopted a regression-based approach and bootstrapping method suggested by Hayes (2012; 2013). Accordingly, PROCESS developed by Hayes (2012) has been used.

Findings

The results revealed that job involvement and career commitment mediate the relationship between P–J fit and organizational commitment individually as well as together.

Research limitations/implications

The present study is confined to government degree colleges only. The element of subjectivity might not have been checked completely as teachers have responded on the basis of their own experience and perceptions regarding the items in the questionnaire. The study is cross sectional in nature.

Practical implications

The paper addresses the interest of wide spectrum of stakeholders including the management, organizations and employees. So, the authors have extended general implications, which are for all those organizations that want to improve person–organization (P–O) fit and commitment of their employees. These implications will help organizations to take specific initiatives to improve the P–J fit of their employees, which will subsequently enhance their commitment level.

Originality/value

The findings of the present study will help the stakeholders in the higher education sector to identify best employees and undertake the initiatives to generate better job involvement and commitment, which will be a win–win strategy for both (employees as well as the organizations).

Details

International Journal of Educational Management, vol. 35 no. 1
Type: Research Article
ISSN: 0951-354X

Keywords

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Case study
Publication date: 13 September 2019

Rajeev Verma, Anuj Sharma and Jyoti Verma

The learning outcome is that it will help to sustain your startups in the ever-changing business environment especially in the context of emerging markets.

Abstract

Learning outcomes

The learning outcome is that it will help to sustain your startups in the ever-changing business environment especially in the context of emerging markets.

Case overview/synopsis

The present case is about Dilkhush Kumar from village Bangaon, India who developed a cab booking platform “AryaGo”, an innovative platform completely dedicated for rural road transport connectivity. AryaGo is the service line of Aryan Cabs and Rural Trans-solution Pvt. Ltd., a Startup founded in the year 2016 under Startup Bihar, a seed capital support scheme of State Government. The idea was to provide comfort, convenience, safety and affordability to all the commuters travelling from or within far-off villages. The biggest challenge during implementation in villages includes availability of updated geo-mapped images for app development and vehicle tracking. Company was foremost in providing the kiosk-based booking facility for its customers. It took the decision based on the profiling of customers and their preferred booking methods. When a customer booked a cab using IVR, they did not had access to app-based customer panel and hence they could not avail services such as, location tracking, SoS, real time tracking of vehicle. However, heavy invest in IT has put the company in financial stress and Kumar is wondering whether to expand fast or penetrate in the given target market. Should he re-design his business model so as it can really make a difference in terms of service delivery?

Complexity academic level

Post Graduate/ MBA.

Supplementary materials

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Subject code

CSS 8: Marketing

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Article
Publication date: 6 November 2017

Jeevan Jyoti and Asha Rani

The purpose of this paper is to explore the high performance work system through ability, motivation and opportunity model (Jiang et al., 2013) and its impact on…

Abstract

Purpose

The purpose of this paper is to explore the high performance work system through ability, motivation and opportunity model (Jiang et al., 2013) and its impact on organisational performance. Further, the mediating role of knowledge management between high performance work system and organisational performance has also been evaluated.

Design/methodology/approach

Questionnaire technique has been used to collect the data from managers (n=58) and employees (n=246) working in telecommunication organisations in Jammu and Kashmir (North India). Data collected have been validated using the exploratory factor analysis and confirmatory factor analysis. Hypotheses have been tested through structural equation modelling with the help of AMOS and SmartPLS3 softwares. Further, theoretical, managerial and socio-economic implications have also been discussed.

Findings

The study indicates that high performance work system positively affects organisational performance. Further, knowledge management act as a mediator between high performance work system and organisational performance.

Research limitations/implications

The study has been conducted only in the private telecommunication sector (Airtel, Aircel, Tata Indicom, Idea, Reliance, Vodafone). Further, the study being limited to telecommunication sector can be extended in other sectors also.

Practical implications

In order to create superior work system, management should focus on ability-enhancing initiatives such as extensive job training, computer-based training, etc. on regular basis. Employees should be rewarded extrinsically as well as intrinsically to keep them motivated to achieve higher levels of performance. Further, management should empower the employees through decentralisation of authority, participative decision making, etc. Besides this, management should also instil the knowledge culture in the organisation in order to enhance the knowledge capability of the employees.

Originality/value

This study contributes to the literature by identifying the black box using knowledge management to understand the relationship between high performance work system and organisational performance in the telecommunication sector.

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Article
Publication date: 21 May 2019

Umar Farooq Sahibzada, Cai Jianfeng, Fawad Latif and Zahid Shafait

Higher Education Institutions (HEIs) require regular generation of information determining what employees want from their institution and their real feelings about their…

Abstract

Purpose

Higher Education Institutions (HEIs) require regular generation of information determining what employees want from their institution and their real feelings about their jobs. Internal marketing (IM) can be a significantly valuable source of generating such information for HEIs to assess perceptions about institutions’ initiatives pertinent to their staff members. However, there has been a significantly limited research to operationalize IM in HEIs. Hence, the purpose of this paper is to develop and validate a multi-dimensional instrument for measuring IM in the HEIs in China and to assess the impact of IM on university performance.

Design/methodology/approach

The research used methodological triangulation that involved both qualitative and quantitative methodologies. The qualitative technique was used to generate scale items to measure IM and the quantitative technique was utilized to test and validate the scale. The study sample included 576 academics and administration staff from universities in China.

Findings

The study found that IM has six dimensions, namely internal communications, training and development, interrelations, motivation, rewards and work support. The study also found a significant impact of IM on university performance.

Research limitations/implications

The sample size used was taken from a single province, which can ultimately limit the generalizability of the results. The scale shall be tested in a different cultural setting to extend its generalizability. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various dimensions used in measuring IM in HEIs. Furthermore, this research can provide a context for the management to develop policies that could foster positive employee and organizational outcomes in HEIs.

Practical implications

This reliable and valid six-dimensional scale offers a practical way to measure staff perceptions of IM that are key for HEIs to be judged as staff-centered organization. Based on the knowledge, HEIs can use the information to identify the areas in which they are lacking and can further improve. IM scale can significantly help the HEIs to communicate to the staff members their service mindedness and staff orientation. IM can help foster knowledge management in organizations by utilizing IM, thereby contributing to the professional and organizational interaction.

Originality/value

Despite the focus on IM in existing literature, there is a significant lack of research on IM in the education sector. This study developed a simple and practical instrument to measure the IM construct in HEIs. Scholars have asked for context-specific measures of IM and with significantly limited research on IM in higher education, there is also a scarcity of research in the context of higher education in China. This is the first study to assess the multi-dimensionality of IM in HEIs and the impact of IM on organizational performance in Chinese higher education.

Details

Journal of Enterprise Information Management, vol. 32 no. 3
Type: Research Article
ISSN: 1741-0398

Keywords

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Article
Publication date: 13 July 2015

Abhilasha Singh and Jyoti Sharma

This paper aims at finding out strategies adopted by the organizations to reduce the employee turnover as well as to how to effectively manage human capital for…

Abstract

Purpose

This paper aims at finding out strategies adopted by the organizations to reduce the employee turnover as well as to how to effectively manage human capital for competitive edge over the rivals in the UAE business environment.

Design/methodology/approach

It was a quantitative research enquiry wherein the 255 respondents employed with over a dozen private sector organizations in the UAE were administered a questionnaire to register their responses.

Findings

The findings of the study say that the strategies adopted by organizations in the UAE are two-pronged: short-term and long-term strategies. In the short term, the organization provides monetary benefits to their employees for their performance. In the long term, employees are more interested in the growth of their organization, because it gives them a sense of job security, as when an organization is growing, there are less chances of it cutting down on the workforce.

Practical implications

The findings of the study are valuable to the organizations in the UAE that are engaged in designing and implementing strategies to reduce employee turnover.

Originality/value

It has been found that the employee turnover is one of the key human resource issues faced by the organizations across the industry in the UAE, and this research inquiry tries to address those business concerns.

Details

International Journal of Organizational Analysis, vol. 23 no. 3
Type: Research Article
ISSN: 1934-8835

Keywords

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Article
Publication date: 22 November 2011

Santoshi Sengupta

The business process outsourcing (BPO) industry in India has always been characterized by ungodly hours, monotonous job, low perceived value, dispirited efficiency…

Abstract

Purpose

The business process outsourcing (BPO) industry in India has always been characterized by ungodly hours, monotonous job, low perceived value, dispirited efficiency resulting to high attrition level. Notwithstanding the ever rising attrition rate, it has become critical for the companies to satisfy their employees in order to retain them. The purpose of this paper is to determine what and how job‐related and demographic variables are associated with employee satisfaction of the BPO employees.

Design/methodology/approach

Data collected from 500 middle level BPO employees was analyzed using SPSS 16.0. T‐tests and Duncan's post hoc tests were done to compare the various dimensions of employee satisfaction across selected demographic variables such as gender, marital status, education, age and tenure. Correlation was done to find out the relationship between employee satisfaction and various job characteristics as well as demographic variables and finally, regression was done to find out the actual determinants of employee satisfaction.

Findings

There is difference of perception towards the job‐related variables on the basis of gender, marital status, education, age, and tenure. Correlations revealed that interpersonal relationships, career progression, salary, company policies, working conditions, and authority have significant positive relationship with employee satisfaction and only accountability had a significant negative relationship with employee satisfaction. Regression revealed the significant determinants of employee satisfaction which were interpersonal relationships, career progression, salary, gender, accountability, and authority.

Research limitations/implications

The study exclusively used surveys to poll work‐related satisfaction from the employees working only in BPO in India and considers only ten job‐related variables and five demographic variables for the study.

Practical implications

The comprehensive study of employee satisfaction is helpful for both practitioners and academicians as it helps in disentangling the perceptions about employee satisfaction and also explains the variances among various groups of demographic characteristics. This will enable organizations to correctly gauge employee satisfaction based on the job‐related and demographic characteristics.

Social implications

Now that the study has revealed the dimensions of employee satisfaction and the crucial determinants of satisfaction, each of these factors can be individually tackled to ensure employee retention.

Originality/value

The present study illuminates the existing theoretical foundations regarding employee satisfaction by exploring the detailed and ample responses provided by BPO employees in Indian industry; this can help practitioners to make robust managerial decisions.

Details

Strategic Outsourcing: An International Journal, vol. 4 no. 3
Type: Research Article
ISSN: 1753-8297

Keywords

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Article
Publication date: 1 February 2016

Jyoti Sharma and Rajib Lochan Dhar

– The purpose of this paper is to examine the factors that influence the affective commitment of nursing staff and its subsequent impact on their job performance.

Abstract

Purpose

The purpose of this paper is to examine the factors that influence the affective commitment of nursing staff and its subsequent impact on their job performance.

Design/methodology/approach

A survey-based study was performed among 349 nursing staff working in Uttarakhand, randomly selected from six public healthcare institutes, using a well-established questionnaire. Structural equation modeling was applied to study the mediating effect of affective commitment and its correlation with the constructs used in research.

Findings

The findings of the study revealed that the level of burnout is significantly higher among the nursing staff and had an inverse relation with affective commitment. Further, perceived organizational support and procedural justice showed a positive relation with affective commitment in contrast to burnout. Moreover, affective commitment had a strong impact on job performance of the nursing staff, indicated by direct relation with a value of 0.70.

Research limitations/implications

The findings contribute by recognizing the various factors affecting the performance of nursing staff specifically in developing country like India. Limited in geographical area, industry and a self-rated questionnaire are some of the limitations of the present study.

Practical implications

To conclude, this study revealed the vital significance of factors affecting the job performance of nursing staff through affective commitment. Based on the findings, healthcare institutions need to reduce the level of burnout, create and enhance a supportive and fair working environment to enhance the level of affective commitment and consequently the job performance of the nursing staff.

Originality/value

This study has extended the existing literature by identifying the mediating role of affective commitment on factors affecting job performance of nursing staff specifically in the Indian context.

Details

Personnel Review, vol. 45 no. 1
Type: Research Article
ISSN: 0048-3486

Keywords

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Article
Publication date: 23 November 2012

Gurjeet Kaur, Jyoti Sharma and Tejveer Lamba

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management…

Abstract

Purpose

The purpose of the present study is to evaluate total quality service (TQS) from employees’ perspective, as they have direct contact with both customers and management. The study is descriptive and exploratory in nature.

Design/methodology/approach

The data were collected from 195 frontline employees of a leading Indian private sector bank. The study is confined to that bank's branches operating in a northern city of India.

Findings

The study reveals that though employees have made serious contributions towards the success of TQS, bank policies do not leave much scope for their autonomy and management lags in its efforts in implementing TQS properly. SEM analysis indicates that TQS has a significant impact on employees’ organizational commitment.

Originality/value

TQS is a systematic way of guaranteeing that all activities within an organization happen as per plan and meet the customers’ expectations. TQS aids the service marketers in the task of establishing and maintaining the customer base, which is the greatest challenge in today's competitive world. In this context, the present study seeks to evaluate the overall TQS prevalent in banking services.

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