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Open Access
Article
Publication date: 4 June 2020

Klaus J. Templer, Jeffrey C. Kennedy and Riyang Phang

Customer orientation of service employees relates to customer satisfaction and loyalty, sales growth and business performance. Drawing from conservation of resources (COR) theory…

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Abstract

Purpose

Customer orientation of service employees relates to customer satisfaction and loyalty, sales growth and business performance. Drawing from conservation of resources (COR) theory, the aim of this study was to test the interactive effects of service employees' role clarity and learning goal orientation on customer orientation. Specifically, it was hypothesized that even under conditions of low role clarity, service employees with high learning goal orientation would maintain a high level of customer orientation.

Design/methodology/approach

Participants were 323 employees of 4- and 5-star hotels in Singapore. Using questionnaires, they reported their role clarity, learning goal orientation and customer orientation. For hypothesis testing, moderated regression analysis was performed.

Findings

Role clarity and learning goal orientation were significantly related to customer orientation, and in support of the hypothesis, the interaction effect of role clarity and learning goal orientation was also significant. With high role clarity, all employees showed high customer orientation. But with low role clarity, only employees with high learning goal orientation demonstrated high customer orientation.

Practical implications

The recommendations from this study are to include learning goal orientation as a selection criterion for service employees and to clearly define the roles of existing service employees, especially for those with low learning goal orientation.

Originality/value

The originality and value of this study lies in highlighting the importance of learning goal orientation especially under conditions of low role clarity.

Details

Journal of Asian Business and Economic Studies, vol. 27 no. 3
Type: Research Article
ISSN: 2515-964X

Keywords

Article
Publication date: 23 June 2020

Klaus J. Templer

This study aimed to test Early and Ang’s (2003) proposition that self-enhancement hinders successful cross-cultural adjustment. The literature on self-enhancement is reviewed, and…

Abstract

Purpose

This study aimed to test Early and Ang’s (2003) proposition that self-enhancement hinders successful cross-cultural adjustment. The literature on self-enhancement is reviewed, and the overclaiming technique as an unobtrusive measure of self-enhancement is introduced for use in global mobility contexts.

Design/methodology/approach

Using the overclaiming technique, an international-cultural overclaiming test was developed. Expatriates in Singapore stated their familiarity with international-cultural knowledge items, with some of them being foil items, and rated their cross-cultural (general, interaction, work) adjustment. Supervisors rated the expatriates on their work adjustment and performance.

Findings

Overclaiming was not related to self-rated cross-cultural adjustment. However, overclaiming was negatively related to supervisor rated work adjustment and performance. Additionally, the results showed that international-cultural knowledge accuracy was positively related to self-rated general adjustment and to supervisor rated work adjustment and performance.

Research limitations/implications

The small sample size with a majority of expatriate teachers from international schools in the sample makes it necessary for the results to be replicated with larger and more varied expatriate samples.

Practical implications

While further validation is needed, this research indicates that the overclaiming technique could be a valuable tool for assessing self-enhancement in candidates for expatriate positions in order to gauge potential cross-cultural (mal)adjustment, as perceived by others.

Originality/value

This study was (likely) the first study that has applied the overclaiming technique in a global mobility context. An international-cultural knowledge overclaiming test is provided to academic researchers for future use.

Details

Journal of Global Mobility: The Home of Expatriate Management Research, vol. 8 no. 2
Type: Research Article
ISSN: 2049-8799

Keywords

Article
Publication date: 2 March 2012

Naresh Khatri, Klaus J. Templer and Pawan S. Budhwar

The purpose of this paper is to develop measures of charisma and vision and to examine their influences on follower‐level outcomes in four countries, namely, India, Singapore, the…

6035

Abstract

Purpose

The purpose of this paper is to develop measures of charisma and vision and to examine their influences on follower‐level outcomes in four countries, namely, India, Singapore, the UK, and the USA.

Design/methodology/approach

The authors conducted a series of three studies. In the first study, conducted in Singapore, an open‐ended questionnaire was used to gather statements of charisma and vision for developing charismatic and visionary categories or themes. The second study, also conducted in Singapore, involved constructing items to represent various categories or themes of charisma and vision, collecting data, and performing factor analyses to develop dimensions of charisma and vision. The third study validated the measures of charisma and vision developed in the first two studies across national samples drawn from two Asian (India and Singapore) and two Western countries (the UK and the USA), and examined the relationships of charismatic and visionary dimensions with motivation, satisfaction, cooperation, and performance of employees.

Findings

One major dimension of charisma, social sensitivity, and two key dimensions of vision, daring/change‐seeking and expertise/knowledge, universally emerged across all four countries. Social sensitivity showed highly significant positive relationships with motivation and satisfaction of followers across all four countries. The daring/change‐seeking leadership was highly positively related to motivation, satisfaction, cooperation, and performance of employees in the UK and the USA only. Expertise and knowledge showed relatively stronger relationship with follower outcomes in India and Singapore than in the UK and the USA.

Originality/value

The study identifies charisma and vision as two basic components of transformational leadership, develops new measures of these constructs, and examines their relationships with follower‐level outcomes.

Details

South Asian Journal of Global Business Research, vol. 1 no. 1
Type: Research Article
ISSN: 2045-4457

Keywords

Content available
Article
Publication date: 25 February 2014

90

Abstract

Details

South Asian Journal of Global Business Research, vol. 3 no. 1
Type: Research Article
ISSN: 2045-4457

Article
Publication date: 1 January 1985

Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover…

16651

Abstract

Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover specific articles devoted to certain topics. This Bibliography is designed to help. Volume III, in addition to the annotated list of articles as the two previous volumes, contains further features to help the reader. Each entry within has been indexed according to the Fifth Edition of the SCIMP/SCAMP Thesaurus and thus provides a full subject index to facilitate rapid information retrieval. Each article has its own unique number and this is used in both the subject and author index. The first Volume of the Bibliography covered seven journals published by MCB University Press. This Volume now indexes 25 journals, indicating the greater depth, coverage and expansion of the subject areas concerned.

Details

Management Decision, vol. 23 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

Content available

Abstract

Details

Journal of Global Mobility, vol. 2 no. 2
Type: Research Article
ISSN: 2049-8799

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