Search results

1 – 10 of over 3000
Open Access
Article
Publication date: 23 October 2023

Dafnis N. Coudounaris and Peter Björk

This paper aims to investigate the internal factors of resources and capabilities of five born globals (BGs) from Estonia. It explores quantitatively the internal factors between…

Abstract

Purpose

This paper aims to investigate the internal factors of resources and capabilities of five born globals (BGs) from Estonia. It explores quantitatively the internal factors between a medium BG and four small BGs.

Design/methodology/approach

The study used a survey questionnaire in collecting information from the CEOs of BGs. The questionnaire consisted of 105 questions relevant to export sales related to differences in internal factors.

Findings

The firms’ size and industrial sector play a role in export sales due to differences in internal factors. Small BGs expect financially based rewards, non-financial rewards, the job satisfaction of sales representatives with the export manager, and with work in general, and the representatives’ job satisfaction is higher in the small BGs than in the medium BG. The sales representatives’ job performance, their work performance, sales presentations, technical knowledge, adaptiveness, teamwork, planning, support, the organisational capabilities for business identification, relationship-building and innovation are all higher in medium BGs than in small BGs. Eleven sub-constructs of the model were shown to be important for small BGs.

Originality/value

The current study is focused on BGs from Estonia, i.e. small BGs and medium BGs. The study contributes to the internal factors of resources and capabilities of BGs as well as to the literature review on BGs. It also provides a logical conceptual model, indicating that the export manager’s job satisfaction is the central construct influenced by antecedent factors and is related directly to the export sales performance of the BG.

Open Access
Article
Publication date: 28 November 2018

Lisa M. Young and Swapnil Rajendra Gavade

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee…

4202

Abstract

Purpose

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee job satisfaction survey of a US hospitality organization.

Design/methodology/approach

Sentiment analysis is used to examine the employee comments by identifying meaningful patterns, frequently used words and emotions. The statistical computing language, R, uses the sentiment analysis process to scan each employee survey comment, compare the words with the predefined word dictionary and classify the employee comments into the appropriate emotion category.

Findings

Employee responses written in English and in Spanish are compared with significant differences identified between the two groups, triggering further investigation of the Spanish comments. Sentiment analysis was then conducted on the Spanish comments comparing two groups, front-of-house vs back-of-house employees and employees with male supervisors vs female supervisors. Results from the analysis of employee comments written in Spanish point to higher scores for job sadness and anger. The negative comments referred to desires for improved healthcare, requests for increased wages and frustration with difficult supervisor relationships. The findings from this study add to the growing body of literature that has begun to focus on the unique work experiences of Latino employees in the USA.

Originality/value

This is the first study to examine a large unstructured English and Spanish text database from a hospitality organization’s employee job satisfaction surveys using sentiment analysis. Applying this big data analytics process to advance new insights into the human capital aspects of hospitality management is intriguing to many researchers. The results of this study demonstrate an issue that needs to be further investigated particularly considering the hospitality industry’s employee demographics.

Details

International Hospitality Review, vol. 32 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 4 June 2019

Angie R. Skelton, Deborah Nattress and Rocky J. Dwyer

Employee turnover expenses can cost businesses more than 100 per cent of a single employee’s annual wages and negatively affection an organization’s production and profits. High…

31408

Abstract

Purpose

Employee turnover expenses can cost businesses more than 100 per cent of a single employee’s annual wages and negatively affection an organization’s production and profits. High employee turnover also could affect community tax collections, social programs and physical and mental health issues. Therefore, understanding contributors to higher employee turnover remains essential for organizational managers from both a corporate and societal standpoint. This paper aims to provide an analysis of how job satisfaction and job embeddedness could predict employee turnover intent.

Design/methodology/approach

A randomly selected survey which consisted of Andrews and Withey’s (1976) job satisfaction questionnaire, a global job embeddedness scale (Crossley et al., 2007) and a three-item turnover intent questionnaire derived from a survey created by Mobley et al. (1978) using a Likert-type measurement to survey randomly selected individuals used within manufacturing plants located in the Southeastern USA.

Findings

The results of the multiple regression analysis showed a significant relationship between job satisfaction, job embeddedness and turnover intent; and that satisfied and committed employees are less likely to plan to leave their employment.

Originality/value

Limited current information is available on how job satisfaction and job embeddedness predict turnover intentions in US Southeast manufacturing. This study includes information that shows the importance of job satisfaction and job embeddedness on retaining employees in this region and industry. Given the importance of employee retention on corporate productivity, morale and profits along with the ability to improve the organization’s positive contribution to society, it is important for managers to understand these factors and their effect on employee turnover intent.

Details

Journal of Economics, Finance and Administrative Science, vol. 25 no. 49
Type: Research Article
ISSN: 2077-1886

Keywords

Open Access
Article
Publication date: 6 July 2023

Hong-Lei Mu, Jiang Xu and Sijing Chen

The main purposes of this research are: first of all, to re-classify the types of corporate social responsibility (CSR) into primary stakeholder-oriented CSR and secondary…

3310

Abstract

Purpose

The main purposes of this research are: first of all, to re-classify the types of corporate social responsibility (CSR) into primary stakeholder-oriented CSR and secondary stakeholder-oriented CSR from the perspective of stakeholders and, second, to investigate empirically how and which types of CSR can better impact employees' job satisfaction and happiness management.

Design/methodology/approach

An online self-administered questionnaire was adopted to test the conceptual model. Questionnaires were sent to Chinese employees and restrict the data to those whose companies had experience implementing CSR. The study employed the partial least squares structural equation modeling (PLS-SEM) technique for data analysis using SmartPLS 4.0 software.

Findings

For factors of happiness management, both primary stakeholder-oriented CSR and secondary stakeholder-oriented CSR had significant and positive effects on happiness management. In addition, both primary and secondary stakeholder-oriented CSR positively and significantly affected job satisfaction, with primary stakeholder-oriented CSR way larger than secondary stakeholder-oriented CSR. Job satisfaction, in turn, was positively and significantly associated with happiness management. The results showed that the control variables of gender and education background had significant effects on happiness management.

Practical implications

First, the results provide useful empirical evidence in support of the feasibility that firms could develop competitive and sustainable development strategies by paying more attention to CSR practices. In terms of the primary stakeholder-oriented CSR, managers are recommended to put employees' benefits as a priority and invest in the to offer a healthy and safe working environment or employee support programs. In terms of the secondary stakeholder-oriented CSR, managers are suggested to denote parts of earnings to charity and to people in need. Second, in order to create job satisfaction, firms should put a stronger emphasis on CSR practices. When considering job satisfaction, managers should treat their employees in a socially responsible way and fulfill their demands and rights and place this at the core of their CSR activities.

Originality/value

First, this study makes a contribution to the existing literature by classifying the four important CSR practices into two types from the perspective of stakeholder theory. By incorporating a series of CSR practices and the stakeholder theory, this study provides a comprehensive and reasonable CSR classification, which has not been considered by prior research. Second, this study adds to the literature by defining the construct of happiness management explicitly along with identifying the dimensions of happiness management. Third, to the best of the authors' knowledge, this is one of the first studies exploring the relationship between CSR and happiness management. Finally, this study is among the first to investigate the correlation between job satisfaction and happiness management.

Details

Management Decision, vol. 62 no. 2
Type: Research Article
ISSN: 0025-1747

Keywords

Open Access
Article
Publication date: 1 February 2018

Jeroen Schepers and Edwin J. Nijssen

Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its…

11925

Abstract

Purpose

Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its offerings toward customers. However, this approach is not without risk as customers may be disappointed or even frustrated with brand advocacy behavior in many service encounters. The purpose of this paper is to study the impact of FLEs’ brand advocacy on customer satisfaction with the service encounter, and identify the conditions under which the effects are detrimental. This paper specifically considers service issue severity and product newness as contingency conditions.

Design/methodology/approach

Building on social identification theory, the paper builds a conceptual model, which is empirically tested using a data set that matches data from service engineers, customers, and archival records from the after-sales service department of a globally operating business-to-business print and document management solutions provider.

Findings

This paper finds that brand advocacy behavior harms customer satisfaction especially in service encounters that involve simple service issues (e.g. maintenance) for products that are new to the market. Fortunately, brand identification can compensate this negative effect under many service conditions. While the joint effect of brand identification and advocacy is most beneficial for severe service issues of new products, no effect on customer satisfaction was found for established products.

Practical implications

This paper identifies those service situations in which brand advocacy is advisable and guides managers toward achieving more favorable customer evaluations.

Originality/value

Past research has considered several FLE branding activities in the frontline but the effects of brand advocacy have not been isolated. In addition, most studies have assumed the effects of employee brand-related behaviors on customer satisfaction to be universally positive rather than negative and focused on antecedents and not on moderators and consequences.

Details

Journal of Service Management, vol. 29 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Open Access
Article
Publication date: 20 September 2022

Rana Muhammad Umar and Salman Saleem

Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness…

1761

Abstract

Purpose

Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure.

Design/methodology/approach

A critical incident technique (CIT) in conjunction with a self-administered online survey was carried out. Using the snowball sampling technique, a total of 204 useable responses were collected. To test the hypotheses, this study used partial least squares structural equation modeling (PLS-SEM).

Findings

The study finds that perceived EEC influences service recovery satisfaction. Additionally, the study identifies the mediating role of consumer forgiveness in the relationship between perceived EEC and recovery satisfaction. Multi-group moderation analysis shows that the relationship between perceived EEC and recovery satisfaction is weaker in process failures as compared to outcome failures.

Practical implications

Based on obtained results, this study recommends that after service failure consumer forgiveness and subsequent recovery satisfaction can be obtained with perceived EEC. To do so, managers need to incorporate emotional competence while recruiting and training the employees. Moreover, managers need to train employees on failure types and respective recovery strategies. Lastly, the study suggests that in emerging markets managers should pay greater emphasis on process failure, because such failure decreases customer satisfaction greatly than outcome failure.

Originality/value

To the authors' knowledge, this is the first study that investigates the impact of perceived EEC on consumer forgiveness which subsequently determines the recovery satisfaction in the emerging markets. It extends the application of the emotional contagion and affect infusion theories by exposing the effect of perceived EEC on recovery satisfaction through consumer forgiveness. In addition, the study provides insights that the influence of perceived ECC on recovery satisfaction significantly varies across service failure types.

Details

British Food Journal, vol. 124 no. 13
Type: Research Article
ISSN: 0007-070X

Keywords

Open Access
Article
Publication date: 18 December 2020

Maureen Snow Andrade, Doug Miller and Jonathan H. Westover

This study offers a global comparative analysis of variables associated with job satisfaction, specifically work-life balance, intrinsic and extrinsic rewards, and work relations…

10892

Abstract

Purpose

This study offers a global comparative analysis of variables associated with job satisfaction, specifically work-life balance, intrinsic and extrinsic rewards, and work relations on job satisfaction for hotel housekeepers.

Design/methodology/approach

The study analyzes these variants across 29 countries using International Social Survey Program data.

Findings

Findings indicate significant differences in job satisfaction for hotel housekeepers across countries, lower job satisfaction for hospitality occupations compared to all other occupational categories, lower job satisfaction for hotel housekeepers than employees in other hospitality occupations, and a statistically significant positive impact of some elements of work-life balance, intrinsic and extrinsic rewards, and coworker relations on job satisfaction.

Originality/value

The hospitality industry is characterized by poor work-life balance, high turnover rates and limited rewards. Hotel housekeepers report lower levels of satisfaction than other hospitality workers in terms of work-life balance, pay, relationships with managers, useful work and interesting work. Housekeepers play an important role in hotel quality and guest satisfaction. As such, understanding and addressing factors contributing to job satisfaction for hotel housekeepers is critical for managers

Details

International Hospitality Review, vol. 35 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 24 August 2020

Huub Ruel and Esther Njoku

This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on…

25502

Abstract

Purpose

This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on employee engagement, retention and productivity levels, stemming from its potential implications for service quality and customer satisfaction.

Design/methodology/approach

Based on the exploration of relevant literature, role theory and service-profit chain were used to develop – role-service-profit chain.

Findings

Role-service-profit chain is an analytical tool which has strong implications for investment and deployment analysis of the new technologies in hospitality and tourism businesses. It proposes how managers can evaluate how the role expectation of technological innovations relate to service quality and customer satisfaction through its impact on employee-related outcomes (such as employee engagement, retention and productivity), and assess the corresponding impact on profitability and growth, in the context of their own unique internal environment and position in the market.

Research limitations/implications

Although an empirical assessment of the hypothesised relationships in the model is required to evaluate and validate it in the hospitality industry, role-service-profit chain presents promising implications for tourism and hospitality practice and future research.

Practical implications

Role-service-profit chain is an analytical tool from which managers can make improvements on talent and talent management practices and adjust expectations and behaviours in ways that facilitate improvements in service quality and customer satisfaction.

Originality/value

This paper makes an important contribution to hospitality and tourism literature, as it explores how AI technologies implemented to improve on talent and talent management practices impact on service quality and customer satisfaction, and develops analytical tools by which this may be evaluated.

Details

Journal of Tourism Futures, vol. 7 no. 1
Type: Research Article
ISSN: 2055-5911

Keywords

Open Access
Article
Publication date: 27 December 2021

Pia Sirola, Annu Haapakangas, Marjaana Lahtinen and Virpi Ruohomäki

The purpose of this case study is to investigate how the personnel in an organization experienced the process of change when moving from private offices to an activity-based…

4611

Abstract

Purpose

The purpose of this case study is to investigate how the personnel in an organization experienced the process of change when moving from private offices to an activity-based office (ABO) and how their perceptions of change were associated with changes in their satisfaction with the work environment a year after relocation.

Design/methodology/approach

A comparative pre-post study design and mixed methods were used. Survey data was obtained from 154 employees before the relocation and 146 after the relocation. The data on the 105 employees who responded to both surveys were statistically analyzed. Representatives of different units were interviewed (n = 17) and documentary material was analyzed as complementary material.

Findings

The personnel’s criticisms concerned the reasons for the change, their opportunities to influence the office design and the extent to which their views were taken into account. Environmental satisfaction decreased after moving to the ABO. The personnel’s ratings of the workplace change process before the relocation were associated with the later change in environmental satisfaction. Based on logistic regression, the degree of agreement with management’s reasons for the change was the strongest predictor of the change in environmental satisfaction.

Practical implications

Organizations that move from private offices to an ABO should invest in high-quality change management and simultaneously develop both work and facilities. Special attention should be paid to clarifying the rationale for the change to the employees and to providing them with opportunities to influence during the change. Organizations should continue to monitor user experiences and evaluate the effects of the change after the office redesign and should take corrective action as needed.

Originality/value

This empirical case study is unique as it combined qualitative and quantitative methods and investigated the process of relocation and its outcomes in a one-year follow-up. This approach captured the importance of managing change and assessing the long-term effects of office redesign when moving from private offices to an ABO.

Details

Facilities , vol. 40 no. 15/16
Type: Research Article
ISSN: 0263-2772

Keywords

Open Access
Article
Publication date: 3 June 2021

Phuong Anh Tran, Sadia Mansoor and Muhammad Ali

Derived from leader–member exchange theory, this study hypothesises the relationships between work–family related managerial support and affective commitment and job satisfaction

4484

Abstract

Purpose

Derived from leader–member exchange theory, this study hypothesises the relationships between work–family related managerial support and affective commitment and job satisfaction, and advocates that these relationships are mediated by work–family conflict.

Design/methodology/approach

The model was tested in an Australian manufacturing organisation using survey data from employees, using structural equation modelling in Analysis of Moment Structures (AMOS).

Findings

The findings suggest that enhanced work–family related managerial support will decrease work–family conflict, eventually enhancing employees' affective commitment and job satisfaction.

Originality/value

This study provides important insights into the impact of managerial support on improvements in employees' work–family conflict, and, in turn, its impact on affective commitment and job satisfaction, in the Australian context.

研究目的

源自領導者-成員交換理論,本研究就與工作、家庭有關的管理支援與情感承諾和工作滿足感之間的關係提出假設,並主張工作家庭衝突是引發這些關係的媒介。

研究設計/方法/理念

有關的模型使用來自員工的調查數據,並使用AMOS內的結構方程式模式,在澳洲一個製造業組織內被測試。

研究結果

研究結果暗示、若加強與工作家庭有關的管理支援,則工作家庭衝突便會減少,而這最後將會增加員工的情感承諾和工作滿足感。

研究的原創性/價值

本研究提出了重要的見解,使我們更了解在澳洲的背景下,管理支援對改善僱員工作家庭衝突之作用,進而更明白管理支援對情感承諾和工作滿足感的影響。

Details

European Journal of Management and Business Economics, vol. 32 no. 1
Type: Research Article
ISSN: 2444-8451

Keywords

1 – 10 of over 3000