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1 – 10 of 186
Article
Publication date: 2 October 2019

Mukaram Ali Khan, Syed Sohaib Zubair and Maria Malik

The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ…

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Abstract

Purpose

The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.

Design/methodology/approach

Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS.

Findings

Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL.

Practical implications

Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses.

Originality/value

The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

Details

South Asian Journal of Business Studies, vol. 8 no. 3
Type: Research Article
ISSN: 2398-628X

Keywords

Article
Publication date: 12 February 2018

Muhammad Shaukat Malik and Maria Kanwal

The purpose of this paper is to investigate empirically impacts of organizational knowledge-sharing practices (KSP) on employees’ job satisfaction (JS), interpersonal…

2042

Abstract

Purpose

The purpose of this paper is to investigate empirically impacts of organizational knowledge-sharing practices (KSP) on employees’ job satisfaction (JS), interpersonal adaptability (IA) and learning commitment (LC). Indirect effects of KSP on JS are also confirmed through mediating factors (LC and IA).

Design/methodology/approach

Self-administered questionnaire was used for data collection. Knowledge workers from service sector organizations were taken as population of study. Therefore, three types of institutes (banks, insurance and telecom companies) from services sector of Pakistan were selected for sampling purpose. A sample size of 435 employees, comprising 145 employees from each type of institute, was selected. Linear regression analysis and mediation analyses were performed for statistical analysis.

Findings

Organizational support for knowledge sharing fosters learning commitment (LC), and interpersonal adaptability (IA) among workforce that ultimately grounds employees’ job satisfaction. Therefore, in our findings, the mediating role of IA is greater than the mediating effect of LC.

Research limitations/implications

This study presents a firm reasoning to decision makers for implementation of KSP in the organizations. Findings of study offer several subjects for discussion in the field of KS by academics and research. Present research is limited to test the composite effect of KSP for some selected employee outcomes only.

Originality/value

This research attempts to provide empirical evidence about impacts of KSP on employee outcomes. Research work on such issues was lacking in Pakistani context. Therefore, this paper supplies ample of theoretical base for future research as well as management decision makers to maximize the benefits of implementing KSP at their organizations.

Details

Journal of Workplace Learning, vol. 30 no. 1
Type: Research Article
ISSN: 1366-5626

Keywords

Book part
Publication date: 15 January 2021

Thespina J. Yamanis, Ana María del Río-González, Laura Rapoport, Christopher Norton, Cristiana Little, Suyanna Linhales Barker and India J. Ornelas

Purpose: Fear of deportation and its relationship to healthcare access has been less studied among immigrant Latinx men who have sex with men (MSM), a population at risk…

Abstract

Purpose: Fear of deportation and its relationship to healthcare access has been less studied among immigrant Latinx men who have sex with men (MSM), a population at risk for HIV and characterized by their multiple minority statuses. The first step is to accurately measure their fear of deportation.

Approach: We used an exploratory sequential mixed methods design. Eligibility criteria were that research participants be ages 18–34 years; Latinx; cisgender male; having had sex with another male; residing in the District of Columbia metro area; and not a US citizen or legal permanent resident. In Study 1, we used in-depth interviews and thematic analysis. Using participants' interview responses, we inductively generated 15 items for a fear of deportation scale. In Study 2, we used survey data to assess the scale's psychometric properties. We conducted independent samples t-test on the associations between scale scores and barriers to healthcare access.

Findings: For the 20 participants in Study 1, fear of deportation resulted in chronic anxiety. Participants managed their fear through vigilance, and behaviors restricting their movement and social network engagement. In Study 2, we used data from 86 mostly undocumented participants. The scale was internally consistent (α = 0.89) and had a single factor. Those with higher fear of deportation scores were significantly more likely to report avoiding healthcare because they were worried about their immigration status (p = 0.007).

Originality: We described how fear of deportation limits healthcare access for immigrant Latinx MSM.

Research implications: Future research should examine fear of deportation and HIV risk among immigrant Latinx MSM.

Details

Sexual and Gender Minority Health
Type: Book
ISBN: 978-1-83867-147-1

Keywords

Article
Publication date: 6 March 2017

Arleen Hernández-Díaz, Theany Calderon-Abreu, Maria Amador-Dumois and Mario Córdova-Claudio

Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and…

Abstract

Purpose

Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees.

Design/methodology/approach

Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs.

Findings

The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions.

Research limitations/implications

The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results.

Practical implications

Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees.

Originality/value

The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

Propósito

Las instituciones de educación superior, en particular en el caso de las universidades públicas, se enfrentan al reto de crear más valor en un entorno de necesidades y limitaciones en aumento. El propósito de este estudio es explorar la relación entre el marketing interno y las resultantes actitudes laborales de los empleados. El objetivo del marketing interno es estimular y retener empleados de contacto que estén motivados y sean conscientes de la importancia de los clientes.

Diseño/metodología/enfoque

Se analizaron datos de 94 empleados de contacto de una institución pública de educación superior utilizando modelos de regresión de cuadrados mínimos parciales para explorar y predecir constructos claves.

Resultados

Los resultados demuestran la relación entre los siguientes constructos: niveles de empatía de los empleados de contacto, iniciativas institucionales de marketing interno, y las resultantes actitudes de los empleados del sector público, en particular organizaciones en el sector de la educación superior.

Limitaciones/implicaciones de la investigación

El presente estudio se basa en los datos auto informados de una pequeña muestra de empleados de contacto que trabajan sólo en áreas relacionadas con matrícula. Nuevos estudios deberían ser diseñados para la confirmación de la teoría y la generalización de los resultados.

Implicaciones prácticas

Los altos directivos de las instituciones públicas de educación superior deben fomentar la identificación con la organización a través de iniciativas de marketing interno, tales como procedimientos establecidos de comunicación interna. Los directivos académicos deben continuamente adiestrar y retener a los empleados de contacto que han desarrollado la capacidad de proveer servicios de manera empática y que tienen sentido de pertenencia a la organización. Proveer servicio de manera empática debe ser incorporado en las descripciones de empleo y formación de los empleados de contacto.

Originalidad/valor

El estudio contribuye a la literatura limitada sobre el uso de marketing interno y empatía en los servicios en el sector público, específicamente en las instituciones de educación superior.

Article
Publication date: 10 December 2018

Rozaimah Zainudin, Nurul Shahnaz Ahmad Mahdzan and Ee Shan Leong

This study is an exploratory study investigating firm-specific internal factors that influence the profitability performance of selected life insurance firms in eight…

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Abstract

Purpose

This study is an exploratory study investigating firm-specific internal factors that influence the profitability performance of selected life insurance firms in eight Asian countries (China, Hong Kong, Taiwan, Singapore, Japan, South Korea, Thailand and Malaysia) from 2008-2014. This paper aims to focus on internal rather than external factors based on the resource-based view suggesting that the internal resources of a firm are key to gaining competitive advantage.

Design/methodology/approach

The authors used panel data estimation model to test our six hypotheses on these eight selected countries for the period between 2008 and 2014.

Findings

A random effect model reveals that size, volume of capital and underwriting risk are significantly related to the profitability of Asian life insurance firm, measured as return on assets. Premium growth, asset tangibility and liquidity are insignificant predictors of the profitability performance of these life insurance firms.

Practical implications

Three implications of this study are that life insurance firms need to proactively tap new business opportunities by attracting younger generation customers via e-marketing technologies; secure larger capital base to finance their market expansion strategies; and focus on intangible resources such as goodwill, brand equity and reputation.

Originality/value

This study contributes to the literature by conducting an exploratory regional-based panel study of Asian life insurance firms to find common factors that contribute towards profitability. The study is conducted on a collective sample of Asian life insurance firms based on the premise that the firms included in the sample engage in cross-border activities and share the same international financial reporting standards. These commonalities allow us to treat the firms jointly in a somewhat similar Asian macroeconomic environment.

Details

Journal of Asia Business Studies, vol. 12 no. 4
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 5 January 2023

João Jungo, Mara Madaleno and Anabela Botelho

This study aims to examine the impact of financial inclusion and financial innovation on corruption, considering the moderating role of education, as well as identify the…

Abstract

Purpose

This study aims to examine the impact of financial inclusion and financial innovation on corruption, considering the moderating role of education, as well as identify the specific modality of digital inclusion and payments that contribute to corruption reduction.

Design/methodology/approach

The study uses a representative sample consisting of 46 African countries in three different years 2011, 2014 and 2017. On the data, feasible generalized least squares (FGLS), instrumental variables – two stages least squares (IV-2SLS) and two-stage generalized method of moments (IV-2GMM) model estimation methods were employed.

Findings

The results suggest that financial inclusion and education significantly reduce corruption. As well, the interaction between financial inclusion and education reduces corruption. Additionally, the authors find that the expansion of bank credit and the use of credit and debit cards are the specific modes of financial inclusion and digital payments that can contribute to corruption reduction.

Research limitations/implications

This study awakens policymakers in African countries about the need to consider education as an alternative measure to support financial inclusion and reduce the use of physical cash in transactions for an effective fight against corruption.

Practical implications

Regarding practical implications, the study shows that financial inclusion besides reducing poverty for households can contribute to macroeconomic stability in Africa.

Originality/value

The study uses a representative sample composed of 46 African countries and considers the role of education in moderating the relationship between financial inclusion and financial innovation on corruption. Furthermore, the study identifies the specific modality of financial inclusion and digital payments that contribute to corruption reduction.

Details

International Journal of Social Economics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0306-8293

Keywords

Open Access
Article
Publication date: 29 July 2021

Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction…

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Abstract

Purpose

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

Design/methodology/approach

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

Findings

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

Originality/value

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Article
Publication date: 24 February 2022

Deron Danario Wilson

The maritime industry is crucial to the global economy and the scarcity of seafarers is an urgent concern. Seafarers are in short supply right now and will continue to be…

Abstract

Purpose

The maritime industry is crucial to the global economy and the scarcity of seafarers is an urgent concern. Seafarers are in short supply right now and will continue to be so in the foreseeable future. This study interrogates Jamaica’s position as a seafarer labour market through the prism of the industry’s apparent scarcity of seafarers (officers) while examining Jamaica’s maritime education and training system as a tool for nation-building. Previous studies have almost exclusively focused on specific jurisdictions, but as far as we know, very little research has investigated Jamaica as a maritime labour market.

Design/methodology/approach

To achieve the aim of this study, mixed-method research was applied in collecting and analyzing data.

Findings

The study revealed that Jamaican seafarers possess several positive attributes such as good communication skills, they are typically well trained and have good cross-cultural skills, making them compatible with a multicultural crew. However, the supply of Jamaican seafarers continues to be low due to several challenges, including a lack of government support for the sector, lack of key stakeholder collaboration and a lack of awareness about career prospects.

Research limitations/implications

The topic of seafarer supply is a broad one, and due to its scope and practical limitations, detailed statistical studies were not undertaken. As a result, further work is needed to establish more precise correlations between the essential variables.

Practical implications

Many findings point to Jamaica’s strengths as a provider of seafarers, yet problems and obstacles were also mentioned. The study’s findings point to a lack of maritime awareness among youth, as well as, perhaps surprisingly, among stakeholders and policymakers. The paper provides a holistic report on Jamaica’s status as a seafaring supply country that policymakers can use to inform policy and to upscale Jamaica’s seafaring output.

Social implications

A career as a seafarer can be both intriguing and lucrative. Hence, creating a conducive environment that promotes training, world-class certification and seafarers’ employment may increase seafarers’ output and, by extension, contribute to Jamaica’s economy and nation-building.

Originality/value

Jamaica’s status as a maritime labour market is insufficiently studied and as a result several key questions and notions have not as yet been discussed. This study explores the maritime labour market in Jamaica and documents what exists.

Details

Worldwide Hospitality and Tourism Themes, vol. 14 no. 2
Type: Research Article
ISSN: 1755-4217

Keywords

Article
Publication date: 27 October 2022

Joanna Maria Szulc

The aim of this article is to extend current debates on organizational equality, diversity and inclusion to a consideration of neurodivergence in the remote workplace context.

Abstract

Purpose

The aim of this article is to extend current debates on organizational equality, diversity and inclusion to a consideration of neurodivergence in the remote workplace context.

Design/methodology/approach

Drawing on the ability, motivation, and opportunity (AMO) model and an emerging strength-based approach to neurodiversity, this conceptual paper integrates research on neurodiversity at work and remote working to provide a novel AMO model for a neuro-inclusive remote workplace.

Findings

Through a theoretically informed discussion of barriers to effective remote work from the perspective of neurominorities, the AMO model for the neuro-inclusive remote workplace is offered to assist organizations in creating an inclusive remote work environment where both neurominorities and neurotypicals can equally contribute to organizational success. Specific examples of how certain barriers to effective remote work can be mitigated are outlined and explained.

Practical implications

The conceptual model presented in this paper can assist HR practitioners in developing a comprehensive approach to skill, motivation, and opportunity-enhancing practices that are tailored to the unique needs of neurominorities in a specific context of remote work to generate mutual gains.

Originality/value

The model of interactions between individual and system factors offered enables a better theoretical understanding of the conditions under which high performance of neurodivergent individuals could be achieved with an associated positive impact on their well-being. The paper contributes to recent calls for more equitable and empathetic approaches to investing in employees with different cognitive profiles and does so in the underexplored context of remote work.

Details

Personnel Review, vol. 51 no. 8
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 7 May 2020

Mendiola Teng-Calleja, Maria Regina M. Hechanova, Pinky Rose Sabile and Angelique Pearl Virtue P. Villasanta

This study explored the resilience-building initiatives of work organizations using the Johns Hopkins Resistance–Resilience–Recovery Model. It also determined how…

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Abstract

Purpose

This study explored the resilience-building initiatives of work organizations using the Johns Hopkins Resistance–Resilience–Recovery Model. It also determined how resilience-building initiatives increase organizational resilience and promote employee resilience.

Design/methodology/approach

The study employed an exploratory sequential mixed-methods approach. In Study 1, resilience-building initiatives of selected work organizations in the Philippines were determined through qualitative research. A survey questionnaire to determine the presence of resistance, resilience and recovery programs in organizations was developed based on the results of this qualitative study. In Study 2, the empirical relations of these initiatives to reported levels of perceived organizational resilience as well as individual employee resilience were determined through a quantitative survey among employees. Data was analyzed using structural equation modeling.

Findings

The findings of the study described resistance, resilience and recovery programs in work organizations. Results also supported the hypothesis that the presence of resilience-building initiatives contributes to organizational resilience, which in turn affects employee resilience.

Research limitations/implications

The relatively low contribution of organization initiatives on organization resilience suggests that other factors may need to be explored. Also, despite using a sequential mixed-method approach, conducting longitudinal studies in future research will provide more robust data on the impact of interventions on resilience.

Practical implications

Management may use the results in identifying initiatives that can increase resilience in their organizations. The tool created may be utilized in gathering data on initiatives and help those in-charge of disaster risk reduction and management build a business case on the importance of investing in resilience-building efforts.

Originality/value

The study identified resilience-building initiatives of work organizations in a country that regularly experiences disasters as well as demonstrated the utility of the Johns Hopkins Model as framework for resilience building in the workplace. A survey questionnaire to determine the presence of resistance, resilience and recovery programs in organizations was developed through the exploratory study (Study 1), and the contributions of these initiatives to resilience of employees and organizations were established in Study 2.

Details

International Journal of Workplace Health Management, vol. 13 no. 4
Type: Research Article
ISSN: 1753-8351

Keywords

1 – 10 of 186