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1 – 10 of over 94000Byron W. Keating and Marjan Aslan
The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents…
Abstract
Purpose
The service recovery literature provides little guidance to firms on how users of self-service technology (SST) perceive assistance provided by human and non-human service agents following a service obstacle. This research responds by addressing two important research questions about SST recovery: (1) how are perceptions of assistance provided following a service obstacle influenced by a customer's psychological needs? and (2) does supporting the psychological needs of customers positively impact continuance intentions following a service obstacle?
Design/methodology/approach
Data are collected to address the research questions via five experiments that explore how assistance provided by a non-human (vs human vs no assistance) service agent contributes to perceptions of psychological support and continuance intentions following a service obstacle while volitionally using SST.
Findings
The results show that while users of SST would prefer to do so without an obstacle requiring intervention of a service agent, if assistance is required then the psychological need support elicited from a non-human service agent was vital to an effective recovery. Further, the findings highlight some boundary conditions for this relationship, with the impact of customer perceived need support on continuance intentions found to be sensitive to fit between the task and assistance provided and the complexity of the task being completed.
Originality/value
Much of the prior service recovery literature has emphasized the different types of tactics that can be used (e.g. apologizing, monetary compensation and explaining what happened), failing to appreciate the role of different types of service agents or the underlying psychological process that explain the relative merit of such tactics. The present research shows that for these tactics to influence continuance intentions, they must be provided by a relevant service agent and support a customer's psychological need for autonomy, competence and relatedness. The hypothesized impact of psychological need support on continuance intentions was also observed to be contingent upon the fit between the task and the type of assistance provided, where the level of task complexity attenuated this fit.
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Johnrev Guilaran and Hong An Nguyen
Disaster responders play a crucial role in providing aid to individuals and communities following catastrophic events. Being tasked to protect and preserve life and property…
Abstract
Disaster responders play a crucial role in providing aid to individuals and communities following catastrophic events. Being tasked to protect and preserve life and property, these groups of professionals are constantly exposed to various hazards, which puts them at risk of negative mental health consequences. This chapter describes and discusses these mental health effects and interventions for disaster responders in Southeast Asia. The chapter defines who the disaster responders are in Southeast Asian countries. Drawing from the literature, this chapter enumerates the various positive and negative psychological consequences of disaster response, and the risk and protective factors associated with disaster response work. This chapter also describes the different interventions, such as psychological first aid and psychotherapy, following the Inter-agency Standing Committee (IASC) (2007) guidelines on conducting mental health and psychosocial support services (MHPSS), and focusing on the Southeast Asian context. This chapter ends with a discussion of the different challenges of providing MHPSS in Southeast Asia and with some recommendations on how to improve the delivery of these services and the mental health of disaster responders in general.
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Muhammad Faisal Malik, Muddasar Ghani Khwaja, Hasan Hanif and Saqib Mahmood
The purpose of current study was to investigate the impact of supervisor support on Knowledge Sharing Behavior through psychological well-being, psychological ownership, and…
Abstract
Purpose
The purpose of current study was to investigate the impact of supervisor support on Knowledge Sharing Behavior through psychological well-being, psychological ownership, and Alturism. The study also took mindfulness as first path moderator in the relation to supervisor support and psychological well-being, and psychological ownership.
Design/methodology/approach
Positivism research philosophy followed by the deductive approach is followed to meet the objectives of the current study. A total of 219 employees from the telecom sector were identified as the respondents of the study. A purposive sampling technique was used to collect the data through self-administrated questionnaires. Exploratory and confirmatory factor analyses were used through AMOS to generate the results and test hypotheses.
Findings
The results suggested that supervisor support significantly contributes to the achievement of the knowledge-sharing behavior of employees with the chain of mediation, i.e. psychological well-being, ownership and altruism. Similarly, the moderating role of mindfulness is significant in the relationship between supervisor support and psychological well-being.
Originality/value
Although a number of researchers have studied the link between supervisor support and other employees related attitudinal and behavioral outcomes, few have explored the roles of psychological ownership, well-being and altruism in the relationship of knowledge sharing behavior. This study thus posits a novel sequential mediation and moderation mechanism, based on the social exchange theory, through which supervisor support is translated into knowledge sharing behavior.
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Shu-Hsien Liao, Da-Chian Hu and Yi-Ching Huang
Emotional intelligence (EI) affect behavior and thinking patterns are linked to physical and mental health, employee interpersonal relationships and job performance. Regarding…
Abstract
Purpose
Emotional intelligence (EI) affect behavior and thinking patterns are linked to physical and mental health, employee interpersonal relationships and job performance. Regarding individual EI, workplace employees expect high organizational support with positive employee relations, because they regard employee relations as a perceived support from the organization, which reflects a positive organization's citizenship behavior. Thus, in terms of human resource management, enhancing organizational citizen behavior can ensure that employees continue to improve job performance by maintaining a positive psychological state and employee relations.
Design/methodology/approach
Using a questionnaire survey and structural equation modeling, this study aims to investigate the relationships between EI, psychological capital, job performance, organizational citizenship behavior (OCB) and perceived organizational support. The research subjects (N = 536) were in life insurance companies in Taiwan.
Findings
The results showed that psychological capital plays a mediating role in the effect of EI on OCB. Perceived organizational support is used to determine the existence of the effect of moderated mediation in the proposed research model.
Originality/value
This is the first study to find that the indirect effect of EI on organizational citizen behavior through psychological capital is stronger when there are higher levels of perceived organizational support than when there are lower levels of perceived organizational support. In addition, in terms of employee relation development, employee perceived organizational support from organizations is a critical influence which bridges employees' EI and organizational citizen behavior through psychological capital on the human resource management.
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The purpose of the study is to investigate the psychological safety, organisation support and emotion in the workplace during the transition from office to home working during the…
Abstract
Purpose
The purpose of the study is to investigate the psychological safety, organisation support and emotion in the workplace during the transition from office to home working during the COVID-19 pandemic crisis. Past studies on emotion in the workplace mostly focus on types of discreet emotion, in relation to positive and negative emotions (e.g. Connelly and Torrence, 2018; Rubino et al., 2013). Other studies reported that emotions are derived from social comparison processes (Matta and Dyne, 2020). During a crisis, the emotional responses of the workers and organisational support to the different group of employees differ due to the social exchange relationship. Hence, this study contributes to the field of organisational support by examining the organisational support as the investment of both physical and psychological resources, and the emotional responses of employees to the COVID-19 pandemic crisis during transition from office to work-from-home setting. Through thick descriptions of the workers' emotion responses to this transition, the research examined how organisational support potentially impacts the worker's experience of psychological safety.
Design/methodology/approach
The study was conducted in the Singapore context. In light of the COVID-19 pandemic, the Singapore Government imposed regulatory restrictions, the “Circuit Breaker” from April 7 2020 to curb the spread of the virus infections. Most workplaces from the public service agencies to the private enterprises implemented work from home arrangements for most of the employees. The data were generated from an online survey that included self-reported text-based narratives in response to open-ended questions. Open-ended questions effectively allowed respondents to define the real-world situation in their perspectives. Salaried workers from both the public and private organisations were invited to take part in this research. Respondents comprise full-time, part-time and contracted employees from the diverse sectors. The final sample size of 131 respondents was used. A qualitative data analysis was employed to gain deeper insight into the workers' emotional reactions, including their personal experiences of organisational support and psychological safety, during the transition from office to work from home setting.
Findings
The qualitative examination, through thematic coding, reveals the phenomenon of emotion triggered by social comparison emotion and critical socio-emotional resources (i.e. task, flexibility, communication, health and safety and social support) during a health crisis. Specifically, the employees' emotional reactions were elicited from the perceived organisational support, in how organisation cares for their well-being and work contributions and, in turn, influence the psychological safety. For example, the approach of the online communication (as a form of organisation support) practised by the managers has implications on the different levels of psychological safety experienced by the employee. In addition, emotional resources can be interpreted as organisation support. The findings revealed that emotions such as anxiety, stress, unfairness, inferiority and vulnerability are triggered by perceived inequity and comparison with the decisions or resources of the referent others of higher level such as the management (upward social comparison emotion). On the other hand, the emotions of pride, empathy, shared goals and support are generated by the care, collective interest and comparison of the referent others of lower level such as the subordinate (downward social comparison emotion). This study adds theoretical depth to the phenomenon of socio-emotional resources and the implications of psychological safety and organisational support of different work groups in the organisation.
Practical implications
The practical implications contribute to human resource management practices to understanding the socio-emotional resources of the core and periphery groups. It is imperative for organisation to exercise equity in the allocation of resources and treatment between different groups (core and periphery). The implications of this study show the phenomenon of emotional responses arise from comparison within groups linking with perceived fairness. The managerial decisions and supervisor management style are key factors in promoting healthy emotion and psychological safety. Management style such as micromanagement and control were not favourable among employees, and autonomy, trust and empathy resonate with employees. During a crisis and major workplace changes, demonstrating employee care through feedback, timely and specific information sharing and participatory form of communication contribute to the positive perception of procedural and interactional fairness. In the initial phase of workplace change amid crisis, some element of control is inevitable. Supervisor support may come in the form of open communication in conveying the rationale for the need to exercise control in one process and flexibility may be accorded in another task. The empowerment of workplace decisions, open communication in shared goals and assurance and trust are critical in enhancing a high psychological safety.
Originality/value
This study examines the roles of emotion, psychological safety and organisational support among different groups of workers (full-time, part-time and contracted employees) in the context of COVID-19 pandemic. There has been scant study in examining the core and periphery groups relating to these research topics. The findings in this study reveal the phenomenon of emotions triggered by social comparison during the workplace changes and the display of different socio-emotional resources within groups. This qualitative research supported the past studies that autonomy in decision-making, supervisor support, employee care and trust affect psychological safety.
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Debbie M. Tromp, Arjan van Rheede and Robert J. Blomme
Turnover of highly educated employees in the hospitality industry is growing rapidly. A predictor of turnover in the hospitality industry recently put forward, but not yet fully…
Abstract
Turnover of highly educated employees in the hospitality industry is growing rapidly. A predictor of turnover in the hospitality industry recently put forward, but not yet fully researched, is psychological strain. This chapter investigates the role of psychological strain and organizational support in relation to affective commitment and turnover intentions. The results show that both psychological strain and organizational support were found to be significant predictors of turnover intentions. The effect of organizational support was partly mediated by psychological strain and fully by affective commitment. No significant interaction effects with gender were found. As organizational support is a precursor of both psychological strain and intention to leave and is in the scope of influence of a hospitality company, it could be a starting point for reducing turnover.
Tarik Tuncay and Bugra Yildirim
The purpose of this paper is to examine coping strategies, social support, and psychological distress for comparable samples of unemployed (n=389) and re-employed (n=270…
Abstract
Purpose
The purpose of this paper is to examine coping strategies, social support, and psychological distress for comparable samples of unemployed (n=389) and re-employed (n=270) individuals. The authors hypothesized that problem-focused coping and higher levels of social support would be associated with lower levels of psychological distress for unemployed vs re-employed participants.
Design/methodology/approach
The cross-sectional design and the convenience sampling method were used in the study.
Findings
Although unemployed participants reported poorer coping, higher levels of psychological distress, and lower levels of social support compared to re-employed participants; social support and coping strategies predicted psychological distress. Multiple regression analyses suggest that emotion-focused coping strategies were related to higher levels of psychological distress, whereas social support and problem-focused coping strategies were related to lower levels of psychological distress. Social support accounted for more variance in participants’ psychological distress above and beyond all other variables. Single and unemployed participants of the study used less problem-focused, more emotion-focused coping, and perceived lower social support than married unemployed. Gender and marital status of the unemployed were also significantly associated with psychological distress. In addition, older and less educated unemployed participants perceived less social support and used emotion-focused coping more frequently.
Practical implications
The findings indicated that being female, single, older, and low educated are the potential sociodemographic risk factors for the psychosocial well-being of unemployed people.
Originality/value
The favourable effects of certain coping strategies suggest the potential benefits of interventions to reduce reliance on emotion-focused coping and stimulate more problem-focused strategies in order to enhance psychological well-being.
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Sylvie Guerrero and Olivier Herrbach
The purpose of this paper is to present an empirical study of the link between psychological contract fulfilment and affective states at work. The paper argues that perceived…
Abstract
Purpose
The purpose of this paper is to present an empirical study of the link between psychological contract fulfilment and affective states at work. The paper argues that perceived organizational support is the key attitudinal intervening variable that arises from the cognitive assessment of the exchange relationship between employer and employee and is in turn related to the generation of affective states at work.
Design/methodology/approach
The paper tests this assumption using a manager sample of 249 participants and a longitudinal design.
Findings
Perceived organizational support mediates the relationship between psychological contract fulfilment and workplace affect.
Research limitations/implications
Affect was not measured in real time, but through self‐reports. Future research could study how and under what conditions psychological contract fulfilment generates perceived organizational support.
Originality/value
One of the few studies that have sought to research the affective dimension of the psychological contract.
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Curt Adams and Olajumoke Beulah Adigun
This study was designed to test the relationship between principal support of student psychological needs and faculty trust in students. Without direct empirical evidence to draw…
Abstract
Purpose
This study was designed to test the relationship between principal support of student psychological needs and faculty trust in students. Without direct empirical evidence to draw from, the line of reasoning integrated evidence on social-cognitive processes involved in trust formation and conversation theory to advance two hypotheses: (1) After accounting for school and leadership conditions, principal support of student psychological needs will be related to school differences in faculty trust in students; (2) The relationship between principal support of student psychological needs and faculty trust in students is mediated by a positive view of the teaching task.
Design/methodology/approach
Hypotheses were tested with a nonexperimental, correlational research design using ex post facto data. Due to the hierarchical structure of the data, hypotheses were tested with a 2-2-1 multilevel mediation model in HLM 7.03 with restricted maximum likelihood estimation.
Findings
Findings were consistent with the hypothesized relationships – principal support of student psychological needs was related to faculty trust in students and this relationship was mediated by teacher perceptions of the teaching task.
Originality/value
School research has primarily examined interpersonal antecedents of trust, focusing on behaviors and characteristics that position a person or group as trustworthy. This study extends trust research to the cognitive side of the formation process, calling attention to the function of mental representation in shaping trust discernments. Results suggest that cognitive processes hold promise as both a source of faculty trust in students and as a malleable mental structure that school leaders can shape through conversation.
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Timothy G. Ford, Jentre Olsen, Jam Khojasteh, Jordan Ware and Angela Urick
The actions of school leaders engender working conditions that can play a role in positively (or negatively) affecting teachers’ motivation, well-being or professional practice…
Abstract
Purpose
The actions of school leaders engender working conditions that can play a role in positively (or negatively) affecting teachers’ motivation, well-being or professional practice. The purpose of this paper is to explore how leader actions might bring about positive teacher outcomes through meeting teachers’ psychological needs at three distinct levels: the intrapersonal, interpersonal and organizational.
Design/methodology/approach
Using a sample of over 1,500 teachers from 73 schools in a large, high-poverty, urban Midwestern school district, the authors applied a multilevel path analysis to the study of the relationships between the intrapersonal, interpersonal and organizational dimensions of teacher psychological needs and the teacher affective states of burnout, organizational commitment and intent to leave the school and/or profession.
Findings
Whereas the intrapersonal dimension works primarily through burnout, the findings suggest that the interpersonal dimension (teacher–principal interactions) primarily functions to cultivate organizational commitment among teachers. At the organizational level, cultivating a trusting, enabling work environment where teachers can build on existing knowledge and skills had a demonstrated relationship to collective teacher burnout and organizational commitment, but only to the degree that these actions serve to build collective teacher efficacy.
Practical implications
In addressing existing deficits in support for teachers’ psychological needs within a school, school leaders have a significant mechanism through which to affect the attitudes and emotions of teachers which precede turnover behavior. However, addressing teacher psychological needs should be thought of as multidimensional – no single dimension (either the intrapersonal, interpersonal or organizational) alone will be sufficient. Principals should expect to work both one-on-one as well as collectively with teachers to address school working conditions which support their psychological needs as learners.
Originality/value
Prior studies examining the various working conditions of schools have included many common constructs, but the authors demonstrate how self-determination theory could be used to unify these seemingly unique characteristics of school working conditions with respect to how they support (or thwart) the psychological needs of teachers. The authors also empirically test the relationship of these dimensions to a wide-range of commonly-used teacher affective outcomes.
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