Search results

1 – 10 of over 18000
Article
Publication date: 1 August 2005

Nicholas J. Ashill, Janet Carruthers and Jayne Krisjanous

This paper proposes investigating a model of service recovery performance in a public health‐care setting.

4972

Abstract

Purpose

This paper proposes investigating a model of service recovery performance in a public health‐care setting.

Design/methodology/approach

Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand inner‐city public hospital completed a self‐administered questionnaire on organizational variables affecting their service recovery efforts, job satisfaction and intention to resign. Data obtained from the hospital were analyzed using the SEM‐based partial least squares (PLS) methodology.

Findings

The results show significant relationships between perceived managerial attitudes, work environment perceptions, service recovery performance and outcomes variables.

Research limitations/implications

Limitations of the study are noted including the generalizability of the findings within a public health‐care environment. Suggestions for future research include an examination of other variables potentially important in service recovery efforts. A patient perspective would also be valuable.

Practical implications

The research advances understanding of frontline service recovery performance in a health‐care setting and the findings indicate that health‐care managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.

Originality/value

Very little attention has been given to understanding the antecedents and outcomes of service recovery performance in the health‐care literature. By expanding earlier research in private sector industries, the study investigates a model of service recovery performance in a public health‐care setting.

Details

Journal of Services Marketing, vol. 19 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 6 April 2010

Michel Rod and Nicholas J. Ashill

The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private…

6140

Abstract

Purpose

The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand.

Design/methodology/approach

In a cross‐sectional survey grounded in Bagozzi's reformulation of attitude theory, frontline hospital employees (FHEs) were asked about how MCSQ impacted on their service recovery performance in both the public and private sectors.

Findings

The results of the study suggest that the relationship between MCSQ and service recovery performance is mediated by organizational commitment. With the exception of the relationship between MCSQ and organizational commitment, there are no differences between FHEs in the private and public sectors.

Originality/value

Very little attention has been given to a comparative examination of those managerial practices critical for improving frontline employee service recovery efforts in a public and private healthcare context. Our research addresses this paucity.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 4 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 24 November 2017

Luu Trong Tuan and Vo Thanh Thao

Public service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership…

2318

Abstract

Purpose

Public service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect.

Design/methodology/approach

Public employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling.

Findings

From the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM.

Originality/value

The research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship.

Details

Marketing Intelligence & Planning, vol. 36 no. 1
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 13 June 2023

Muhammad Aamir Shafique Khan, Du Jianguo, Shuai Jin, Munazza Saeed and Adeel Khalid

Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery

Abstract

Purpose

Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.

Design/methodology/approach

Data were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.

Findings

The results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.

Practical implications

This study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.

Originality/value

The present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.

Details

Journal of Service Theory and Practice, vol. 33 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 25 April 2023

Hoang Thi Kim Quy, Mai Dong Tran and Tien Minh Dinh

The present study aims to explore the linkages among transformational leadership, workplace spirituality and frontline employee (FLE) service recovery performance in the aviation…

Abstract

Purpose

The present study aims to explore the linkages among transformational leadership, workplace spirituality and frontline employee (FLE) service recovery performance in the aviation service industry. The resilience of individuals was taken as a mediator for the associations between transformational leadership as well as workplace spirituality and frontline employee's service recovery performance. The hypothesized research model was examined by integrating the principles of COR theory and the SDT perspective on psychological needs.

Design/methodology/approach

The research model was evaluated via partial least squares (PLS). In particular, SmartPLS 3.0 software was utilized to examine anticipated correlations through a poll of 371 air service provider frontline employees.

Findings

Results demonstrated that transformational leadership had a positive impact on both service recovery performance and spirituality in the workplace. The positive connection between workplace spirituality and service recovery performance was also supported. Further, the mediating role of an employee's resilience in these relationships was established. The paper provides a significant contribution with both theoretical and practical implications.

Practical implications

The present research also provides some practical implications for the aviation industry. Since the aviation industry is a high-contact service industry, aviation frontline employees play a crucial role in service recovery strategies. Thus, air service providers need to provide these employees with ample resources to effectively handle service failures. Moreover, the service recovery performance of air service providers may benefit from the hiring of managers with strong transformational leadership styles. Therefore, these providers should take leadership style into account when recruiting, promoting and training supervisors. Managers should, among other activities, implement transformational leadership approaches, such as inspiring and motivating, establishing a supportive organizational climate, paying attention to employees' needs and engaging in active listening.

Originality/value

The current study contributes to the stream of research on SRP and the role of transformational leadership, workplace spirituality and resilience in service recovery in particular. Furthermore, by integrating the COR and SDT theories, the current study gives more real-world proof of the importance of leadership for organizations.

Details

Journal of Organizational Effectiveness: People and Performance, vol. 10 no. 4
Type: Research Article
ISSN: 2051-6614

Keywords

Article
Publication date: 13 February 2019

Osman M. Karatepe, Anastasia Ozturk and Taegoo Terry Kim

The purpose of this paper is to propose a research model that investigates work engagement as a mediator of the effect of family support on proclivity to leave work early, in-role…

1245

Abstract

Purpose

The purpose of this paper is to propose a research model that investigates work engagement as a mediator of the effect of family support on proclivity to leave work early, in-role performance (IRP), service recovery performance (SRP) and extra-role performance (ERP). The research model also examines work engagement as a mediator of the impact of self-efficacy on the aforesaid outcomes. In addition to these relationships, the study assesses self-efficacy as an underlying mechanism linking family support to work engagement.

Design/methodology/approach

The authors employed a time-lagged design. Specifically, data were obtained from frontline bank employees (FBEs) in Russia in three waves, within one week time intervals. FBEs’ performance outcomes were rated by their managers.

Findings

As hypothesized, self-efficacy and family support foster FBEs’ work engagement, which in turn reduces proclivity to leave work early and activates IRP, SRP and ERP. In line with the study predictions, the findings highlight the impact of self-efficacy in the intermediate linkage between family support and work engagement.

Practical implications

Management should organize workshops where FBEs’ family members are invited to participate. In such workshops, they can understand the nature of frontline service jobs in the competitive banking environment and are expected to provide support to FBEs. This is significant because family support influences work engagement directly and indirectly through self-efficacy and affects the above-mentioned performance outcomes only via work engagement. Training programs should not only focus on the development of knowledge, skills and abilities for service delivery and complaint handling but also center on the costs arising from nonattendance behaviors/intentions. As a result, these programs should make FBEs minimize such intentions.

Originality/value

Work engagement is still a timely topic and there have been calls for the identification of factors influencing work engagement and its consequences among frontline employees. Therefore, our study uses family support and self-efficacy as the two crucial resources that can influence employees’ positive psychological states and their work performance. Further, using solid theoretical underpinnings such as conservation of resources, social information processing, and job demands-resources theories, our study is the first to link family support and self-efficacy to multiple performance outcomes and nonattendance intentions via work engagement among FBEs.

Details

International Journal of Bank Marketing, vol. 37 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 27 May 2022

Azim Zarei, Ghazale Taheri and Hadi Ghazvini

Researchers, with the widespread acceptance of Web-based technologies by companies, have recently discovered a new type of social capital through these mass communication tools…

Abstract

Purpose

Researchers, with the widespread acceptance of Web-based technologies by companies, have recently discovered a new type of social capital through these mass communication tools, but there is still limited knowledge about its formation. Therefore, this study specifically aims to conceptualize and validate brand social capital (BSC) by analyzing the role of the online brand community’s social media capital (OBCSC).

Design/methodology/approach

Research data was collected using a questionnaire with 39 closed-ended questions. Participants, among the 220 questionnaires distributed, only returned 140 acceptable questionnaires, indicating a response rate of 64%. The statistical population of the study included managers and employees of e-commerce companies active in social media in the field of B2C who introduce and sell their products and services on various types of social networking websites. This study performed data analysis using structural equation modeling with partial least squares.

Findings

The results showed that OBCSC has a positive and significant effect on the integration of brand knowledge, branding co-creation and sense of belonging to the brand community, and in addition, using the mediating role of these three variables, it also has a positive effect on BSC. This study rejects only hypothesis 8 among all the hypotheses formulated, which shows that the sense of belonging to the brand community has no significant effect on branding co-creation.

Originality/value

By conceptualizing a new phenomenon called BSC and how its conversion mechanism is, this research defines a specific and formulated path to better identify the results of the organizational use of social media. In addition, it significantly contributes to increasing managers’ understanding of the importance of online brand community activities in internalizing customer brand knowledge within the company and turning it into wealth.

Details

VINE Journal of Information and Knowledge Management Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5891

Keywords

Open Access
Article
Publication date: 8 May 2023

Ali Hassanzadeh Mohassel, Reza Hesarzadeh and Mohammad Ali Bagherpour Velashani

This paper aims to examine how leadership style in audit firms influences audit quality. The paper further explores the mediating role of knowledge sharing in the relationship…

2795

Abstract

Purpose

This paper aims to examine how leadership style in audit firms influences audit quality. The paper further explores the mediating role of knowledge sharing in the relationship between leadership style and audit quality.

Design/methodology/approach

The present paper studies the effects of transformational and servant leadership styles on audit quality through knowledge sharing. Data are collected from 396 Iranian external auditors via a questionnaire.

Findings

The results show that both transformational and servant leadership style significantly influence audit quality through knowledge sharing. Moreover, the impact of transformational leadership style is stronger than the impact of servant leadership style.

Originality/value

In audit quality literature, little attention has been devoted to both leadership style and knowledge sharing. This paper develops a parsimonious model which shows how leadership style improves audit quality, and how knowledge sharing strengthens the impact of leadership style on audit quality. The results have important implications particularly for audit industry.

研究目的

本文探討審計公司內的領導風格會如何影響審計質量; 本文亦進一步探索、在領導風格與審計質量的關聯上、知識共享所扮演的調節角色。

研究設計/方法/理念

本文旨在研究透過知識共享、轉型領導風格和僕人式領導風格會如何影響審計質量。數據取自396名伊朗外聘審計員,方法是透過一份調查問卷而進行的。

研究結果

研究結果顯示、轉型領導風格和僕人式領導風格兩者均會透過知識共享、影響著審計質量,而且,這影響是頗為顯著的。就影響的程度而言,轉型領導風格的影響則較僕人式領導風格的更為強烈。

研究的原創性/價值

在研究審計質量的文獻裡,學者對領導風格和知識共享這兩個課題均沒多大關注。本文建立了一個簡約模型,去顯示領導風格如何能改善審計質量,以及知識共享如何能增強領導風格對審計質量的影響。研究結果給予我們重要的啟示,尤對審計行業而言。

Details

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

Keywords

Abstract

Details

Responsible Investment Around the World: Finance after the Great Reset
Type: Book
ISBN: 978-1-80382-851-0

Article
Publication date: 3 August 2010

Michel Rod and Nicholas J. Ashill

This paper seeks to examine the role of customer orientation in a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the new…

2501

Abstract

Purpose

This paper seeks to examine the role of customer orientation in a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the new public management context of a former public sector government department that has undergone corporatisation and now operates as a state‐owned enterprise (SOE).

Design/methodology/approach

Frontline employees (FLEs) complete a self‐administered questionnaire on how customer orientation affects their job satisfaction and organisational commitment, and how these job attitudes impact service recovery performance and turnover intentions. Data obtained from the FLEs were analysed using the structural equation modeling‐based partial least squares methodology.

Findings

Seven of eight hypotheses are supported. Results suggest that there is a significant influence of customer orientation on job satisfaction and organisational commitment, which in turn influence service recovery performance and turnover intentions.

Practical implications

The research advances understanding of the influence of customer orientation on affective and behavioural job outcomes. SOE managers can take actions on a number of different fronts to assist progress towards improving FLE service recovery efforts and reduce turnover intentions.

Originality/value

The impact of customer orientation on affective job outcomes (job satisfaction and organisational commitment) and behavioural job outcomes (service recovery performance and turnover intentions) has not been investigated in the context of SOEs.

Details

Marketing Intelligence & Planning, vol. 28 no. 5
Type: Research Article
ISSN: 0263-4503

Keywords

1 – 10 of over 18000