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Article
Publication date: 31 December 2024

Afreen Khanam, Sana Sadaf, Sheema Tarab and Nasir Zamir

This study intends to examine the influence of customer incivility (CI) on work-family conflict (WFC), with a specific focus on the mediating function of psychological distress…

Abstract

Purpose

This study intends to examine the influence of customer incivility (CI) on work-family conflict (WFC), with a specific focus on the mediating function of psychological distress (PD) and the moderating role of psychological entitlement (PE). Additionally, the study explores whether PE moderates the indirect influence of CI on WFC through psychological distress.

Design/methodology/approach

We gathered data from 326 employees employed in the Indian service sector and analyzed them using partial least squares structural equation modeling (PLS-SEM) with SmartPLS v4.

Findings

The findings demonstrate that customer incivility increases employee WFC. Additionally, PD served as a partial mediator in CI and WFC relationships. Moreover, the study uncovered that psychological entitlement (PE) moderates the association between CI and PD. Importantly, the indirect influence of customer incivility on WFC via psychological distress was high at higher PE.

Practical implications

This study offers practical insights for mitigating customer incivility and work-family conflict. Organizations can implement employee assistance programs (EAPs) to offer confidential counseling services to the victim of CI. Additionally, managers should promote a performance-driven culture where incentives and recognition are based on genuine accomplishments to manage psychologically entitled employees.

Originality/value

Our research is the first to propose and validate the predictive influence of CI on WFC through psychological distress. Furthermore, by exploring the moderating effect of PE in comprehending the connection between customer incivility, PD and work-family conflict, our study contributes novelty to the existing literature.

Details

Journal of Economic and Administrative Sciences, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2054-6238

Keywords

Case study
Publication date: 17 October 2012

Reshma Nasreen, Sadaf Siraj and Sana Beg

Services marketing and marketing strategy.

Abstract

Subject area

Services marketing and marketing strategy.

Study level/applicability

The case is basically aimed at post-graduate management students; it can be used in strategic management courses. Students can understand McKinsey's 7S model with the help of this case as well as the seven Ps of service industry. Students can also gain an insight into the hub and spoke model. The case can also be used in courses of entrepreneurship.

Case overview

The case is primarily the entrepreneurial journey of Mr Samar Qureshi in a quick service restaurant business. The entrepreneur Mr Samar Qureshi at a very young age dreamt of opening up an Indian fast food chain. He worked hard to make his dream a reality. In a brief period of five years Qureshi's Fast Trax has reached the level of world-renowned fast food chains like McDonald's and KFC in terms of quality and ambience. Overcoming the hurdles and the challenges Fast Trax has 22 outlets in Delhi NCR. Samar has also introduced the fast food culture in a small town, Aligarh, and wishes to expand it further to other B class towns of India where people desire to go to fast food chains and to enjoy the high standards of food and service as are enjoyed by people living in metros. He has also been instrumental in changing the concept of canteen to restaurant in schools and colleges. The case discusses the challenges facing Fast Trax in the cut-throat environment of the fast food industry.

Expected learning outcomes

These include: highlighting the 7Ps of services in the context of a retail chain and establishing interlinkages between the seven Ss identified by McKinsey.

Supplementary materials

Teaching notes are available. Please consult your librarian for access.

Details

Emerald Emerging Markets Case Studies, vol. 2 no. 8
Type: Case Study
ISSN: 2045-0621

Keywords

Article
Publication date: 2 March 2012

Ali Afshar, Wa'el Alaghbari, Elias Salleh and Azizah Salim

Kish Island is one of the most attractive tourism destinations in Iran and it is becoming an increasingly popular destination for tourism investment. Many people have recently…

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Abstract

Purpose

Kish Island is one of the most attractive tourism destinations in Iran and it is becoming an increasingly popular destination for tourism investment. Many people have recently migrated to the island. Thus, one of the housing policies for the island is to maximize the efficiency of residential lands, particularly in providing affordable housing for low‐income people. The purpose of this study is to develop social, economical and architectural solutions for affordable housing design and overcome related problems using adapted vernacular solutions.

Design/methodology/approach

The methodology of this study involved identifying the research problem, followed by formatting the research framework, reviewing the comprehensive literature and documenting the concepts of affordable housing and vernacular architecture. Therefore, an affordable house design methodology was used to develop vernacular architecture to minimize cost and environmental impacts, while maximizing the social acceptability in housing projects for low‐income earners in Kish Island. Section A in Mir Mohanna, which is the most important residential centre for the low‐income people, was used as the study area in this research.

Findings

The results of this study clarified that the houses in Section A in Mir Mohanna did not meet the criteria of affordable housing and people's needs. Hence, some suggestions for affordable housing would certainly contribute towards formulating all these, including housing policy to be implemented on Kish Island.

Originality/value

The current paper was an attempt to find strategies for guiding the appropriate process of developing affordable housing on the basis of vernacular architecture for the country and other similar places. It is hoped that the recommendations might increase more regulated housing development and housing policies on Kish Island.

Details

International Journal of Housing Markets and Analysis, vol. 5 no. 1
Type: Research Article
ISSN: 1753-8270

Keywords

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