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Article
Publication date: 7 June 2021

Teresa Proenca and Helena Rodrigues

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze…

Abstract

Purpose

Call center is a large and growing sector worldwide and is facing important human resource management (HRM) and service challenges. The purpose of this study is to analyze the impact of structural empowerment (SE) and psychological empowerment (PE) on customer satisfaction (CS) through employee job satisfaction (JS) at a call center in Portugal.

Design/methodology/approach

Data were collected by means of a survey handed over personally to 267 employees at the call center of a telecommunication company. This was then linked to their respective net promoter score (CS) provided by the call center. Confirmatory factor analysis and structural equation modeling were used as analytical tools.

Findings

SE affects PE, and both have a positive impact on JS. Empowerment impacts CS: SE positively affects CS mediated by PE; and PE affects CS mediated by JS.

Practical implications

This study emphasizes the importance of the use of organizational practices of SE in call centers to achieve two important organizational outcomes: employee JS and CS.

Originality/value

This study tests a process model involving two domains, HRM (employee side) and service delivery (customer side), which are traditionally dealt with separately in the context of call centers. This helps to understand how HRM polices are connected to CS. Although some of these relationships have been studied separately in different contexts, the research offers a strong methodological design by linking employee perceptions of empowerment with data provided by the firm on CS.

Objetivo

O setor dos call centers é grande e está em crescimento em todo o mundo, enfrentando importantes desafios de Gestão de Recursos Humanos (GRH) e de Serviços. O objetivo principal deste estudo é analisar o impacto do empoderamento estrutural (EE) e do empoderamento psicológico (EP) na satisfação do cliente (SC) através da satisfação no trabalho (ST) dos colaboradores de um call center em Portugal.

Desenho/Metodologia

Os dados foram recolhidos por meio de um questionário entregue pessoalmente a 267 funcionários do call center de uma empresa de telecomunicações. Esses dados foram ligados aos dados fornecidos pela empresa em relação à satisfação do cliente para cada colaborador, utilizando o net promoter score. A análise fatorial confirmatória e a modelagem de equações estruturais foram utilizadas como ferramentas analíticas.

Resultados

O EE afeta o EP e ambos têm um impacto positivo na ST. O empoderamento impacta a SC: i) o EE afeta positivamente a SC mediada por o EP; ii) o EP afeta a SC mediado pela ST.

Implicações práticas

Este estudo enfatiza a importância do uso de práticas organizacionais de EE em call centers para atingir dois resultados organizacionais importantes: a ST do funcionário e a SC.

Originalidade/Valor

Este estudo testa um modelo processual envolvendo dois domínios, a gestão de recursos humanos (lado do funcionário) e a entrega de serviços (lado do cliente) no contexto de call centers, que tradicionalmente são tratados separadamente. O estudo ajuda a entender como as políticas de GRH estão conectadas à SC. Embora algumas dessas relações tenham sido estudadas separadamente em diferentes contextos, a pesquisa oferece um forte desenho metodológico ao vincular as perceções dos funcionários sobre o empoderamento com os dados fornecidos pela empresa sobre a satisfação do cliente.

Objetivo

El sector de los centros de llamadas es grande y está creciendo en todo el mundo, y se enfrenta a importantes desafíos de gestión de recursos humanos y servicios. El objetivo principal de este estudio es analizar el impacto del empoderamiento estructural (EE) y el empoderamiento psicológico (EP) en la satisfacción del cliente (SC) a través de la satisfacción laboral (SL) de los empleados de un centro de llamadas en Portugal.

Diseño/Metodología

Los datos fueron recolectados mediante una encuesta entregada personalmente a 267 empleados en el centro de llamadas de una empresa de telecomunicaciones. Estos datos se vincularon a los datos proporcionados por la empresa en relación con la satisfacción del cliente de cada empleado, utilizando el net promotor score. El análisis factorial confirmatoria y el modelado de ecuaciones estructurales se utilizaron como herramientas analíticas.

Resultados

El EE afecta el EP y ambas tienen un impacto positivo en la SL. El empoderamiento impacta el SC: i) EE afecta positivamente el SC mediado por el EP; ii) El EP afecta a la SC mediada por la SL.

Implicaciones practices

Este estudio enfatiza la importancia de utilizar prácticas organizacionales de EE en los centros de llamadas para lograr dos importantes resultados organizacionales: la SL del empleado y la SC.

Originalidad/Valor

Este estudio prueba un modelo de proceso que involucra dos dominios, la gestión de recursos humanos (lado del empleado) y la prestación de servicios (lado del cliente) en el contexto de los centros de llamadas, que tradicionalmente se tratan por separado. El estudio ayuda a comprender cómo las políticas de recursos humanos están conectadas a SC. Aunque algunas de estas relaciones se han estudiado por separado en diferentes contextos, la investigación ofrece un sólido diseño metodológico al vincular las percepciones de empoderamiento de los empleados con los datos proporcionados por la empresa sobre la satisfacción del cliente.

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Article
Publication date: 7 August 2017

Teresa Rebelo and Adelino Duarte Gomes

Interest in the relationship between organizational culture and performance is not new but it still attracts considerable attention from researchers. In the literature on…

Abstract

Purpose

Interest in the relationship between organizational culture and performance is not new but it still attracts considerable attention from researchers. In the literature on organizational learning, organizational culture is mainly conceived as an essential condition to facilitate and support learning and consequently as an important feature in achieving organizational performance nowadays. In the scope of this research topic, the purpose of this paper is to analyze the effect of organizational learning culture on two organizational outcomes – profitability and customer satisfaction, and the mediation effect of total quality management (TQM) in these relationships.

Design/methodology/approach

The data were collected from 107 firms and the technique used for data analysis was structural equation modeling.

Findings

The results reveal a positive direct impact of organizational learning culture on organizational profitability and a positive indirect effect, through TQM, on customer satisfaction.

Originality/value

These findings support to a body of literature that claims the relevance of developing a cultural orientation toward learning in organizations in order to contribute to organizational success. This study also takes into account some methodological features in order to increase the quality of culture-performance research.

Objetivo

O interesse na relação entre cultura organizacional e performance, embora não sendo novo, continua a atrair uma atenção considerável da investigação. Na literatura sobre aprendizagem organizacional, a cultura organizacional é maioritariamente entendida como uma condição essencial para facilitar a aprendizagem nas e das organizações e, consequentemente, como um aspeto importante para garantir um desempenho organizacional positivo. No âmbito desta temática, este estudo analisa o efeito de uma cultura organizacional orientada para a aprendizagem em dois tipos distintos de resultados organizacionais – a rentabilidade e a satisfação do cliente, assim como o papel mediador da gestão pela qualidade total nestas relações.

Método

Os dados foram recolhidos numa amostra de 107 empresas e utilizaram-se modelos de equações estruturais para a sua análise.

Resultados

Os resultados revelam um efeito positivo direto da cultura de aprendizagem na rentabilidade e um efeito positivo indireto, via gestão pela qualidade total, na satisfação dos clientes.

Originalidade/Valor

Estes resultados são consonantes com a literatura que defende a relevância de desenvolver uma orientação cultural para a aprendizagem nas organizações, de forma a contribuir para o sucesso organizacional. Este estudo tem, igualmente, em consideração vários aspetos metodológicos que visam contribuir para a qualidade da investigação da relação cultura-performance.

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Article
Publication date: 12 February 2021

Munir de Sá Mussa, Renata Gomes Cordeiro and Henrique Da Hora

An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by…

Abstract

Purpose

An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view.

Design/methodology/approach

A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model.

Findings

Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements.

Originality/value

It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.

Details

Journal of Modelling in Management, vol. 16 no. 2
Type: Research Article
ISSN: 1746-5664

Keywords

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Article
Publication date: 1 December 2002

Roberto Gilioli Rotondaro

E‐commerce has recently generated, at a very fast rate, a lot of new techniques trying to win customers and make money. The success of these techniques can only be real if…

Abstract

E‐commerce has recently generated, at a very fast rate, a lot of new techniques trying to win customers and make money. The success of these techniques can only be real if the customer recognizes them and, most important of all, starts buying from you. This paper deals with discovering an e‐commerce user’s expectations that make them qualify and choose an e‐business supplier. To accomplish this, we use the “critical incident technique”. This method results in a hierarchical relationship between critical incidents, satisfaction items and customer’s needs, that are related to quality dimensions. The quality dimensions obtained changed in relation to the traditional service quality dimensions, showing that after a period of experience, the customer starts to establish his/her quality standards and take decisions based on these standards. Both the surviving and the successful companies are those which will learn to identify, understand and satisfy these needs.

Details

Industrial Management & Data Systems, vol. 102 no. 9
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 1 December 2020

Marcelo Benetti Corrêa da Silva, Marina Giacometti Valente, Angela Petroli, Daniel Luis Notari, Suélen Bebber and Ana Cristina Fachinelli

The raised competitiveness among technology companies, especially for being able to work with markets physically distant from their final consumer, makes it important to…

Abstract

Purpose

The raised competitiveness among technology companies, especially for being able to work with markets physically distant from their final consumer, makes it important to know the employee’s perception about the built environment since the physical workspaces influence productivity. This paper aims to analyze the attributes and dimensions of the built environment of a development software company that most impact the employee’s satisfaction through their perception. It allows the company to identify the strengths and weaknesses of the built environment, enhancing the employee’s satisfaction, productivity and, consequently, the company revenues.

Design/methodology/approach

This research applied a survey by the drop off method and analyzed data through confirmatory factor analysis and multiple linear regression. Therefore, these methods explain how the attributes behave in each theoretical dimension and evaluate the relation between the dependent and independent dimensions.

Findings

The theoretical result of this research concerns the employee’s satisfaction with the built environment of a software development company. Overall, employee satisfaction is related to the dimensions of functionality, appearance and personal relationships, not being significant aspects of configuration. On the other hand, the employee’s overall satisfaction with the built environment is related to the functional dimension.

Research limitations/implications

This research limitation is related to the size of the sample, which is a pre-determined and fixed population: all the company’s employees.

Originality/value

Perceived quality applied to a work environment of a software development company.

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Article
Publication date: 5 June 2017

Maria Graça Casimiro Almeida and Arnaldo Coelho

The purpose of this paper is to understand the precursors of corporate reputation (CR) and their impacts on brand equity (BE), and to analyse the moderating role of…

Abstract

Purpose

The purpose of this paper is to understand the precursors of corporate reputation (CR) and their impacts on brand equity (BE), and to analyse the moderating role of corporate social responsibility (CSR) perceptions.

Design/methodology/approach

This study proposes a theoretical model which is tested using structural equation modelling. In total, 464 valid questionnaires were collected from a sample of customers of the biggest union of dairy cooperatives of the Iberian Peninsula.

Findings

Results show that the better the reputation, the higher the BE; however, these findings are more robust among customers with higher perceptions of CSR.

Research limitations/implications

This study is based on cross-sectional data from a single company.

Practical implications

The results may help managers build a better reputation and therefore increase their BE. CSR practices are essential to reinforcing this relationship.

Social implications

This paper contributes to the competitiveness of a type of organisation which is closely associated to the social structure of the rural population.

Originality/value

The results may help cooperatives’ managers to increase CR and BE. The emphasis is on the need to adopt CSR practices.

Objectivo

O objectivo desta investigação é compreender os antecedentes da reputação corporativa (CR) e seus impactos sobre o valor da marca (BE) e analisar o papel moderador das percepções da responsabilidade social das empresas (RSE).

Desenho/metodologia/abordagem

Este estudo propõe testar um modelo teórico utilizando a modelagem de equações estruturais. Quatrocentos e sessenta e quatro questionários válidos foram recolhidos de uma amostra de clientes da maior organização corporativa de lacticínios da Península Ibérica.

Resultados

Os resultados mostram que uma melhor reputação faz aumentar o valor da marca (BE). No entanto, estes resultados são mais robustos entre os clientes com percepções mais altas de Responsabilidade Social Corporativa.

Limitações/Implicações para a pesquisa

Esta pesquisa é baseada nos dados transversais de uma empresa.

As implicações práticas

Os resultados podem ajudar os gestores a construírem uma reputação melhor e portanto, aumentarem o valor da marca, sabendo que as práticas de RSE são essenciais para fortalecer esse relacionamento.

Implicações sociais

Este trabalho contribui para a competitividade de um tipo de organização que está associada à estrutura social da população rural.

Originalidade/Valor

Os resultados podem ajudar os gestores das cooperativas a potenciarem a melhoraria da reputação corporativa e do valor da marca. A ênfase é sobre a necessidade de adoptar práticas de RSE.

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Article
Publication date: 14 November 2016

Márcio Lopes Pimenta and Éderson Luiz Piato

The purpose of this paper is to present an analysis of the cognitive relationship between personal values of buyers and attributes of automobiles.

Abstract

Purpose

The purpose of this paper is to present an analysis of the cognitive relationship between personal values of buyers and attributes of automobiles.

Design/methodology/approach

In total, 60 interviews were performed with buyers of sporty and compact cars. The qualitative laddering technique guided data collection and analysis, resulting in two cognitive value maps (HVM). The results were interpreted based on three theoretical approaches: Schwartz (1994), Allen (2000) and Gutman (1982).

Findings

The dominant chains from the two models indicate connection between “design and hedonism,” “internal finishing and hedonism” and “security items and safety as a value.” Therefore, these customers are predominantly characterized by individualistic values: by the pursuit of personal pleasure and concern for personal safety.

Research limitations/implications

Due to qualitative techniques having been used, future research could validate some presented results through surveys based on the connections between the set of attributes and values presented in this research.

Practical implications

Results from this study can help to develop segmentation and advertising strategies, as well as marketing aftermarket actions based on the psychographic profile provided by the HVMs. They may also assist integration between the initial and final phases of new vehicles’ development which have concepts similar to those studied here.

Originality/value

The extant literature provides few studies with the specific objective of identifying connections between vehicle attributes and the personal values of the consumers. This paper presents an interpretation of the cognitive relationships between vehicle attributes and personal values through three theoretical perspectives, providing multidimensional profiles to explain consumers’ values.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 28 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

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Book part
Publication date: 15 April 2021

Abstract

Details

The Global Private Health & Fitness Business: A Marketing Perspective
Type: Book
ISBN: 978-1-80043-851-4

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Article
Publication date: 29 April 2021

Nathalia de Paula and Silvio Melhado

The objective of this paper is to draw up management guidelines on environmental sustainability for architectural and engineering design firms.

Abstract

Purpose

The objective of this paper is to draw up management guidelines on environmental sustainability for architectural and engineering design firms.

Design/methodology/approach

The paper is derived from a research experience between 2010 and 2018. That experience comes from three source sets: Management Development Program for Design Firms from the Research Line of Management Design, Department of Civil Construction Engineering, University of São Paulo in Brazil; papers including a doctoral thesis; and literature review. Revisiting and investigating processes were conducted by research questions, resulting in lessons learned, management difficulties and guidelines.

Findings

The guidelines were drawn up from a strategic sphere, understanding internal and external factors to the firm, diagnosis of the firm's management and sustainability, a building sustainability plan, implications of the plan for management processes, plan monitoring and control and plan evaluation.

Research limitations/implications

The studies were mostly conducted in Brazil, and one of them in the USA. Other studies could be carried out in other countries comparing findings or implementing the guidelines.

Practical implications

The findings will provide feedback to Management Development Program for Design Firms (PDGEP) in the action research method. Moreover, the knowledge about firm's capabilities can advance understanding of architectural and engineering (AE) design firm management as support for sustainability, performance and building information modeling (BIM).

Originality/value

Architectural and engineering design firms are hardly discussed; design is treated in the building project context, giving prominence to technical solutions, not to management ones.

Details

World Journal of Entrepreneurship, Management and Sustainable Development, vol. 17 no. 4
Type: Research Article
ISSN: 2042-5961

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Article
Publication date: 1 July 2013

Rui Biscaia, Abel Correia, Masayuki Yoshida, António Rosado and João Marôco

This paper aims to assess service quality in professional football and to examine the effects of service quality and ticket pricing on satisfaction and behavioural…

Abstract

This paper aims to assess service quality in professional football and to examine the effects of service quality and ticket pricing on satisfaction and behavioural intention. Data were collected among football fans and the results of a confirmatory factor analysis (CFA) supported the psychometric properties of the service quality model. A structural equation model (SEM) revealed that the service quality construct impacts both satisfaction and behavioural intention. Also, behavioural intention is influenced by ticket pricing and satisfaction. Managerial implications of these results are discussed and guidelines for future research are suggested.

Details

International Journal of Sports Marketing and Sponsorship, vol. 14 no. 4
Type: Research Article
ISSN: 1464-6668

Keywords

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