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Article
Publication date: 16 June 2020

Albert Plugge, Shahrokh Nikou and Harry Bouwman

Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms 

Abstract

Purpose

Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms’ business services. Yet, little is known about the type of determinants that are relevant and to what degree they affect a firm’s service-oriented strategy.

Design/methodology/approach

Building on structural equation modeling (SEM) and a unique data set of 131 international firms from different continents, the authors identify and analyze the key determinants in the context of a firm’s service-oriented strategy.

Findings

The findings show that in order to cater for changes, organizations have to manage and adapt the coherence of the determinants’ business services, business processes and knowledge sharing continuously. Moreover, the results show that a service-oriented strategy is not only influenced by business services as such, but business services mediate the relationships between business processes, governance and process-aware information systems to a service-oriented strategy.

Research limitations/implications

A limitation is imposed by the limited sample size and the unbalanced response of participants (executive management). In future research, a more extensive survey among a broader group of participants will help the authors to develop their model further in order to generalize the results, as well as more finely grained research related to geography and size might be pursued. Future empirical research is necessary to identify and test the relationships between other constructs and study their effect on a firm’s service-oriented strategy.

Practical implications

On a practical level, the authors postulate that an organization’s executive management should pay attention to invest in an organizational entity (department) that manages business services continuously. This organizational entity has to ensure that related processes and knowledge sharing are in place to establish and maintain a service-oriented strategy.

Originality/value

This research contributes to service-oriented literature by operationalizing the implementation of an organization’s service-oriented strategy. The authors’ insights go beyond the findings of Aier et al. (2011). The authors found that a service-oriented strategy influences service-oriented project success positively. The authors extended these findings, based on a unique data set, by studying business services and influencing determinants (i.e. business processes, governance, PAIS and knowledge sharing) within the context of service orientation. The renewed attention to the concept of service orientation provides insights into critical determinants that influence the implementation of a service-oriented strategy.

Details

Business Process Management Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 30 August 2019

Beilei Dang, Wenhong Zhang, Silei Chen, Taiwen Feng and Yapu Zhao

The purpose of this paper is to explore the antecedents of demand-side search in service strategy of manufacturing firms. In particular, this study examines whether…

Abstract

Purpose

The purpose of this paper is to explore the antecedents of demand-side search in service strategy of manufacturing firms. In particular, this study examines whether service-oriented human resource management (HRM) practices promote demand-side search by enhancing firms’ market capability as well as how top management service commitment and service organizing moderates this relationship in manufacturing firms.

Design/methodology/approach

To test this research model, this study obtains survey data from two distinct informants of 279 manufacturing firms in China. Data were collected applying a standard questionnaire in a five-point Likert scale. The hypotheses are tested using hierarchical regression analysis and partial least squares.

Findings

Results show that service-oriented HRM practices can promote demand-side search by enhancing firms’ market capability. Furthermore, it is found that top management service commitment negatively moderates the relationship between service-orientated HRM practices and demand-side search, while service organizing positively moderates this relationship.

Research limitations/implications

Depending on cross-sectional subjective data for the core variables and the choice of Chinese manufacturing firms limit the capacity to generalize the findings.

Practical implications

This research suggests that service-oriented HRM practices are important drivers of demand-side search activities and to take advantage of service-oriented HRM practices, firms should commit to market capability development. In addition, it is better to match service-oriented HRM practices with other service-oriented organizational parameters such as top management service commitment and service organizing.

Originality/value

The study highlights the crucial role of service-oriented HRM practices in demand-side search, the mediating role of market capability and the moderating role of other service-oriented organizational parameters such as top management service commitment and service organizing. This study advances research on knowledge search, servitization and strategic HRM.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 8
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 5 June 2017

Rui-Hsin Kao

Border management, barring illegal foreign workers, and immigrant counseling are three major functions of the National Immigration Agency (NIA) of Taiwan. These functions…

Abstract

Purpose

Border management, barring illegal foreign workers, and immigrant counseling are three major functions of the National Immigration Agency (NIA) of Taiwan. These functions are composed of traditional “job” as well as social “work” characteristics. In other words, these functions have shifted from a “position”-based job design to an “overall operation”-based work design that incorporates environmental and situational factors. The purpose of this paper is to examine frontline immigration workers in Taiwan in order to determine how the motivational (task-oriented) and social work (social-oriented) characteristics (SWCs) of the immigration work design model influence immigration workers’ organizational citizenship behaviors (OCBs).

Design/methodology/approach

The authors collected 312 questionnaires, of which 304 were valid, with 230 completed by men and 74 by women.

Findings

The results revealed that SWCs and collective efficacy at the group level had significantly positive effects on collective efficacy and service-oriented OCB, respectively. Task-oriented work characteristics had positive effects on self-efficacy and thus on individual level service-oriented OCB, and self-efficacy also had positive effects on individual service-oriented OCB. Both SWCs and collective efficacy had a contextual effect on individual-level outcome variables. Furthermore, the combination of SWCs with self-efficacy had cross-level effects on individuals’ service-oriented OCB.

Originality/value

These findings can enhance people’s understanding of how the social and motivational power of work characteristics can encourage employees to exhibit service-oriented OCB. This implies that the NIA can stimulate individual self-motivation and affect group-level efficacy and service-oriented OCB through the environmental context and social relationship characteristics of border affairs brigades (branches).

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Article
Publication date: 16 August 2018

Tuan Luu

The purpose of this paper is to investigate how service-oriented high-performance work systems (HPWSs) contribute to logistics performance and the mediation mechanisms…

Abstract

Purpose

The purpose of this paper is to investigate how service-oriented high-performance work systems (HPWSs) contribute to logistics performance and the mediation mechanisms underlying this relationship.

Design/methodology/approach

Employees and their managers from logistics departments and/or business departments of manufacturing firms in the Vietnamese business setting were recruited as participants in the data collection. Structural equation modeling was employed for the data analysis.

Findings

Service-oriented HPWSs demonstrated the positive effects on logistics performance via serving culture. Serving culture was found to have the positive link with logistics performance via the mediating roles of collective role breadth self-efficacy and collective customer knowledge.

Originality/value

The current research extends the logistics management research by identifying service-oriented HPWSs as an antecedent of logistics performance as well as the mediation mechanisms underlying this effect.

Details

International Journal of Physical Distribution & Logistics Management, vol. 49 no. 1
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 24 July 2019

Juhyun Kang and Jichul Jang

This paper aims to examine the influence of role stressors on service-oriented organizational citizenship behavior (OCB) mediated by depersonalization, with a moderator of…

Abstract

Purpose

This paper aims to examine the influence of role stressors on service-oriented organizational citizenship behavior (OCB) mediated by depersonalization, with a moderator of social capital.

Design/methodology/approach

A self-administered online survey was completed by 265 current hotel frontline employees in the USA.

Findings

The study reveals that role ambiguity has a detrimental impact on service-oriented OCB. The results show that depersonalization is found to be a critical mediator that modifies the implications of both role ambiguity and role conflict for service-oriented OCB. Furthermore, the negative effect of role conflict on depersonalization is buffered by social capital.

Practical implications

Hotel firms that would like to encourage employees to exert proactive behaviors in their jobs might benefit from developing an effective way to reduce role stressors in their jobs. However, given that such role stressors are inevitable in the workplace, hotel firms should place more emphasis on enhancing social capital as an effective way to manage role stressors in the workplace.

Originality/value

This study advances previous studies on role stressors and service-oriented OCB by addressing how and why role stressors influence employees’ service-oriented OCB. This study incorporates advanced job demand-resource theory by identifying social capital as a critical job resource to buffer the detrimental impact of role conflict on depersonalization in the hotel context.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 9
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 11 May 2015

Su-Fen Chiu, Shih-Tse Lin and Tzu-Shian Han

The purpose of this paper is to examine the effect of employment status on service-oriented organizational citizenship behavior (OCB) of customer contact employees. The…

Abstract

Purpose

The purpose of this paper is to examine the effect of employment status on service-oriented organizational citizenship behavior (OCB) of customer contact employees. The authors also investigate the mediating roles of internal mobility opportunity and job insecurity in the relationship between employment status and service-oriented OCB.

Design/methodology/approach

A survey methodology was used and data were collected from a dyad-sample of 270 employees and their supervisors of one retail and one banking companies in Taiwan. Product-of-coefficients approach and bootstrapping were used to test the multiple mediating model.

Findings

The results demonstrate that temporary employment related negatively to service-oriented OCB. Moreover, both internal mobility opportunity and job insecurity mediated the employment status – service-oriented OCB linkage.

Research limitations/implications

This study has three limitations. First, this study examined only fixed-term direct-hire temporary employees. Future research should explore voluntary job behaviors of different categories of temporary employment to confirm the results of the present study. Second, this study examined internal mobility opportunity and job insecurity as two mediators. Other alternative avenues may exist by which employment status may lead to service-oriented OCB. Future research may explore additional possible mediators. Finally, the participants of this study were selected by the human resource departments of the participating companies. This option could have introduced selection bias in this study.

Practical implications

This study suggests that management should be aware of why temporary customer contact employees have lower levels of service-oriented OCB. As service-oriented OCB may be vital for organizational success in the service context, management must consider the benefits and costs when hiring temporary employees. Moreover, management can motivate temporary employees to display higher service-oriented OCB by shaping their expectations of internal mobility possibilities, or reducing temporary employees’ perception of job insecurity to enhance their service-oriented OCB.

Originality/value

This study makes two contributions. First, this study extends the effect of employment status in the OCB literature by investigating the relationship between employment status and service-oriented OCB for customer contact employees. The results of the present study lend support for the partial exclusion theory to predict that socially excluded group (i.e. temporary employees) tends to be less engaged in service-oriented OCB. Second, this study contributes to the literature by investigating two important links (i.e. internal mobility opportunity and job insecurity) to explain why temporary employment may lead to lower service-oriented OCB.

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Article
Publication date: 10 October 2016

Ya-Yun Tang and Sheng-Hshiung Tsaur

This paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a…

Abstract

Purpose

This paper aims to examine the effect of a supervisory support climate on frontline employees’ service-oriented organizational citizenship behavior (OCB) using a multilevel conceptual model. A positive group affective tone – a meaningful construct – is introduced to investigate the mediating and moderating roles in this relationship in the context of hospitality.

Design/methodology/approach

Data were collected from 41 international tourist hotels in Taiwan. A total of 476 valid questionnaires from frontline employees were received for data analysis. The results were analyzed by using hierarchical linear modeling (HLM).

Findings

These results not only indicate that a supervisory support climate has a positive effect on service-oriented OCB but also reveal that a positive group affective tone partially mediates and notably interacts with the relationship between the supervisory support climate and service-oriented OCB.

Practical implications

Based on the results, this study recommends that hotels train their managers to build a supervisory support climate, because this is the key source of service-oriented OCB in frontline employees. In addition, hotel managers need to exert a positive group affective tone to reinforce the effect of a supervisory support climate on service-oriented OCB.

Originality/value

This study contributes to the current hospitality literature by verifying the effect of a supervisory support climate on service-oriented OCB from a multilevel perspective. It also extends the understanding of the mechanism and interaction effect of the positive group affective tone in this multilevel relationship.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 10
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 5 June 2017

Zhen Wang and Haoying Xu

The purpose of this paper is to investigate how and when service-oriented high-performance work systems (HPWS) impact employees’ service performance.

Abstract

Purpose

The purpose of this paper is to investigate how and when service-oriented high-performance work systems (HPWS) impact employees’ service performance.

Design/methodology/approach

Survey data was obtained from 568 frontline service employees and their supervisors across 92 branches of a large bank in China. The hypotheses were tested with hierarchical linear modeling.

Findings

The results suggested that service-oriented HPWS affected employee service performance via its simultaneous impact on employees’ service ability, customer orientation, and service climate perception. Moreover, the indirect effects of HPWS on service performance via service ability and customer orientation were significant only when service-oriented HPWS consensus was high.

Practical implications

To elicit employees’ provision of excellent service, organizations should invest in service-oriented HRM practices to improve all of their service ability, customer orientation, and service climate perception, making them able to, willing to, and having the chance to perform high-quality service performance. Organizations should also pay attention to the variability in employees’ HRM perceptions within the same group.

Originality/value

The research contributes to the extant literature by presenting a more complete understanding of how service-oriented HPWS elicits employee service performance, and when this HPWS is and is not effective.

Details

Employee Relations, vol. 39 no. 4
Type: Research Article
ISSN: 0142-5455

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Article
Publication date: 13 February 2009

Mark M. Suazo

The purpose of this paper is to examine the role of psychological contract violation (PCV) as a mediating variable in the relations between psychological contract breach…

Abstract

Purpose

The purpose of this paper is to examine the role of psychological contract violation (PCV) as a mediating variable in the relations between psychological contract breach (PCB) and work‐related attitudes and behaviors. In addition, this study aims to expand the generalizability of psychological contract theories by examining service‐oriented employees rather than a population of managers as in most research on PCB.

Design/methodology/approach

A survey was administered to 196 service‐oriented employees working in the USA. Factor analyses (principal components, varimax rotation) were conducted on all the variables in the study to determine the factorial independence of the constructs. Hierarchical multiple regression analyses were conducted to test the main effects and mediating hypotheses.

Findings

The findings are consistent with the proposed mediation model of the study. PCV was found to fully mediate the relations between PCB and job satisfaction, organizational commitment, intentions to quit, perceived organizational support, service delivery, service‐oriented organizational citizenship behavior, and participation service‐oriented organizational citizenship behavior. PCV was found to partially mediate the relation between PCB and loyalty service‐oriented organizational citizenship behavior. PCV was not found to mediate the relation between PCB and in‐role job performance.

Research limitations/implications

The use of a cross‐sectional non‐experimental design does not allow for definitive conclusions regarding causality and there is a possibility that the results may be influenced by common method variance.

Practical implications

Managers need to carefully consider and manage the psychological contracts of their subordinates from a cognitive perspective (PCB) and an affective perspective (PCV).

Originality/value

The paper empirically examines the PCB‐PCV Outcomes model using a sample of service‐oriented employees.

Details

Journal of Managerial Psychology, vol. 24 no. 2
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 22 October 2020

Hongyan Sheng, Taiwen Feng, Lucheng Chen, Dianhui Chu and Weijie Zhang

The purpose of this study aims to develop and test a motives-mass customization (MC) capability-performance model by dividing MC capability into product-oriented MC…

Abstract

Purpose

The purpose of this study aims to develop and test a motives-mass customization (MC) capability-performance model by dividing MC capability into product-oriented MC capability and service-oriented MC capability.

Design/methodology/approach

This research tests the hypothesized relationships using survey data from 277 Chinese manufacturing firms.

Findings

The results indicate that instrumental, relational and moral motives all have significantly positive impacts on product-oriented and service-oriented MC capability. The authors also find that product-oriented MC capability partially mediates the impacts of relational and moral motives on operational, environmental and economic performance, while service-oriented MC capability partially mediates the impacts of instrumental, relational and moral motives on operational, market, environmental and economic performance.

Originality/value

This study complements the existing MC literature by describing MC capability into two dimensions: product-oriented MC capability and service-oriented MC capability.

Details

Journal of Manufacturing Technology Management, vol. 32 no. 2
Type: Research Article
ISSN: 1741-038X

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