Search results

1 – 10 of 11
Article
Publication date: 1 December 2000

Zoe S. Dimitriades

Involvement is a topic of long‐standing interest to management scholars and practitioners, as evidenced by the proliferation of concepts (job involvement, organisational…

6071

Abstract

Involvement is a topic of long‐standing interest to management scholars and practitioners, as evidenced by the proliferation of concepts (job involvement, organisational involvement, employee involvement, total involvement) designed to operationalise the construct. Involvement is also of crucial importance to total quality management as a vital means to achieve customer satisfaction, delight and commitment through continuous quality improvement. Yet, involvement in total quality is different from traditional involvement – being a holistic, multi‐faceted construct; based on distinctive TQM principles; and aiming at different objectives. Furthermore, a number of team involvement mechanisms (i.e. quality circles, quality improvement teams and/or quality project teams) have been used interchangeably in the TQM literature, indicating that these concepts are theoretically redundant. The analysis undertaken in this paper reveals that, although closely related, these constructs are not identical since they fulfil differentiated functions. Suggestions for advancing the study of total involvement in quality management are rendered.

Details

Team Performance Management: An International Journal, vol. 6 no. 7/8
Type: Research Article
ISSN: 1352-7592

Keywords

Article
Publication date: 1 January 2005

Zoe S. Dimitriades

The purpose of the article is to examine the validity and reliability of Spreitzer's and Menon's instruments in a culturally diverse environment. To test whether…

3751

Abstract

Purpose

The purpose of the article is to examine the validity and reliability of Spreitzer's and Menon's instruments in a culturally diverse environment. To test whether individualized measures of Hofstede's cultural dimensions are related to employee empowerment in the Greek context.

Design/methodology/approach

To investigate the multidimensional nature of the empowerment construct and the discriminant validity and reliability of its basic dimensions principal component analysis with varimax rotation is conducted. Furthermore, correlation analysis is employed to examine the relationship between empowerment, power distance and uncertainty avoidance and to compare current with existing findings. The analysis is based on valid responses from 154 Greek employed students to self‐administered surveys.

Findings

Overall, the results of the present study are congruent with the literature in the area, confirming the usefulness of a view of empowerment characterized by the dimensions of perceived control (or impact), perceived competence, and goal internalization (or meaning). Furthermore, the level of psychological empowerment in this investigation compares quite favorably with reported findings from Canada, the USA and Australia. Finally, whereas uncertainty avoidance is significantly positively associated with overall empowerment and all of its sub‐scales, contrary to expectations, power distance is unrelated to feelings of empowerment.

Research limitations/implications

Although the results, in line with existing findings, seem to confirm the cross‐national validity and reliability of the Spreitzer and Menon instruments, they also tentatively indicate the potential relativity of the empowerment concept in non‐American settings – especially in terms of its important determinants. Future research should aim to refine the discriminant validity of Spreitzer's sub‐scale of self‐determination. Replication of current findings using probability sampling to address issues of potential within‐country cultural variability also warrants further consideration.

Originality/value

The study establishes the validity and reliability of two of the most popular instruments in the empowerment literature in the Greek context. In addition, the paper highlights links between work‐related cultural values and perceived empowerment among Greek employees – a pertinent but inadequately researched issue in Greece.

Details

International Journal of Manpower, vol. 26 no. 1
Type: Research Article
ISSN: 0143-7720

Keywords

Article
Publication date: 18 July 2011

Zoe S. Dimitriades and Nancy Papalexandris

This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector.

Abstract

Purpose

This exploratory research seeks to examine the relationship between employee commitment and financial performance in the Greek retail banking sector.

Design/methodology/approach

A total of 331 questionnaires were completed by bank employees. Data were analyzed via confirmatory factor analysis, reliability analysis, correlation and mediation analysis.

Findings

Contrary to expectations, both employee attitudes (affective commitment) and perceptions (morale climate) were unrelated to business financial performance.

Research limitations/implications

Because of the chosen research approach, results may lack generalizability. Therefore, researchers are encouraged to test the reported findings further.

Practical implications

Current findings might enhance understanding of the relationship between affective organizational commitment and financial performance in Greek retail banking.

Originality/value

The paper extends the existing service profit chain research, offering insights into employee commitment and its relationship with financial performance, in the relatively under‐researched Greek context.

Article
Publication date: 1 December 2007

Zoe S. Dimitriades and Theodore Maroudas

The paper aims to contribute to the stream of research on empowerment by investigating the construct of psychological empowerment among Greek public employees. The primary…

2596

Abstract

Purpose

The paper aims to contribute to the stream of research on empowerment by investigating the construct of psychological empowerment among Greek public employees. The primary objective is to further the limited amount of empirical research on the concept of empowerment as “experienced” by those working in public administration. Specifically, the study aims to extend the empowerment literature by determining the transferability of Menon's instrument in a Greek public service context; and by examining the relationship between psychological empowerment and internal service climate, defined here as employee quality perceptions of internal service encounters.

Design/methodology/approach

The paper is based on 330 surveys from tax officers in a mid‐sized town in Northern Greece.

Findings

Factor, reliability, correlation, and regression analyses were performed providing satisfactory results. Both exploratory and confirmatory factor analyses faithfully reproduced the three dimensions suggested by Menon – namely perceived control, perceived competence and goal internalization – in a culturally diverse environment compared to the original study. Also, support was provided for the usefulness of the measure in the Greek tax administration. In addition, internal service climate was positively associated with psychological empowerment according to expectations.

Research limitations/implications

It may be relevant for future research to replicate the present study in other types of Greek public organizations utilizing probabilistic sampling techniques. Longitudinal and/or quasi‐experimental research designs might be employed to address issues of causality. Ways of dealing with common method variance also need to be given consideration. Further, examining the predictive validity of individual and contextual antecedents and consequences of psychological empowerment identified in the private sector, investigating the nature of these relationships (causational, mediational, or moderational), and incorporating organizational effectiveness indices in the proposed model should enhance our understanding of the dynamic nature of the variables analyzed.

Originality/value

Results demonstrate the transferability of Menon's instrument in a culturally diverse work environment. In addition, the applicability of the scale in a Greek public service context is well illustrated. The link between an under‐researched facet of organizational climate, namely internal service climate, to psychological empowerment is highlighted and discussed. To the knowledge of the researchers, no prior study has attempted to investigate these issues in Greek public organizations.

Details

Transforming Government: People, Process and Policy, vol. 1 no. 4
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 21 August 2007

Zoe S. Dimitriades

The purpose of this paper is to explore the usefulness and to highlight the nature of inter‐relationship(s) between service climate and job involvement in impacting…

6188

Abstract

Purpose

The purpose of this paper is to explore the usefulness and to highlight the nature of inter‐relationship(s) between service climate and job involvement in impacting customer‐focused organizational citizenship behaviors of frontline employees in a diverse cultural context, at the crossroads of East and West.

Design/methodology/approach

Building on organizational citizenship behavior literature, the present study in the paper involved customer‐contact personnel employed in five service industries in a Greek mid‐sized town. Questionnaires were administered in person by the researcher during regularly scheduled meetings on company premises. A total of 269 individuals were invited to participate in the study. Participation was voluntary. The response rate was 74 percent. Confirmatory factor analysis (CFA), reliability‐, correlation‐ path‐ and hierarchical regression analyses were conducted to test research hypotheses.

Findings

The findings in this paper indicate that the concept of customer‐oriented organizational citizenship behavior (CO‐OCB) is a useful construct in the Greek context. Both direct and indirect influences and interactive effects were identified. Indeed, results indicate that the relationship between job involvement and service climate in impacting CO‐OCBs is complex (moderated mediation or mediated moderation?), warranting further investigation.

Research limitations/implications

The findings in the paper are limited by the sampling method and the specificity of the geographic context. It would be of interest to enhance the theoretical model by incorporating more individual, task, organizational and contextual variables.

Practical implications

The study in this paper demonstrates the important effects of service climate and job involvement on frontline employees' customer‐oriented organizational citizenship behaviors in Greek service organizations. Service managers should benefit from noting the links and the likely favorable outcomes for customers, employees and their organizations.

Originality/value

The paper provides empirical evidence of the applicability of the CO‐OCB construct in Greek service contexts and illuminates the complex nature of inter‐relationships between organizational climate for service and job involvement in predicting customer‐oriented organizational citizenship behaviors, expanding the OCB literature.

Details

Employee Relations, vol. 29 no. 5
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 5 June 2007

Zoe S. Dimitriades and Theodore S. Maroudas

The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.

1020

Abstract

Purpose

The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.

Design/methodology/approach

Using the SERVPERF instrument, responses from a sample of 425 citizen‐customers are examined using factor analysis, reliability analysis, and t‐test to determine whether gender and age differences are present.

Findings

Results illustrate that gender and age significantly affect satisfaction, in line with hypotheses. Specifically, the data show that male and older individuals tend to evaluate differently and to rate higher the level of experienced satisfaction, compared with female and younger citizen‐customers.

Research limitations/implications

This research focused on only one service sector, that of public services. As with any other study utilizing one service setting, this investigation should be replicated to provide validation across other servicescapes and/or national contexts.

Originality/value

The paper offers insights into gender and age effects on evaluations of service satisfaction in public organizations.

Details

Measuring Business Excellence, vol. 11 no. 2
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 10 April 2007

Zoe S. Dimitriades

The purpose of this research is to investigate the relative importance of personal‐demographic and positional factors in predicting emotional intelligence (EI) among…

2243

Abstract

Purpose

The purpose of this research is to investigate the relative importance of personal‐demographic and positional factors in predicting emotional intelligence (EI) among service workers in the Greek context.

Design/methodology/approach

The study involved administering Schutte et al.'s SREIT test to employees engaged in retailing, insurance, banking, tourism, entertainment, professional and public services. Altogether data were collected from a total of 330 survey responses.

Findings

The overall results of the data analysis suggest that twenty two percent of the variance in EI may be explained by the combined effect of personal (occupational choice) and positional factors (managerial level). Contrary to expectations, female gender and boundary‐spanning role responsibilities were not statistically significant in the sample studied.

Practical implications

These findings endorse the validity of incorporating EI interventions alongside the recruitment, selection, and training and development process both of supervisory and non‐supervisory employees who choose to pursue a career in services.

Originality/value

This paper establishes a link between EI, personal‐demographic and positional factors.

Details

Journal of European Industrial Training, vol. 31 no. 3
Type: Research Article
ISSN: 0309-0590

Keywords

Article
Publication date: 1 December 2006

Zoe S. Dimitriades

The present study attempts to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context.

13808

Abstract

Purpose

The present study attempts to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context.

Design/methodology/approach

It is based on 200 responses collected from 20 service providers in four service settings: financial services, retailing, entertainment and transportation services.

Findings

Both factor‐ and reliability analyses provided satisfactory results. Surprisingly, company satisfaction was not interpreted as a conceptually distinct construct from customer loyalty; a conceptual overlap also emerged between attitudinal loyalty and loyal behavioral actions such as word of mouth; whereas customer commitment was highly positively associated with loyalty (and satisfaction), according to expectations. Hierarchical regression analysis was used to investigate potential moderating effects of gender and service setting on the satisfaction‐commitment and commitment‐loyalty relationships. Although significant differences were identified, both gender and service setting did not moderate the relationship between satisfaction and commitment and between commitment and loyalty in the sample studied.

Research limitations/implications

It may be relevant for future research to replicate the present study utilizing transaction‐specific and/or facet satisfaction measures instead of the overall, cumulative satisfaction construct employed in the present investigation. Moreover, incorporating measures of purchase loyalty and instrumental commitment as well as financial performance indices and use of longitudinal approaches in different sub‐sectors may also lead to an enhanced understanding of the dynamic nature of the variables analyzed.

Originality/value

While the relationship between customer loyalty and satisfaction as well as between commitment and customer loyalty are well understood in the literature, the inter‐relationships among these constructs are not so well illustrated. The discriminant validity of satisfaction and loyalty needs to be further investigated – highlighting potential effects of culture, method and measure variance. To the knowledge of the researcher no prior study has attempted to address these issues in the Greek context, unfamiliar to many readers.

Details

Management Research News, vol. 29 no. 12
Type: Research Article
ISSN: 0140-9174

Keywords

Article
Publication date: 1 August 2005

Zoe S. Dimitriades

The purpose of this paper is to contribute to the knowledge management and organizational learning literatures by clarifying the concepts and presenting a framework…

4972

Abstract

Purpose

The purpose of this paper is to contribute to the knowledge management and organizational learning literatures by clarifying the concepts and presenting a framework illustrating their relationship. The framework is meant to reduce confusion about learning and knowledge management issues and guide the design of international studies and data analysis.

Design/methodology/approach

Conceptual discussion and approach are undertaken. The discussion focuses on the extrapolation of the current situation into the future.

Findings

On the basis of the analysis it is suggested that to be successful in the new economy companies are required to innovate and adopt, hence learn, far more quickly and effectively than their counterparts. Effective learning means shifting not only what gets learned but also how learning takes place and evolves in organizational contexts. This requires developing a strategic learning capability by linking learning with knowledge management in and among organizations. This paper attempted to highlight such a link.

Practical implications

The paper can help knowledge management and organizational learning managers to develop and implement effective learning and knowledge strategies, leading to the development of sustainable competitive advantage and organizational success.

Originality/value

The paper shows that integration of knowledge management and organizational learning approaches will place current theories and practices in perspective for the future, making it easier for twenty‐first century organizations and practitioners to reach the right decisions.

Details

European Business Review, vol. 17 no. 4
Type: Research Article
ISSN: 0955-534X

Keywords

Content available
Article
Publication date: 1 December 2007

Zahir Irani and Ahmad Ghoneim

162

Abstract

Details

Transforming Government: People, Process and Policy, vol. 1 no. 4
Type: Research Article
ISSN: 1750-6166

1 – 10 of 11