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This chapter provides a multilevel perspective on the impact of leaders’ emotional display and control on subordinates’ job satisfaction.

This multilevel study investigates how the association of employees’ perceived immediate leaders’ servant leadership and their job satisfaction is influenced by leaders’ emotional labor. Participants in this study included 180 employees and 40 immediate leaders from 40 groups across 16 firms. To avoid of common methods of variances, multiple ratings were employed. Servant leadership of immediate team leaders and subordinates’ job satisfaction were rated by subordinates.

The results showed the positive relationship between perceived team leaders’ creating value for community (one dimension of servant leadership) and team members’ job satisfaction is strengthened by an increase in leaders’ deep-acting of emotions, but is decreased with an increase in leaders’ surface-acting and expression of naturally felt emotions.

This study confirms that a team leader’s emotional labor is likely to affect team members’ job satisfaction, which is also related to employees’ perceived servant leadership. Although how leaders display their emotions in organizations has a significant influence on the association between leaders’ creating value for community and subordinates’ job satisfaction, this study did not identify the explicit mechanisms to explain why this happens.

These findings will enrich the practice of leaders’ emotional management in organizations.

This chapter is the first to provide a perspective to understand leaders’ emotional labor from cross-level analysis. This study also extends our understandings of the effects of servant leadership and its relationships with subordinates’ job satisfaction through an exploration of each dimension of servant leadership on job satisfaction rather than relying on an overall measure servant leadership.

Purpose: Grandparents are common providers of childcare within the Caribbean region. Yet research on the implications of grandparent caregiving for older adults’ well-being is limited. This study examined gender differences in the relationship between grandparent caregiving and the life satisfaction of older adults in Jamaica.

Methodology: Using a sample of 1,622 grandparents 60 years and older drawn from the 2012 study “The Health and Social Status of Older Jamaicans,” we estimated binary logistic regression models to examine the association between the frequency of grandparent caregiving and the life satisfaction of grandparents.

Findings: Grandmothers were more likely than grandfathers to provide care. We did not find a statistically significant gender difference in the life satisfaction of caregiving grandparents. Yet, gender differences in the patterns of association between grandparent caregiving and life satisfaction were evident. Among grandmothers, both occasional and regular caregiving was associated with higher life satisfaction relative to non-caregivers. Among grandfathers, however, only regular caregiving was positively associated with life satisfaction.

Originality: This is the first population-based study within the Caribbean to examine gendered patterns of grandparent caregiving and the association with grandparents’ well-being. The findings of this study suggest that grandparent caregiving is beneficial to the well-being of older Jamaican men and women. This study challenges assumptions of gender norms that typically do not position men to be involved in caregiving roles, and to derive satisfaction from such roles, within Caribbean households. The authors suggest more attention should be given to interventions to encourage men to be actively involved in family caregiving.

This study develops a structural model to examine the relationships among subjective perception of health, subjective perception of economic and social support, the perceived freedom in leisure, leisure satisfaction, and the well-being of elders. The subject of this study is the elderly who participated in leisure activities at Evergreen Academy in Kaohsiung City. Convenience sampling and quota sampling are adopted. 1,200 self-administered questionnaires are distributed, and 535 are valid, with a response rate of 45%. The results of this study show that subjective perception of health will positively affect perceived freedom in leisure; subjective perception of economics will positively affect perceived freedom in leisure and well-being; social support will positively affect perceived freedom in leisure, leisure satisfaction, and well-being; perceived freedom in leisure will positively affect leisure satisfaction and well-being; leisure satisfaction will positively affect well-being. There are significant differences in the subjective perception of economic and social support between male and female elders. There are significant differences in the subjective perception of economic, leisure satisfaction, and well-being among those with different education levels.

Using the Chiayi International Band Festival (CIBF) as an example, this study attempts to examine the relationships between visitor involvement, visitor satisfaction, place attachment, and visitor loyalty. A survey was carried out from December 25, 2010, to January 3, 2011, and was able to obtain 400 valid responses. The study initially theorizes, based on literature review, that satisfaction contributes greatly to place attachment and loyalty, and visitor involvement is just an antecedent of satisfaction. However, the result indicates that visitor involvement is in fact a strong contributing factor of visitor loyalty. Furthermore, the study proposes that the casual relationship between visitor involvement and visitor satisfaction is indirect. The originally proposed model is then revised accordingly.

The importance of customer satisfaction as a critical success factor has been recognized by practitioners and academics for several years now. Although customer satisfaction plays an important role in industrial markets due to their special characteristics, most researchers focus on consumer goods or services, leaving industrial goods fairly uncovered. In order to give manufacturers of industrial goods well-founded recommendations on how to reach a high level of satisfaction, the main drivers of customer satisfaction have to be revealed. The identification of these drivers is the primary goal of this study. Taking into account that there has been a change of paradigms in scale development we created a state-of-the-art questionnaire consisting of 15 constructs to be measured with 52 items, which was administered to respondents in 12 countries worldwide. The drivers’ analysis using Partial-Least-Squares (PLS) reveals a lot of penalty-services, whereas only the quality of machines and the quality of quotations offer a significant chance on increasing customer satisfaction, therefore disagreeing with previous results.

Research has long shown that employees working for non-profit organisations report a higher level of job satisfaction than workers in other sectors. This chapter investigates trends in job satisfaction using longitudinal data from the British Household Panel Survey (1992–2008/2009), through models which contain detailed information on individual, job and organisational characteristics. We use fixed-effects ordered-logit models to investigate job satisfaction taking account of our panel structure and the nature of the job satisfaction dependent variable. The results suggest an important, non-profit premium in job satisfaction which, contradicting the apparent bivariate evidence, is not changing over time (in appropriate models) – the warm glow of higher job satisfaction remains.

The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.

This chapter provides an overview of affect, personality, and job satisfaction, focusing on library employees. A reliable and valid measure for each construct is suggested, and an assessment model is provided. The purpose of the study conducted was to examine the three constructs among library employees, how these constructs relate to each other and to work experience, and whether they differ based on library type or department. The Positive and Negative Affect Schedule, Big Five Inventory, and Brief Index of Affective Job Satisfaction were administered at the various libraries of a research university. Data were analyzed using statistical software. Library employees scored high in positive affect and job satisfaction, and low in negative affect, and were introverted, agreeable, conscientious, emotionally stable, and open to experiences. Across all libraries, public services employees had higher positive affect and job satisfaction, and lower neuroticism, than technical services employees. In both service areas, positive affect was positively correlated with extroversion and job satisfaction, and negative affect with neuroticism. Work experience was correlated with positive affect only among technical services employees. The assessment model may be applied at libraries of any type and size to assess staff and customize resources for employees to meet their unique needs. Several ideas and applications are provided. This study addresses a gap in the literature by exploring how affect, personality, and job satisfaction are all related among library employees. The free measures may be used in any work setting, facilitating intra- and inter-professional comparisons.

This study uses a path analytic model to investigate the influence of fairness (i.e., procedural fairness, distributive fairness, and interactional fairness) on managers’ budget satisfaction and the influence of managers’ budget satisfaction on budget performance. To this end, data from 92 U.S. individual managers are used for the study. The results show that fairness perceptions have a significant positive impact on budget satisfaction which, in turn, positively affects budget performance. Further analyses indicate that budget satisfaction mediates the relationship between fairness measures and budget performance. The implications, limitations, and directions for future research are discussed.