Md Karim Rabiul, Marianna Sigala and Rashed Al Karim
This study examines the mediating role of organizational engagement in the link between human resources management (HRM) practices and commitment to quality services (CQS). It…
Abstract
Purpose
This study examines the mediating role of organizational engagement in the link between human resources management (HRM) practices and commitment to quality services (CQS). It also investigates the moderating effect of turnover intention on the link between HRM practices and organizational engagement, and the moderating effect of employee adaptability on the link between organizational engagement and CQS.
Design/methodology/approach
Customer contact employees (N = 593) in Bangladeshi hotels were recruited using a convenient sampling method. Partial least squares structural equation modeling (PLS-SEM) was applied to test the hypotheses.
Findings
Organizational engagement significantly mediates the relationship between HRM practices and CQS. Turnover intention negatively and employee adaptability positively moderates the proposed relationships.
Practical implications
Hospitality managers may use the findings to enhance quality customer services by implementing appropriate HRM practices, reducing turnover, and increasing adaptability and organizational engagement.
Originality/value
The findings contribute to social exchange theory, theory of planned behavior, and job demand-resources theories by explaining the mediating role of organizational engagement and moderating role of turnover intention and employee adaptability which are yet to be discovered.
研究目的
本研究探討組織參與在人力資源管理實務與提供優質服務的承諾兩者之間的關聯上所扮演的協調角色。研究人員亦探究(一)離職意向在人力資源管理實務與組織參與之間的關聯上所扮演的調節角色,以及(二)員工適應性在組織參與與提供優質服務的承諾兩者之間的關聯上所扮演的調節角色。
研究設計
研究人員以方便抽樣方法招募於孟加拉的酒店工作的員工 (N = 593) (593人),他們均為第一線服務員工。研究人員繼而使用結構方程模型 (PLS-SEM) 去測試各項假設。
研究結果
研究結果顯示,組織參與會顯著地調節人力資源管理實務與提供優質服務的承諾兩者之間的關聯。而且,離職意向在人力資源管理實務與組織參與之間的關聯上所起的調節作用是負面的; 相反地,員工適應性在組織參與與提供優質服務的承諾兩者之間的關聯上所起的調節作用則是肯定的。
研究的新穎性
研究結果闡明了(一)組織參與的調節角色; (二)離職意向的調節角色; 以及(三)員工適應性的調節角色。這些調節角色尚待探索; 就此而言,研究結果對社會交換論、計劃行為理論和工作要求-資源理論三者均具貢獻。
研究帶來的啟示
接待業的管理人員可藉著研究結果去提高客戶服務質量,方法是透過實施合適的人力資源管理措施、降低離職意向和增強組織適應性和組織參與。
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Md Karim Rabiul, Md Mahmudul Alam and Rashed Al Karim
Using conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and…
Abstract
Purpose
Using conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and employees' service-oriented behaviour, as well as the moderating result of workload on the relationship between emotional energy and service-oriented behaviour.
Design/methodology/approach
The opinions of 554 customer-contact employees working in Bangladesh are collected via convenience sampling. Partial least squares structural equation modelling is performed to test the model.
Findings
Workplace ostracism and emotional energy are negatively related. Emotional energy is positively associated with service-oriented behaviour and mediates the link between ostracism and service-oriented behaviour. Workload significantly and negatively moderates the association between emotional energy and service-oriented behaviour.
Practical implications
Hoteliers need to improve employees' emotional energy, distribute workload appropriately and fairly and implement effective strategies to minimise workplace ostracism.
Originality/value
The findings contribute to the CoR theory by explaining the mediating role of emotional energy and moderating role of workload in the Bangladeshi hospitality industry.
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Rashed Al Karim, Md Karim Rabiul and Sakia Kawser
The present research investigates the effects of green supply chain management (GSCM) practices on customer behavioural intentions (e.g. word of mouth [WOM], willingness to pay…
Abstract
Purpose
The present research investigates the effects of green supply chain management (GSCM) practices on customer behavioural intentions (e.g. word of mouth [WOM], willingness to pay [WTP] and revisit intention [RI]) and the mediating role of customer satisfaction (CS) in the hospitality industry in Bangladesh.
Design/methodology/approach
The authors applied a convenience sampling approach to distribute questionnaires and collect opinions from 404 customers who stayed in Bangladesh's five- and four-star hotels. SmartPLS was applied to examine the proposed hypothesised model.
Findings
GSCM practices have positive and significant impacts on CS and behavioural intentions of customers' WOM, WTP and RI. Additionally, CS mediates the association between GSCM practices and three behavioural intentions.
Practical implications
To boost their hotel's financial performance, hoteliers should allocate more resources to improving environmental sustainability practices in supply chain management.
Originality/value
This study's novel contribution to the literature rests in the findings regarding the mediating effect of CS. This adds value to the theory of planned behaviour. Another unique contribution of this study is that it combines three behavioural intentions (willingness to pay, RI and WOM).
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Rashed Al Karim, Md Karim Rabiul, Sunehla Tahrin and Sayed Mohammed Arfat
This study aims to examine how hotel customer relationship management (CRM) practices affect tourist behavioural loyalty. This study also investigates the relationship quality…
Abstract
Purpose
This study aims to examine how hotel customer relationship management (CRM) practices affect tourist behavioural loyalty. This study also investigates the relationship quality (trust and satisfaction) as a mediator between CRM practices and tourist behavioural loyalty in Bangladesh’s hotel sector.
Design/methodology/approach
Data was collected through a survey using a standardized questionnaire that used a five-point Likert scale. A total of 411 respondents were selected using a convenient sampling method. The data was analysed and interpreted using Smart-PLS.
Findings
Relationship quality (both trust and satisfaction) partially mediates the relationship between hotel CRM practices and tourist behavioural loyalty in the hospitality industry.
Practical implications
The Bangladeshi hotel management can use the outcomes of this study to enhance tourist loyalty by implementing and maintaining better CRM features in the hotel.
Originality/value
The unique contribution to the hotel industry of Bangladesh is the role of relationship quality, which includes trust and customer satisfaction, as a mediator between hotel CRM practices and traveller behavioural loyalty.
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Rashed Al Karim, Md Karim Rabiul and Sayed Mohammed Arfat
This study aims to identify factors affecting travellers' behavioural intentions regarding beach destinations in Bangladesh. The study also examines how destination experience and…
Abstract
Purpose
This study aims to identify factors affecting travellers' behavioural intentions regarding beach destinations in Bangladesh. The study also examines how destination experience and satisfaction mediate the nexus between destination service factors and travellers' behavioural intentions.
Design/methodology/approach
A self-administered survey was carried out to gather data from 375 people who had visited the beaches in Cox's Bazar. Data were examined using partial least squares structural equation modelling (PLS-SEM) to evaluate the hypotheses.
Findings
The destination experience mediates the relationship between destination service factors and complaint intention but does not mediate the relationship between destination service factors and word of mouth (WOM). Moreover, destination satisfaction mediated the relationship between destination service factors and WOM, along with complaint intention.
Practical implications
This study's findings can be utilised by the Bangladeshi destination management to increase the number of tourists by instituting and maintaining improved destination service features in popular tourist destinations.
Originality/value
This is one of few studies on beach tourism destinations in Bangladesh that comprehensively overviews destination service factors and their influence on tourists' behavioural intentions, with a special emphasis on the mediating roles of destination experience and destination satisfaction.
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Rashed Al Karim, Ummea Jebunnesa and Md Karim Rabiul
This study aims to examine how perceived supervisor and organizational support mediate the association between talent management and work engagement in Bangladesh’s manufacturing…
Abstract
Purpose
This study aims to examine how perceived supervisor and organizational support mediate the association between talent management and work engagement in Bangladesh’s manufacturing industry. It also analyzes the association between work engagement and sustainable organizational performance.
Design/methodology/approach
A structured survey questionnaire was used to collect data from 385 employees working in the manufacturing industry in the Chattogram division, applying a convenience sampling approach. Data was assessed using SmartPLS software.
Findings
The key findings are that perceived supervisor and organizational support mediate the relationship between talent management practices and work engagement. Moreover, work engagement positively influences an organization’s sustainable performance.
Practical implications
This study adds knowledge to the existing literature on talent management, work engagement and sustainable organizational performance. The findings may improve employee work engagement through talent management practices in Bangladesh’s manufacturing industry.
Originality/value
This study is one of the few in the Bangladeshi manufacturing industry that provides an extensive overview of talent management practices and work engagement, using perceived supervisor and organizational support as mediating variables.
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Ataul Karim Patwary, Mohamad Khairi Alwi, Shafique Ur Rehman, Md Karim Rabiul, Adeneye Yusuf Babatunde and Mirza Mohammad Didarul Alam
The purpose of this study is to investigate the role of knowledge management (KM) practices on innovation performance. It also examines whether organisational creativity and…
Abstract
Purpose
The purpose of this study is to investigate the role of knowledge management (KM) practices on innovation performance. It also examines whether organisational creativity and organizational learning mediate the relationship between KM practices and innovation performance.
Design/methodology/approach
The study uses a quantitative method by surveying (n = 291) hotel employees from Malaysia using self-administered questionnaires. Data collected were analysed by using partial least squares structural equation modelling.
Findings
Findings reveal that KM positively impacts innovation performance among Malaysian hospitality workers. This study further reveals that organisational learning and organisational creativity significantly mediate the relationship between KM and innovation performance.
Originality/value
Theoretically, this study establishes how KM practices influence innovation performance. Organizations that practice organizational learning and creativity are more likely to benefit from increased innovation outcomes through KM practices.
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Ataul Karim Patwary, Md Sazzad Hossain, Trishna G. Mistry and M. Omar Parvez
This study aims to analyze workplace ostracism, robot anthropomorphism, employees’ readiness to change and employees’ service adaptive behavior. The moderating role of performance…
Abstract
Purpose
This study aims to analyze workplace ostracism, robot anthropomorphism, employees’ readiness to change and employees’ service adaptive behavior. The moderating role of performance efficacy between employees’ readiness and service adaptive behavior was also assessed.
Design/methodology/approach
Data were collected from 591 restaurant employees in Malaysia. The data were analyzed using partial least squares-structural equation modeling.
Findings
Workplace ostracism and robot anthropomorphism positively influence employees’ readiness to change and service-adaptive behavior. Employees’ readiness to change mediates the relationship between ostracism, robot anthropomorphism and service-adaptive behavior.
Research limitations/implications
This study provides an exclusively applied understanding of robot anthropomorphism and service employee adaptive behavior. In addition to restaurant employees’ readiness to change and collaborate with service robots, a longitudinal study can be conducted to track the advancement of restaurant employees’ technology adaptive behavior over an extended area.
Originality/value
Service robots have mainly been assessed from consumer perspectives in the hospitality industry. This research used the conservation of resources theory to evaluate the human–computer interaction of service robots and restaurant employees. Organizational and individual factors were considered to assess the impact on employees’ service adaptability.
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Md Sazzad Hossain, Abuelhssan Elshazly Abuelhassan, Ataul Karim Patwary and Md Imtiaz Mostafiz
This study aims to examine the factors influencing customer love (physical environment, food quality, customer-to-customer interaction and innovativeness) and revisits intention…
Abstract
Purpose
This study aims to examine the factors influencing customer love (physical environment, food quality, customer-to-customer interaction and innovativeness) and revisits intention in the restaurant industry in Bangladesh.
Design/methodology/approach
This study applied a quantitative technique that exceedingly prescribed a methodological approach to positivism from a philosophical stance. Following the purposive sampling, 456 questionnaires were distributed, and 394 were received from the restaurant customer for analysis.
Findings
Using the partial least squares-structural equation modeling (PLS-SEM), the salient findings have shown that physical environment, food quality, customer-to-customer interaction and innovativeness have a positive and significant effect on customer love. Besides, customer love is fully mediated between the influencing factors of customer love and revisit intention. The findings also show that customer experience quality actively moderates the factors influencing customer love. Finally, customer love has a positive and significant effect on revisit intention.
Originality/value
Restaurant managers may benefit from the study’s findings. It can be an essential blueprint for theoretical and practical implications. The study also recommends increasing the restaurant’s performance and remaining experienced customers for future transactions.