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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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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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.