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Article
Publication date: 6 September 2024

Won-Moo Hur, Hyewon Park and June-ho Chung

This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory…

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Abstract

Purpose

This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy.

Design/methodology/approach

This study employed three-wave online surveys conducted 3–4 months apart to assess the time-lagged effects of S-O-R. We measured OBCS, BBCS (stimuli) and control variables at Time 1 (T1); work engagement and organizational dehumanization (organisms) at Time 2 (T2) and emotional labor strategies (responses) at Time 3 (T3). A total of 218 employees completed the T1, T2 and T3 surveys.

Findings

OBCS increased work engagement, leading to increased deep acting. BBCS enhanced organizational dehumanization, leading to increased surface acting. Post-hoc analysis confirmed that the indirect effect of OBCS on deep acting through work engagement and the mediation effect of BBCS on surface acting through organizational dehumanization were statistically significant.

Originality/value

This study collected three-wave data to reveal how organizational control systems affect FLEs’ emotional labor in the S-O-R framework. It illustrated how organizations induce FLEs to perform effective emotional strategies by investigating the effects of organizational control systems on their internal states.

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Article
Publication date: 11 September 2023

Hyewon Park, Won-Moo Hur and Seung-Yoon Rhee

This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs'…

239

Abstract

Purpose

This study aims to investigate the impact of overnight off-work relaxation on the performance of frontline service employees (FLEs). Specifically, the authors focused on FLEs' customer-directed extra-role service behavior (C-ERSB) and coworker-directed extra-role service behavior (CW-ERSB) as indicators of outstanding service performance. Drawing on the conservation of resources (Hobfoll, 1989) and ego depletion theories (Baumeister, 2002), the authors hypothesized that the positive effect of overnight relaxation on ERSBs will be mediated by the state of recovery. Additionally, the authors examined the boundary conditions of these relationships by testing the moderating effects of work–family conflict (WFC) and family–work conflict (FWC).

Design/methodology/approach

The study employed an episodic sampling method. One hundred thirty-five FLEs completed two daily surveys (before- and after-work) over five consecutive workdays, yielding 636 time-lagged day-level observations. Multilevel path modeling was performed to analyze the mediation and second-stage moderated mediation effects.

Findings

Results showed that overnight off-work relaxation was positively related to FLEs' next-day C-ERSB and CW-ERSB via next-morning recovery state. The positive relationship between overnight off-work relaxation and the next-morning recovery state was weaker for FLEs who experienced overnight WFC. FWC during work hours weakened the positive relationship between the next-morning recovery state and CW-ERSB, but not the relationship between the next-morning recovery state and C-ERSB.

Originality/value

The study used an episodic sampling method to reveal the significance of off-work relaxation, recovery and family–work interface on FLEs' ERSBs, a critical yet underexplored phenomenon in service literature. This study sheds light on the pathways to achieve exceptional service performance by revealing the importance of overnight off-work relaxation and the conditions that promote ERSBs.

Details

Journal of Service Theory and Practice, vol. 33 no. 6
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 January 2008

Yong Jae Ko, Hyewon Park and Cathryn L Claussen

Action sports are beginning to acquire the status of mainstream sports and are increasingly recognised as a profitable enterprise by both the sports industry and the business…

218

Abstract

Action sports are beginning to acquire the status of mainstream sports and are increasingly recognised as a profitable enterprise by both the sports industry and the business industry. The purpose of this study is to analyse motivation of action sports participants. The researchers collected data at the 2005 LG (Lucky Geum Sung) FMX (Freestyle Motocross) World Championships. The results of a MANOVA test and a series of ANOVA tests revealed that in general these action sports participants (n=253) are highly motivated by fun/enjoyment and risk-taking. Motivation of action sports participants varies across gender and level of experience.

Details

International Journal of Sports Marketing and Sponsorship, vol. 9 no. 2
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 23 April 2024

Jiwon Chung, Hyunbin Won, Hannah Lee, Soah Park, Hyewon Ahn, Suhyun Pyeon, Jeong Eun Yoon and Sumin Koo

The objective of this study was to develop wearable suit platforms with various anchoring structure designs with the intention of improving wearability and enhancing user…

222

Abstract

Purpose

The objective of this study was to develop wearable suit platforms with various anchoring structure designs with the intention of improving wearability and enhancing user satisfaction.

Design/methodology/approach

This study selected fabrics and materials for the suit platform through material performance tests. Two anchoring structure designs, 11-type and X-type are compared with regular clothing under control conditions. To evaluate the comfort level of the wearable suit platform, a satisfaction survey and electroencephalogram (EEG) measurements are conducted to triangulate the findings.

Findings

The 11-type exhibited higher values in comfort indicators such as α, θ, α/High-β and lower values in concentration or stress indicators such as β, ϒ, sensorimotor rhythm (SMR)+Mid-β/θ, and a spectral edge frequency of 95% compared to the X-type while walking. The 11-type offers greater comfort and satisfaction compared to the X-type when lifting based on the EEG measurements and the participants survey.

Originality/value

It is recommended to implement the 11-type when designing wearable suit platforms. These findings offer essential data on wearability, which can guide the development of soft wearable robots.

Details

International Journal of Clothing Science and Technology, vol. 36 no. 3
Type: Research Article
ISSN: 0955-6222

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Article
Publication date: 14 February 2020

Carlos J. Torelli, Hyewon Oh and Jennifer L. Stoner

The purpose of this paper is to propose cultural equity as a construct to better understand the characteristics that define a culturally symbolic brand and the downstream…

970

Abstract

Purpose

The purpose of this paper is to propose cultural equity as a construct to better understand the characteristics that define a culturally symbolic brand and the downstream consequences for consumer behavior and nation branding in the era of globalization.

Design/methodology/approach

This paper is an empirical investigation of the knowledge and outcome aspects of cultural equity with a total of 1,771 consumers located in three different countries/continents, 77 different brands as stimuli, and using a variety of measures, surveys, lab experiments, procedures and consumer contexts.

Findings

Cultural equity is the facet of brand equity attributed to the brand's cultural symbolism or the favorable responses by consumers to the cultural symbolism of a brand. A brand has cultural equity if it has a distinctive cultural symbolism in consumers' minds (brand knowledge aspect of cultural equity: association with the central concept that defines the culture, embodiment of culturally relevant values and embeddedness in a cultural knowledge network), and such symbolism elicits a favorable consumer response to the marketing of the brand (outcome aspect of cultural equity: favorable evaluations and strong self-brand connections).

Practical implications

This paper offers a framework that allows marketers to develop cultural positioning strategies in hyper-competitive and globalized markets and identify ways for building and protecting their brands' cultural equity.

Originality/value

This paper advances our understanding of brands as cultural symbols by introducing cultural equity and integrates prior research on brand equity, cross-cultural differences in consumer behavior, country-of-origin effects and nation branding.

Details

International Marketing Review, vol. 38 no. 1
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 28 September 2012

Jason Paul Koenigsfeld, Hyewon Youn, Joe Perdue and Robert H. Woods

This study was conducted with the aim of examining important and frequently used managerial competencies for private club managers. Sandwith's five‐competency domain model was…

1962

Abstract

Purpose

This study was conducted with the aim of examining important and frequently used managerial competencies for private club managers. Sandwith's five‐competency domain model was applied to private club managers who were members of the Club Managers Association of America (CMAA).

Design/methodology/approach

A total of 800 private club managers from throughout the USA were invited to participate in this study. Managers were randomly selected from the Club Managers Association of America (CMAA) membership list.

Findings

This study investigated managerial competencies for private club managers. A total of 28 competencies were classified as essential competencies, 120 were classified as considerably important competencies, and three were classified as moderately important competencies for private club managers. These were classified into five domains: the conceptual/creative domain, the leadership domain, the administrative domain, the interpersonal domain, and the technical domain. Leadership and interpersonal competencies were rated as the most important and the most frequently used managerial competencies. These results are consistent with previous research in other segments of the hospitality industry.

Practical implications

This study provides club managers with information on which competencies are important and frequently used to manage private clubs. By measuring the importance of individual competencies, managers can show how critical they are within a particular profession. It is also important to see how often competencies are used in a particular job. The results of this study should help managers and educators identify a list of skills that should be developed in future private club managers through training programs and curriculum offerings.

Originality/value

Previous studies on management competencies in the private club profession have only addressed managers' administrative and technical competencies. This is the only known study of its kind to examine Sandwith's conceptual‐creative, interpersonal and leadership competency domains for private club managers.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 4 October 2011

Jason Paul Koenigsfeld, Joe Perdue, Hyewon Youn and Robert H. Woods

The purpose of this study was to update previous studies conducted on important managerial competencies used by private club managers by examining the importance and frequency of…

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Abstract

Purpose

The purpose of this study was to update previous studies conducted on important managerial competencies used by private club managers by examining the importance and frequency of use of management competencies applied to the private club industry.

Design/methodology/approach

A sample of 800 randomly selected private club managers was used for this study. The study included only active members of the Club Managers Association of America (CMAA).

Findings

The results indicate a change in what club managers do between 2002 and today. Except the added competency domains, results are very similar to previous studies. Accounting and finance, human resources and food and beverage competencies remain highly important as well as the most frequently used. The overall importance rating of the leadership domain was categorized as an essential competency with a mean score over 4.50. The other competency domains/clusters overall ratings were categorized as considerably important managerial competencies with mean scores between 3.50 and 4.50.

Practical implications

This paper will help clubs provide appropriate training programs for management staff and also provide a basis for CMAA to develop new professional development programs that would meet manager needs for developing competencies needed for the future.

Originality/value

Managerial competencies are viewed as a snapshot in time in a sense that these studies must be updated over time to incorporate new roles and trends within the industry. The results of this study were compared to previous studies conducted on club manager competencies to see if important managerial competencies changed over time.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 21 January 2025

Zakka Hammadi Ghifari and Ririn Diar Astanti

This study proposes a new framework for business process improvement (BPI) by identifying areas of improvement based on customer complaints.

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Abstract

Purpose

This study proposes a new framework for business process improvement (BPI) by identifying areas of improvement based on customer complaints.

Design/methodology/approach

The proposed framework comprises several stages. The first stage captures the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need to be improved.

Findings

The opposing quality dimensions of SERVQUAL can be incorporated into a database for later identifying consumer complaints. FMEA can be used to identify potential failures in aspects that correspond to consumer complaints; therefore, improvement areas can be identified. The proposed framework, applied to a garment manufacturer, shows that the SERVQUAL dimensions, which were originally intended for service companies, can be adapted to manage customer complaints to support BPI in manufacturing companies.

Practical implications

The framework can be used by either the manufacturing or service industries to handle customer complaints and use the complaint analysis results to identify improvement areas to avoid the same complaints occurring in the future.

Originality/value

In this study, the construction of a database based on the SERVQUAL dimension to match sentiment results, where negative sentiment indicates improvement, and the use of FMEA to indicate specific business processes that should be improved is novel and has not yet been proposed by previous studies.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

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