Denise Jackson and Ian Li
There are ongoing concerns regarding university degree credentials leading to graduate-level employment. Tracking graduate underemployment is complicated by inconsistent measures…
Abstract
Purpose
There are ongoing concerns regarding university degree credentials leading to graduate-level employment. Tracking graduate underemployment is complicated by inconsistent measures and tendencies to report on outcomes soon after graduation. Our study explored transition into graduate-level work beyond the short-term, examining how determining factors change over time.
Design/methodology/approach
We considered time-based underemployment (graduates are working less hours than desired) and overqualification (skills in employment not matching education level/type) perspectives. We used a national data set for 41,671 graduates of Australian universities in 2016 and 2017, surveyed at four months and three years' post-graduation, to explore determining factors in the short and medium-term. Descriptive statistical techniques and binary logistic regression were used to address our research aims.
Findings
Graduates' medium-term employment states were generally positive with reduced unemployment and increased full-time job attainment. Importantly, most graduates that were initially underemployed transited to full-time work at three years post-graduation. However, around one-fifth of graduates were overqualified in the medium-term. While there was some evidence of the initially qualified transitioning to matched employment, supporting career mobility theory, over one-third remaining overqualified. Skills, personal characteristics and degree-related factors each influenced initial overqualification, while discipline was more important in the medium-term.
Originality/value
Our study explores both time-based underemployment and overqualification, and over time, builds on earlier work. Given the longer-term, negative effects of mismatch on graduates' career and wellbeing, findings highlight the need for career learning strategies to manage underemployment and consideration of future labour market policy for tertiary graduates.
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Milos Bujisic, Yizhi “Ian” Li and Anil Bilgihan
This study investigates the dual roles of emotion and cognition in shaping customer experiences within the hospitality sector, examining their distinct impacts on the formation of…
Abstract
Purpose
This study investigates the dual roles of emotion and cognition in shaping customer experiences within the hospitality sector, examining their distinct impacts on the formation of customer loyalty.
Design/methodology/approach
Employing a sequential exploratory mixed-method design, this research integrates qualitative interviews with eighteen hospitality managers and a quantitative survey involving 595 customers to develop and validate a new instrument measuring affective and cognitive experiential states for general hospitality consumers.
Findings
The study's results reveal that emotional experiences strongly correlate with affective loyalty, while cognitive experiences significantly influence cognitive loyalty. The study contributes to the existing literature by introducing a robust instrument that effectively captures the experiential dimensions, offering insights into customer loyalty formation.
Research limitations/implications
The reliance on retrospective self-reporting in the quantitative phase may introduce recall bias, potentially limiting the precision of the findings. Future research should seek to mitigate this by employing real-time data capture methods.
Practical implications
The newly developed measurement tool presents a practical solution for industry professionals aiming to enhance customer experience management by focusing on both affective and cognitive aspects, thus facilitating targeted strategies to cultivate customer loyalty. The implications for service design suggest that both emotional and cognitive elements must be considered to optimize customer experiences and drive loyalty.
Originality/value
This work advances the theoretical understanding of customer experience by distinguishing between its affective and cognitive dimensions and their respective contributions to loyalty. It offers a validated empirical tool, setting a foundation for future investigations.
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Matthew Tingchi Liu, Li Yan, Ian Phau, Andrea Perez and Min Teah
This study aims to investigate the main and interactive effects of three employee attributes, namely, employee friendliness, helpfulness and respectfulness, on customer…
Abstract
Purpose
This study aims to investigate the main and interactive effects of three employee attributes, namely, employee friendliness, helpfulness and respectfulness, on customer satisfaction in Mainland China.
Design/methodology/approach
A 2 × 2 × 2 between-subjects experimental design enabled an eight-scenario study depicting a service experience manipulated by employee friendliness (high/low), helpfulness (high/low) and respectfulness (high/low).
Findings
It is found that the effect of respectfulness has the strongest impact on customer satisfaction. Customer satisfaction generated by helpfulness is higher when respectfulness is high rather than low, while the interaction between helpfulness and friendliness is not found, even though helpfulness exerts a stronger effect than friendliness on customer satisfaction. Customer satisfaction is also maximized when all three positive interpersonal attributes all jointly presented. Interestingly, the absence of respectfulness tends to trigger a negative effect, while the display of friendliness results in a positive effect.
Research limitations/implications
Beyond the joint positive effects on service outcomes, different interaction patterns reveal that the display of friendliness is desirable and beneficial to enhance interpersonal outcome. However, the communication of respect is crucial, and, as such, managers and employees need to strive for a good balance on how to demonstrate these behaviours in critical moments such as service recovery. The findings from relative and interactive effects of three employee attributes are new in the literature and provide significant theoretical and managerial contributions for both researchers and managers.
Originality/value
This study takes the first step in decoding the cultural meaning of employee attributes through integrating Chinese traditional philosophy, Li (i.e. politeness), into a specific service setting by examining its comparative effects with other attributes.
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Richard J. Bauer and Julie R. Dahlquist
Discusses research ideas on the distinctions between data, information and knowledge, the categories of knowledge and knowledge‐processing activities in Holsapple and Whinston’s…
Abstract
Discusses research ideas on the distinctions between data, information and knowledge, the categories of knowledge and knowledge‐processing activities in Holsapple and Whinston’s (HW’s) taxonomy (1987, 1988a, 1988b), and their application to markets and the activities of the firm. Describes a manufacturing firm’s inputs, production processes and outputs in terms of HW’s taxonomy, pointing out that management must filter the information surrounding the firm to turn it into knowledge of various types, e.g. descriptive, derived, assimilative etc. Considers the role of information for customers of and investors in the firm; and the relationship between knowledge and efficiency. Identifies three types of knowledge workers (builders, stewards and appliers) and calls for further research on the taxonomy of knowledge and standards of knowledge within the finance discipline.
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Investigates the interpretation and the body of literature surrounding the British prehistory era defined as 500 000 BC to 43 AD. Looks at how and by whom the past has been…
Abstract
Investigates the interpretation and the body of literature surrounding the British prehistory era defined as 500 000 BC to 43 AD. Looks at how and by whom the past has been constructed, who has the power of information and interpretation. Questions whether this interpretation is objective and the way the subject is covered in education together with the lack of women within the process. Argues a case for using the material to enhance pupils’ abilities to evaluate information and draw conclusions.
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Ramona M. Chuang and Brian H. Kleiner
Looks at the main provisions within the Americans with Disabilities Act and suggests that its main drawback is vagueness. States that this will only be solved as case law is added…
Abstract
Looks at the main provisions within the Americans with Disabilities Act and suggests that its main drawback is vagueness. States that this will only be solved as case law is added to provide clearer guidance on specific issues.
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In 2005, a qualitative study was undertaken to explore the educational events, personal experiences, and job circumstances that a selected group of non-MLS library directors…
Abstract
In 2005, a qualitative study was undertaken to explore the educational events, personal experiences, and job circumstances that a selected group of non-MLS library directors working in small Texas communities believed were significant in contributing to their professional development. Face-to-face interviews were conducted with 17 female library directors working in Texas communities with populations of 25,000 or less using open-ended questions, and interviews were recorded and transcribed for later analysis. Four major topic areas relating to the professionalization of non-MLS library directors were identified from the data: (1) job satisfaction, including library work as spiritual salvation, librarianship and the ethic of caring, making a difference in the community, and pride in professional identity; (2) professional development, including hiring narratives, continuing education and lifelong learning, mentoring and professional development, and the importance of the MLS degree; (3) challenges facing small community library directors, including gender-based discrimination, resistance from local governing officials, and geographic isolation; and (4) guidelines for success, including understanding the community, becoming part of the community, making the library the heart of the community, business and managerial skills, and people and customer service skills.
Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American…
Abstract
Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American preemptive invasion and occupation of Afghanistan and Iraq and the subsequent prisoner abuse, such an existence seems to be farther and farther away from reality. The purpose of this work is to stop this dangerous trend by promoting justice, love, and peace through a change of the paradigm that is inconsistent with justice, love, and peace. The strong paradigm that created the strong nation like the U.S. and the strong man like George W. Bush have been the culprit, rather than the contributor, of the above three universal ideals. Thus, rather than justice, love, and peace, the strong paradigm resulted in in justice, hatred, and violence. In order to remove these three and related evils, what the world needs in the beginning of the third millenium is the weak paradigm. Through the acceptance of the latter paradigm, the golden mean or middle paradigm can be formulated, which is a synergy of the weak and the strong paradigm. In order to understand properly the meaning of these paradigms, however, some digression appears necessary.
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Yaw A. Debrah and Ian G. Smith
Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on…
Abstract
Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.