Jiamin Peng, Xiaoyun Yang, Xinhua Guan, Lian Zhou and Tzung-Cheng Huan
Integrating conservation of resources (COR) and complexity theories, this study aims to develop and assess a research model of the relationship between job dissatisfaction and…
Abstract
Purpose
Integrating conservation of resources (COR) and complexity theories, this study aims to develop and assess a research model of the relationship between job dissatisfaction and brand sabotage behavior (BSB) based on the moderating mechanism of psychological resources (i.e. brand-based role identity and relational energy). The interdependence between these influencing factors is analyzed from the perspective of social science holism.
Design/methodology/approach
A total of 381 valid questionnaires were collected from frontliners serving in full-service restaurants in Guangzhou, China. Regression analysis was used to test the research hypotheses and combined with fuzzy-set qualitative comparative analysis to identify the complex triggering mechanism of BSB.
Findings
Job dissatisfaction is positively related to BSB, brand-based role identity internalization and relational energy weaken this effect, whereas brand-based role identity compliance strengthens it. Qualitative comparative analysis shows that a single condition does not constitute a necessary condition for BSB. The interdependence of job dissatisfaction and employee psychological resources forms multiple asymmetric paths that trigger high and low BSB.
Practical implications
The findings can be used by catering organizations as guidelines for conducting training for brand internalization, formulating strategies to avoid BSB among employees and strengthening brand building.
Originality/value
This study is the first to integrate COR and complexity theories to comprehensively analyze how BSB is formed among dissatisfied employees. The authors advance theory by distinguishing the role of brand psychological resources (i.e. brand-based role identity) and psychological resources obtained from the environment (i.e. relational energy) in stimulating or buffering dissatisfied employees to engage in BSB.
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Jiamin Peng, Chi Fu, Yujuan Guo and Lingwen Huang
This study focuses on the context of interactions in online medical-consultation services. It integrates theories of value co-creation and social support, and it introduces…
Abstract
Purpose
This study focuses on the context of interactions in online medical-consultation services. It integrates theories of value co-creation and social support, and it introduces customer-perceived doctor’s contribution behaviors (DCBs) as mediators to investigate the impact of customer value co-creation behavior (CVCB) on customer service well-being (CSW). This study also explores the moderating roles of communication and task characteristics of interactive medical interfaces.
Design/methodology/approach
A survey of 353 patients with online consultation experience were conducted. Structural equation modeling and PROCESS macro technology were used to test the hypotheses.
Findings
CVCB positively affects CSW through the mediating role of DCBs, including cure-based knowledge contribution behavior (KCB) and care-based emotional supportive behavior (ESB). The difference in task-oriented communication styles between customers and doctors weakens the positive effect of CVCB on perceived doctor’s cure-based KCB and care-based ESB. However, task complexity diminishes the positive effect of CVCB on perceived doctor’s cure-based KCB.
Practical implications
Managers of online medical-consultation platforms can optimize service design and enhance positive doctor–patient interactions to improve CSW and promote sustainable platform growth. This can effectively address social equity issues associated with the uneven distribution of medical resources and enhance societal well-being.
Originality/value
There is insufficient attention to the perceived well-being caused by the service context and customer–employee interactions, especially in online environments. This study contributes to value co-creation theory and customer well-being research by exploring factors influencing CSW in online medical care.
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Jiamin Peng, Liwen Chen, Xiaoyun Yang and Lishan Xie
Drawing on signaling theory and the “signal transmission–interpretation–feedback” framework, this study explores the effects of perceived distributive justice and respect from…
Abstract
Purpose
Drawing on signaling theory and the “signal transmission–interpretation–feedback” framework, this study explores the effects of perceived distributive justice and respect from managers on nurses' work meaningfulness and work effort in public hospitals in China and examines the moderating role of work self-efficacy.
Design/methodology/approach
We collected 341 paired questionnaires for nurses and managers from four public hospitals in China. The data were analyzed by structural equation modeling and hierarchical regression analysis.
Findings
Distributive justice and managers' respect for employees are positively related to work meaningfulness. Additionally, work self-efficacy negatively moderates this relationship. Work meaningfulness is positively related to work effort and fully mediates the relationships between perceived distributive justice and respect from the manager and work effort.
Practical implications
This study provides useful insights for healthcare organizations to improve nurses' work meaningfulness from the perspectives of their material and emotional needs, according to their work self-efficacy characteristics, thus promoting their work effort. The findings offer important guidance for improving the effectiveness of grass-roots human resources to cope with unpredictable situations such as the COVID-19 pandemic.
Originality/value
This study focuses on the organization's environmental factors that affect the primary staff's work meaningfulness. Further, it analyzes the differences in signal interpretation among nurses with different work self-efficacy characteristics, thus providing new insights into work meaningfulness. Through manager–nurse pairing data, it reveals the important role of work meaningfulness in motivating work effort.
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Jia-Min Peng, Xin-Hua Guan and Tzung-Cheng Huan
This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel agencies…
Abstract
Purpose
This study aims to explore the concept of frontline employee’s brand sabotage behaviour (BSB) and the influencing factors of BSB in the hotels and their partner travel agencies from the perspective of perceived justice and establishes a moderating mechanism based on emotional resource supplementation.
Design/methodology/approach
This paper developed a measurement scale of BSB through interviews with hotel employees and multiple rounds of questionnaire surveys in Study 1 and tested the research model and hypotheses using a structural equation model analysis in Study 2.
Findings
The results of multiple rounds of surveys indicate that a positive perception of procedural justice helps to restrain employees from implementing BSB but the employee’s perceived customer injustice can directly stimulate not only the BSB but also reduce employees’ perception of the level of procedural justice. However, when employees’ self-efficacy for emotional regulation is higher, the positive relationship between customer injustice and BSB and the negative impact on procedural justice is weakened.
Practical implications
The findings suggest that managers should implement practices to suppress BSB by actively managing the service interaction process and reduce the instances of unjust customer behaviours, while preventing employees from sabotaging brands at both organizational and employee levels by promoting organizational procedural justice and employees’ self-efficacy for emotional regulation.
Originality/value
The research results enrich the discussion on the integration of resources in the process of value co-creation and the common sabotage of brand value caused by resource abuse. Further, this study also supplements and perfects the theory of service brand management.
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Hongyang Hu, Huijun Wu, Jichao Wang and Jiamin Liu
To enhance the load capacity and dynamic characteristics of gas foil conical bearings (GFCBs), two kinds of microgrooves (sector and Fibonacci-like shape) are arranged on the top…
Abstract
Purpose
To enhance the load capacity and dynamic characteristics of gas foil conical bearings (GFCBs), two kinds of microgrooves (sector and Fibonacci-like shape) are arranged on the top foil surface.
Design/methodology/approach
The Reynolds equation considering gas rarefaction effect is solved by the finite difference method, in which the 2D plate element stiffness model is used for the grooved top foil. The influence of groove on the static characteristics is studied, and the dynamic characteristics of novel bearing are obtained by the perturbation method.
Findings
The results show that the gas rarefaction effect on the load capacities is negligible, and the novel GFCB with microgrooved top foil has higher load capacities. Moreover, the deeper groove is conductive to the dynamic stability improvement. The positive Fibonacci-like groove seems to be the most suitable shape, which can largely increase the axial load capacity with little additional torque cost. And the improvement of dynamic characteristics for the Fibonacci-like grooved GFCB is also more favorable.
Originality/value
As the low cost of groove processing, it is an effective way to improve GFCB’s performance and even can be used to upgrade the bearings in service.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/ILT-04-2024-0148/
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Xin-Hua Guan, Lishan Xie and Tzung-Cheng Huan
This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship…
Abstract
Purpose
This paper aims to improve understanding of co-creation by focusing on customer knowledge sharing (CKS), which is something that can be influenced by organizational relationship orientation (ORO), employee adaptiveness (EA) and customer expertise (CE), and that influences employee creativity (EC) and customer-perceived economic value (CEV).
Design/methodology/approach
With subjects being conference and meeting organizers for hotel service, a survey was conducted in major Chinese cities. In the survey, high-star-rated hotels’ corporate sales personnel provided data if a sales person got one of their customers to provide data. Only responses for hotels for which two employee–customer matched records were obtained could be used for analysis by using hierarchical linear modeling; so, 217 matched records from 48 hotels were processed.
Findings
Accepting five hypotheses and having coefficients for control variables allow new insights into the importance of CKS. Insights regarding brand familiarity, employee seniority, etc. contribute to theory and improving research.
Practical implications
Action can include fostering benefit from CE, nurturing EA and supporting ORO. Action can be recruiting and training employees with special considerations to their level and use of EA that facilitates acquiring valuable knowledge from customers. For researchers, practical implications relate to improving modeling and recognizing new research.
Originality/value
This study provides new findings on ORO, EA and CE affecting CKS, as well as showing relationships of CKS with EC and CEV. Coefficients of control variables yield insights beyond control that contribute to theory and to identifying new research. Examining response distributions highlights analysis issues, suggesting avenues for new research.
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Jiamin Li, Zhicheng Xu, Maolin Ye and Meilan Nong
Although coworkers’ workplace interpersonal capitalization occurs every day in the workplace, we know little about how it affects employees’ well-being or why and when this impact…
Abstract
Purpose
Although coworkers’ workplace interpersonal capitalization occurs every day in the workplace, we know little about how it affects employees’ well-being or why and when this impact occurs. To address these questions, we theorized and tested a model that links coworkers’ capitalization to well-being outcomes via perceived relatedness and anxiety and the boundary condition of learning goal orientation.
Design/methodology/approach
Time-lagged survey data were collected (N = 304) from a range of organizations in mainland China. Path modeling was used to examine the hypotheses.
Findings
The results indicated that coworkers’ capitalization drives an employee to experience either relatedness or anxiety, depending on the employee’s learning goal orientation. Furthermore, responses to relatedness and anxiety trigger autonomous motivation and psychological detachment, respectively.
Originality/value
This study contributes to the capitalization literature by comprehensively explaining the negative and positive effects of coworkers’ capitalization on employees’ well-being.
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Xiangyang Wang, Jiamin Li and Ying Qi
This paper aims to adopt the knowledge-based view and social network theory to investigate the relationship between network capability ambidexterity and knowledge creation (KC) in…
Abstract
Purpose
This paper aims to adopt the knowledge-based view and social network theory to investigate the relationship between network capability ambidexterity and knowledge creation (KC) in the context of open innovation. It also examines the moderating effects of innovation climate on this relationship.
Design/methodology/approach
This paper developed a model including network capability ambidexterity, innovation climate and KC. A total of 463 samples were collected from China to test the model and hypotheses by SEM.
Findings
The empirical results indicate that network capability ambidexterity is the crucial antecedent of KC. Specifically, network capability ambidexterity consists of the balanced and combined dimensions that both have significant and positive effects on KC. More importantly, the balanced dimension has a stronger effect on KC than the combined. In addition, an innovation climate positively moderates the effects of network capability ambidexterity and KC.
Originality/value
This study advances a new understanding of how network capability ambidexterity influences KC. Moreover, investigating the relationships should provide fresh insights into network capabilities and KC for practitioners in the open innovation context.