Zeph Yun Chang, Loi Hui Huang and Loi Hui Huang
Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company’s customer service system. Presents a methodology for quality management…
Abstract
Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company’s customer service system. Presents a methodology for quality management of customer communication through telephone, e‐mail and Web support for both internal and external customers. The concept of a customer call centre is introduced and quality dimensions of customer call services are established with call status coded and problem severity issues being addressed.
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Power distance describes a central facet of national culture, because it influences the acceptance and endorsement of job characteristics related to status and power. This has…
Abstract
Purpose
Power distance describes a central facet of national culture, because it influences the acceptance and endorsement of job characteristics related to status and power. This has major implications for international human resource management, because the importance of different situational job characteristics for employee job satisfaction should differ across cultures. The purpose of this paper is to analyse if and how national power distance levels moderate different situational job characteristics’ influence on job satisfaction.
Design/methodology/approach
The authors refer to three approaches to culture: the frameworks of Hofstede and GLOBE as well as to current scores provided in a meta-analysis. The empirical findings are derived using regression analyses on a sample covering 16 nations.
Findings
The results are convincing regarding the basic job satisfaction driver model not involving culture. However, the results on power distance’s impact as well as its moderating role are strongly dependent on the culture concepts utilised. The authors provide an analysis of differences along the measurements behind the different concepts.
Originality/value
The authors can conclude that national differences in job satisfaction, as found in various studies, are a result of differences in situational dispositions to work life rather than a result of different cultural surroundings in terms of power distance. The question is whether this is due to power distance’s lack of impact or due to other factors, such as the difficulties of measuring culture. The authors discuss the differences which are due to different measurements. For ultimately confirming power distance’s moderating role and for advancing theorizing in this field, further research, which can build on the framework offered in this paper, is needed that directly measures the individual power distance facets in addition to the job characteristics and satisfaction values.
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Hang-yue Ngo and Hui Li
The purpose of this paper is to examine the relationship between Chinese traditionality (an individual-level cultural variable) and subjective career success in the Chinese…
Abstract
Purpose
The purpose of this paper is to examine the relationship between Chinese traditionality (an individual-level cultural variable) and subjective career success in the Chinese context. It explores whether Chinese traditionality influences employees’ perceptions of procedural justice and job insecurity, which in turn affect their job and career satisfaction.
Design/methodology/approach
Data were collected via employee survey from 482 workers in three large companies in China. The HR department helped us to distribute a self-administered questionnaire to the respondents. The authors assured them of confidentiality and protected their anonymity. Path analysis was used to evaluate the relationships in the conceptual model. For testing the mediating hypotheses, the authors employed Sobel tests and bootstrapping.
Findings
The results indicate that Chinese traditionality is related to procedural justice and perceived job insecurity. The authors further found that Chinese traditionality exerts a significant effect on both job and career satisfaction, and such effects are fully mediated by procedural justice and perceived job insecurity.
Practical implications
Based on the findings, Chinese firms should pay attention to employees’ cultural values and their perceptions of work context, which significantly affect their job and career satisfaction. It is also important to ensure a high level of procedural justice and job security as perceived by the employees.
Originality/value
This study is the first exploration of the relationship between Chinese traditonality and subjective career success. It also reveals the mediating role of procedural justice and perceived job insecurity in the above relationship. The new findings add to the cross-cultural research on careers.
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Mahmoud Ramadan Barakat, Nicoleta Tipi and Jialin Snow Wu
This research aims to provide a conceptual framework with the scope to assist in establishing sustainable supply chain clusters (SCCs) by providing an instrument for organisations…
Abstract
Purpose
This research aims to provide a conceptual framework with the scope to assist in establishing sustainable supply chain clusters (SCCs) by providing an instrument for organisations to enhance the three sustainability dimensions in a dynamic environment.
Design/methodology/approach
This research proposes a conceptual framework to enhance sustainability and organisational performance through three theoretical lenses: the system theory, extended resource-based view and the dynamic capabilities (DCs) theory. This approach is carried out through a comprehensive review of the existing literature on SCCs.
Findings
Four main propositions are formulated and demonstrated using the developed framework, which expands the discussion about SCCs and their key characteristics in a dynamic environment. This is particularly relevant as it allows empirical testing of the theories in an SCC context.
Research limitations/implications
It can be noted that more extensive research is needed to further understand the issues faced in establishing sustainable clusters. Drawing on the theoretical lenses to establish the framework helps to enhance the understanding and operational capabilities of sustainable SCCs during and after disruptions, such as the global disruption created by COVID-19.
Practical implications
This research paves the way to help organisations improve their adaptability to the dynamic business environment by emphasizing the importance of clustering and linking it to sustainability through DCs to establish a sustainable cluster.
Originality/value
This research aims to guide organisations' use of SCCs as tools to enhance sustainability in a dynamic environment, given that the relationship amongst supply chain cluster design characteristics (SCCDCs), DCs and sustainability remains unexplored. The combination of the three theoretical lenses in developing the proposed framework will assist in further understanding the applicability of these theories when they are considered together.
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Zhu Yao, Xianchun Zhang, Jinlian Luo and Hui Huang
Workplace bullying is a common negative event suffered by employees in the workplace. The harm it brings to the organization has become the focus of the field of organizational…
Abstract
Purpose
Workplace bullying is a common negative event suffered by employees in the workplace. The harm it brings to the organization has become the focus of the field of organizational behavior. The purpose of this study was to explore whether workplace bullying has an impact on employee knowledge hiding and to discover the underlying mechanism between the two.
Design/methodology/approach
Based on the conservation of resource theory and the cognitive-affective personality system theory, this paper surveys 327R&D employees of Chinese technological corporations at two time points and explores the relationship between workplace bullying and knowledge hiding as well as the underlying mechanism. This study used confirmatory factor analysis, bootstrapping method and structural equation model to validate the research hypothesis.
Findings
The results show that workplace bullying positively correlates with knowledge hiding; emotional exhaustion and organizational identification play a mediation role between workplace bullying and knowledge hiding, and both variables play a chain mediation role in that relationship; and forgiveness climate moderates the positive impact of workplace bullying on emotional exhaustion, further moderating the chain mediation role of emotional exhaustion and organizational identification.
Originality/value
The findings of this study can not only complement the existing researches on the influence of negative workplace events on employees’ knowledge hiding behaviors but also strengthen scholars’ attention and understanding of the internal mechanism between workplace bullying and knowledge hiding.
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The purpose of this paper is to investigate the moderating effects of power distance and collectivistic orientations on the effectiveness of intrinsic, extrinsic and reciprocal…
Abstract
Purpose
The purpose of this paper is to investigate the moderating effects of power distance and collectivistic orientations on the effectiveness of intrinsic, extrinsic and reciprocal motivators in promoting employees’ willingness to cooperate for organizational interest. An integrated theoretical framework which incorporated cultural influence on need priority and on legitimacy of social exchange was established to develop the hypotheses.
Design/methodology/approach
This study used the methodology of information-integration theory to test the research hypotheses.
Findings
This study found that power distance orientation enhanced the effectiveness of extrinsic motivator but mitigated that of intrinsic motivator, and was irrelevant to that of reciprocal motivator. In contrast, collectivistic orientation mitigated the effectiveness of extrinsic motivator but enhanced that of reciprocal motivator, and was irrelevant to that of intrinsic motivator.
Practical implications
Managers may use reciprocal motivators for employees with high collectivism in order to increase their willingness to cooperate for the interest of the organization. Meanwhile, extrinsic motivators may be utilized for employees with high power distance but may not be as effective for those with low power distance. However, managers should not expect intrinsic motivators to be as attractive to those with high power distance as to those with low power distance.
Originality/value
By integrating multiple cultural orientations and multiple work motivators in one study, this research clarified the differential moderating effects of power distance and collectivistic orientations on the effectiveness of intrinsic, extrinsic and reciprocal motivators in promoting employees’ willingness to cooperate. Potential confounding problems in prior studies derived from the correlation between cultural values and coexistence of multiple motivators were discussed.
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Miraç Yücel Başer, Tuba Büyükbeşe and Stanislav Ivanov
The proliferation of Smart Technologies, Artificial Intelligence, Robotics, and Algorithms (STARA) in the tourism and hospitality (T&H) industry has been shown to trigger negative…
Abstract
Purpose
The proliferation of Smart Technologies, Artificial Intelligence, Robotics, and Algorithms (STARA) in the tourism and hospitality (T&H) industry has been shown to trigger negative employee behaviour associated with awareness of these technologies. This study expands the existing literature on technology and organisational behaviour from the perspective of hospitality employees based on a dual appraisal of STARA awareness.
Design/methodology/approach
The sample included 324 Turkish hotel employees, and the analysis was conducted through partial least squares structural equation modelling (PLS-SEM).
Findings
Results revealed the negative impact of STARA awareness on job outcomes among hotel employees. STARA awareness negatively affected the psychological relationship between individuals and organisations. Despite these findings, when perceived as a companion that could support employees' career development, STARA technologies increased employees’ work engagement.
Practical implications
Organisational support plays a critical role in decreasing employees’ fear of technological unemployment. Hotel managers can increase employees' commitment to the organisation by helping them feel valued and supported. However, the support they give to employees will not always work. While more optimistic employees are warmer toward the organisation, depressed employees may not recognise the value the organisation gives them. Hence, managers should strive to offer personalised assistance that addresses the distinct requirements and worries of individual employees.
Originality/value
The research provides a two-sided assessment, extending the one-sided negative perceptions of employees towards STARA technologies. The research is grounded in the Transactional Stress Theory and provides significant implications for the Job Demands-Resources Theory, Person-Organisation Fit Theory, and Self-Determination Theory.
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Liang-Chih Huang, Chun-Hui Su, Cheng-Chen Lin and Szu-Chi Lu
The purpose of this paper is to attempt to unlock how and why abusive supervision influences employees’ day-to-day behaviors. Thus, the present study proposes that employees who…
Abstract
Purpose
The purpose of this paper is to attempt to unlock how and why abusive supervision influences employees’ day-to-day behaviors. Thus, the present study proposes that employees who are continuously faced with a supervisor’s hostile verbal and nonverbal behavior might obstruct their willingness to exhibit two different kinds of extra-role behaviors [i.e. organizational citizenship behavior (OCB) and voice] because sustained abusive behavior might hinder employees from their tasks and result in disengagement. Abused employees are more likely to disengage from their current tasks, and this is likely to in turn result in lower OCB and voice.
Design/methodology/approach
The data were collected from a Taiwan mid-sized high-tech manufacturing company. The present study adopted a within-person approach (a daily-basis research design) and collected data from 60 front-line employees over 10 working days. Although all variables were self-rated, common method variance is minor. Confirmatory factor analysis (CFA) was conducted to ensure discriminant and convergent validity, and hierarchical linear modeling (HLM) was used to test the hypotheses.
Findings
The results of CFA ensure the measures have discriminant and convergent validity, while the results of HLM analysis showed that work engagement fully mediates the negative relationship between abusive supervision and the two kinds of extra-role behaviors. The bootstrapping results also support the full mediation effect of work engagement.
Originality/value
The present study used the job demands-resources model to examine how abusive supervision influences employees’ OCB and voice and found that work engagement is one possible mechanism between these two types of extra-role behavior. Specifically, a daily research design discovered that in a given working day, once a leader exhibits abusive supervision behavior, compared with any given day without abusive behaviors, employees will find it difficult to focus on their current tasks (i.e. through exhibiting decreased work engagement), which will in turn influence their willingness to exhibit OCB and voice on that particular day. Thus, both researchers and managers should focus on the daily interactions between leaders and employees because it is impossible to achieve organization success in one day, but rather such success is the aggregate result of both leaders’ and employees’ daily efforts.
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Tat-Huei Cham, Jun-Hwa Cheah, Hiram Ting and Mumtaz Ali Memon
Despite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the…
Abstract
Purpose
Despite being a popular topic in sports tourism research, limited studies have focused on golf tourism in relation to destination image. The present study aimed to examine the impact of country-related factors on the destination image among golf tourists as well as the interrelationships between perceived service quality, perceived value, satisfaction and behavioural intention in this context in the Malaysian context. Excitement was also examined as a moderator of the relationship between satisfaction and behavioural intention.
Design/methodology/approach
Data was collected from 360 golf tourists using a self-administered questionnaire at the two largest airports (KLIA and KLIA2) in Malaysia. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique.
Findings
The findings present the significance of country-related factors (i.e. accessibility, safety and security and golf course setting) in determining the image of Malaysia as a golf tourism destination. Destination image, in turn, is found to influence golf tourists' perceived service quality, perceived value and satisfaction; with both perceived service quality and perceived value acting as mediators between destination image and satisfaction. Moreover, the moderation assessment confirms that the level of excitement about golfing in Malaysia strengthens the relationship between their satisfaction and behavioural intention.
Originality/value
This study is one of the few that focuses on the consequential importance of destination image within the golf tourism setting. It highlights the mediating role of perceived service quality and perceived value as well as the moderating role of excitement in understanding the effect of destination image on satisfaction and behavioural intention of golf tourists.