To help banks maintain competitive advantages, bank workers must develop superior financial products and services that meet customers’ needs and expectations, and developing…
Abstract
Purpose
To help banks maintain competitive advantages, bank workers must develop superior financial products and services that meet customers’ needs and expectations, and developing customer service quality also merits closer attention. Research emphasizes that developing customer service quality has direct associations with not only individual career growth and development but also customer satisfaction, loyalty, retention. Thus, this research aims to explore how bank workers develop their customer service quality by investigating side effects (stress and satisfaction) on work attitudes (organizational commitment and employee performance) along with work experience acting as moderators (1) between organizational commitment and customer service quality and (2) between employee performance and customer service quality.
Design/methodology/approach
Researchers collected data from 650 Cambodian bank workers via a survey questionnaire. A path analysis technique was used to analyze the data.
Findings
Results revealed that bank commitment was significantly influenced by stress and satisfaction. Next, employee performance was significantly influenced by bank commitment, stress and satisfaction. Meanwhile, customer service quality was significantly influenced by bank commitment and employee performance. Finally, work experience moderated both relationships (1) between bank commitment and customer service quality and (2) between employee performance and customer service quality.
Originality/value
Although significant side effects of stress and satisfaction on worker behavior in various industries, not my researchers have investigated how side effects of stress and satisfaction influence work attitudes (commitment and performance) which develop customer service quality in banking industry, along with work experience as a moderator.
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Lacking lecturers in higher education is an international issue where society faces insufficient educational services to enlighten one’s future, and lecturer work satisfaction…
Abstract
Purpose
Lacking lecturers in higher education is an international issue where society faces insufficient educational services to enlighten one’s future, and lecturer work satisfaction also merits higher attention. Work satisfaction is closely associated with turnover rates, lecturer retention, overall university cohesion, lecturers’ well-being, professional teaching improvement and research and publication performances. This study aims to explore how causes of actions (work–family conflict [WFC] and workload) influence consequences (stress and burnout) which affect the overall attitude (lecturer work satisfaction).
Design/methodology/approach
Researchers collected data from 450 Thai lecturers from different universities via survey questionnaires. Furthermore, a structural equation model method was used to analyze the data.
Findings
Results showed that lecturer stress was significantly influenced by WFC and workload. Next, stress, workload and WFC were the main predictors of lecturer burnout. Then, lecturer work satisfaction was significantly influenced by burnout, except stress. Finally, a relationship between lecturer stress and work satisfaction was mediated by burnout.
Originality/value
This research proposes a theoretical mechanism to analyze how causes of actions (WFC and workload) influence consequences (stress and burnout) which lead to a development of lecturer attitude (work satisfaction) in higher education.
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Durdana Ozretic-Dosen, Jozo Previsic, Zoran Krupka, Vatroslav Skare and Tanja Komarac
This paper aims to further enhance the understanding of elements relevant to creating affection for a country’s identity, culture and values.
Abstract
Purpose
This paper aims to further enhance the understanding of elements relevant to creating affection for a country’s identity, culture and values.
Design/methodology/approach
An overview of theoretical contributions is followed by a description of exploratory research on the overall image of Turkey. Survey-based empirical data (a convenience sample consisting of 838 Croatian citizens) are analysed using Statistica v7; mean values and a t-test are applied. The importance-performance Analysis (IPA) is also performed. The level of the respondent’s actual knowledge of Turkey is analysed by examining the content of their associations.
Findings
Research findings support a proven multidimensionality of the country/destination image construct. Turkey has become an appealing tourist destination; its image consists of positive associations that point to the effectiveness of soap operas broadcast abroad and promotional investments into the creation of the country image in foreign markets. Negative perceptions are related to human rights and gender inequalities.
Limitations implications
The use of a convenience sample (with predominantly female respondents) places a clear constraint on generalising the findings. Consequently, the results should be treated only as indicative. Furthermore, the one-country nature of the study limits the implications to theory.
Practical implications
Findings that soap operas might be a valuable source for Turkey’s image formation, and as such affect subsequent consumer behaviour, provide valuable insights for tourism and international marketing professionals who are either already in business or who are planning to internationalise future activities.
Originality/value
The study adds to the existing knowledge suggesting that popular culture, i.e. soap operas, is an interesting dimension of country/destination image deserving of further research.
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Benson Honig and Christian Hopp
In this chapter, we examine two theorized approaches to entrepreneurial activity: experiential versus prediction based strategies. We empirically assess the comparative…
Abstract
In this chapter, we examine two theorized approaches to entrepreneurial activity: experiential versus prediction based strategies. We empirically assess the comparative performance of several commonly recommended approaches – researching customer needs, researching the competitive landscape, writing a business plan, conceptually adapting the business plan or experimentally adapting the primary business activity. We found that the majority of nascent entrepreneurs began with a business plan, but only about a third adapted their plan in later stages. We also found that talking with customers and examining the competitive landscape were normative activities. Those who started a plan were more likely to create a venture, although the effects much stronger for those who changed their plan later on, as well as for those who researched customer needs.
Our results show that the selection of these activities is both ubiquitous and driven by pre-start-up experience and new venture characteristics. The activities themselves do not robustly link with successful new venture foundation. Hence, pre-start-up experiences, venture characteristics, and the institutional environment are more important in explaining successful performance than recommended activities. Implications for research, practice, and pedagogy are discussed.
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David Noack, Douglas R. Miller and Rebecca M. Guidice
Little is known regarding joiners (i.e. early-stage non-founder entrepreneurial employees) and their commitment to joining a new venture vs pursuing a more rational and stable…
Abstract
Purpose
Little is known regarding joiners (i.e. early-stage non-founder entrepreneurial employees) and their commitment to joining a new venture vs pursuing a more rational and stable career path. The purpose of this paper is to bring an understanding to this phenomenon, while adding to various management theories of organizational commitment and entrepreneurship.
Design/methodology/approach
The authors examine how current employment situations and alternative job prospects impact the relationship between joiner perceptions of distributive justice and organizational commitment by utilizing the equity ownership distribution decided upon by the founding team. The hypotheses are tested using data gathered from 117 joiners.
Findings
The findings confirm for traditional organizational research, a positive relationship exists, even in a new venture context, between perceptions of distributive justice and organizational commitment. However, when joiners report having a second (or primary) job, in addition to the new venture, the direct relationship is weakened. In contrast, higher levels of alternative employment options strengthen the relationship between justice and commitment.
Research limitations/implications
Although the authors’ measure of employment options only included a single-item measure, there is precedent in the literature for this approach. Yet, the authors realize this remains a limitation due to the lack of additional information surrounding each joiner’s “other job” characteristics, such as tenure, title, and salary.
Practical implications
Perceptions of fairness and justice appear to provide valuable implications for founders concerned about organizational commitment and employee buy-in when seeking to bring on joiners. Job alternatives and additional employment also provide interesting takeaways for practitioners. The authors suggest that founders take caution when hiring joiners, who have a second (or primary) job, in addition to working for the new venture. Levels of commitment will likely be reduced, to the possible detriment of the new venture.
Originality/value
Although the baseline hypothesis exists in prior literature with respect to established firms, it has not been tested in a new venture context. Furthermore, prior studies within the entrepreneurship literature have yet to examine these issues from the perspective of the joiner and certainly have not taken into account additional employment and employment prospects among these individuals.
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Wagner Junior Ladeira and Fernando de Oliveira Santini
This paper aims to analyze the effect of temporal experiences on the visualization of advertising appeals in the banking sector. More specifically, this study investigates the…
Abstract
Purpose
This paper aims to analyze the effect of temporal experiences on the visualization of advertising appeals in the banking sector. More specifically, this study investigates the effectiveness of advertising messages that use close-up “vs” long-shot images and influence objective temporality as a driver of visual attention.
Design/methodology/approach
One experiment was done through visual attention using an eye-tracking application. This investigation included the participation of 238 volunteers viewing 2 different types of advertising appeals: savings accounts and bank cards. The advertising appeals brought manipulations of close-up “vs” long-shot images.
Findings
The authors' findings indicate that close-up images increase visual attention in advertising appeals. On the other hand, the presence of long-shot images reduces visual attention in advertising appeals. Furthermore, the eye-tracking results revealed that long-short images constantly decreased with the passing of objective temporality. In contrast, close-up images had the first moment of increased visual attention levels followed by a fall toward the end of objective temporality.
Originality/value
The manipulation of image format differences can increase attention and memory effects. For this reason, the interaction between objective temporality and close-up “vs” long-shot images must be considered more carefully than has been done so far. This article reflects on this care and points the way to future research agendas.
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JinHyo Joseph Yun, Xiaofei Zhao, Giovanna Del Gaudio, Valentina Della Corte and Yuri Sadoi
As the restaurant industry is a representative service industry, long-living restaurants could carry the secrets of key factors that are needed to establish “sustainable business…
Abstract
Purpose
As the restaurant industry is a representative service industry, long-living restaurants could carry the secrets of key factors that are needed to establish “sustainable business models” in service industry. The authors aim to answer the following question: How can restaurants innovate business model sustainably to last for more than 50 years through the era of digital transformation with open innovation dynamics?
Design/methodology/approach
Five long-lived restaurants from Daegu, Kyoto and Naples were selected separately by using the snowballing approach, and were analyzed through in-depth interviews and participatory observations.
Findings
Restaurants in Daegu have lived long mainly because of adding value to their recipes. Restaurants in Kyoto have lived very long, primarily by decoupling their original services, ingredients and recipes. Restaurants in Naples have enjoyed long lives by coupling or recoupling their ingredients, services and recipes.
Originality/value
The implication is that long-living restaurants or service firms could maintain their own sustainability by dynamically circling the following services: (1) adding and boning recipes (focusing on special menus or products), (2) coupling of ingredients (creative recoupling of original ingredients) and (3) decoupling of services (disconnecting the value chain and rebalancing it).
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Noel Scott, Biqiang Liu and Brent Moyle
This chapter provides a holistic understanding of memory and the tourism-memory nexus. This chapter begins with an overview of what memory is and the history of research on it…
Abstract
This chapter provides a holistic understanding of memory and the tourism-memory nexus. This chapter begins with an overview of what memory is and the history of research on it. Following this, the chapter outlines key memory-related themes in cognitive psychology. Next, the implications of the tourism-memory nexus for research on memorable tourism experiences are discussed. It provides a critical analysis of the research which examines tourism and memory from the viewpoint of cognitive psychology. The chapter concludes with an outline of key avenues for further research in order to delve into tourism-memory nexus.
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Omid Oshriyeh and Antonella Capriello
Films are arguably one of the most influential phenomenon of modern society. They are remarkable and effective means of conveying stories and influencing humans. Films are one of…
Abstract
Films are arguably one of the most influential phenomenon of modern society. They are remarkable and effective means of conveying stories and influencing humans. Films are one of the most important factors that motivate people to travel to a destination. This chapter will explore the phenomenon which is widely known as film tourism and its role in tourist experience. To gain a better understanding of film tourism experiences, this chapter presents key concepts and analyzes existing studies. The analysis investigates important aspects of film tourism experience, including experience satisfaction and storytelling. It tries to highlight how films can influence tourist experiences beyond the travel itself, with a strong emphasis on the role of storytelling and film tourism experience satisfaction. To help readers achieve a clearer and more detailed understanding of the unique and dynamic nature of film tourism experiences, this chapter provides an overview of the tourist experience by conducting a comprehensive literature review on the subject. By doing this, this chapter proposes a new framework of film tourist experience satisfaction while describing the relationship between influential factors such as previous film experiences, motivation to visit a destination, destination expectations, on-site destination experience, and tourist involvement. Finally, conclusions are drawn presenting storytelling as a contemporary approach in the domain of film tourism experiences.
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Jaemin Kim, Michael Greiner and Cynthia Miree
In competitive environments, explicitly seeking institutional changes to adopt a new technology, rather than exploiting current resources, can harm more than help organizations’…
Abstract
Purpose
In competitive environments, explicitly seeking institutional changes to adopt a new technology, rather than exploiting current resources, can harm more than help organizations’ efforts to achieve their performance goals. However, institutionally embedded organizations often respond to the introduction of industry disruptive technology in counterproductive ways. This paper aims to study the paradox of embedded agency in competitive environments and explore the diffusion of new occupations associated with data analytics.
Design/methodology/approach
This study uses the context of the Major League Baseball where the digital platform, PITCHf/x, implemented during 2006 and 2007 seasons facilitated the professional baseball clubs to create occupations for data analytics.
Findings
This study found that long-term low performance of organizations resulted in creating occupations for a new technology and deploying professionals to them and the public media’s negative tenor mediated the relationship between the signal of institutional inefficiency and such a boundary work in a competitive environment.
Originality/value
This research enriches our understanding of the early disperse of a new occupation in the times of the emergence of digital platform by exploring the temporal attributes of organizational performance and the role of public media as the antecedents to embedded agency.