This paper investigated the impact of firms' service recovery efforts on consumers' desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally…
Abstract
Purpose
This paper investigated the impact of firms' service recovery efforts on consumers' desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their outcomes.
Design/methodology/approach
Using snowball sampling technique, an online survey was administered and 259 responses were collected from casual-dining restaurant customers. A partial least squares structural equation modeling (PLS-SEM) and multivariate analysis of covariance (MANCOVA) were used to examine the hypotheses.
Findings
The results indicate that perceived justice significantly mediates the effect of service recovery efforts on the consumers' desire to reciprocate and forgiveness. Moreover, high (vs. low) service recovery efforts lead to high consumer forgiveness.
Practical implications
The study provides insights for managers into how optimal recovery efforts predict consumers' positive responses and minimize the effect of service failure in South Asian consumers.
Originality/value
This research is among the early endeavors to examine consumers' desire to reciprocate in service recovery context. Also, this is the first study to validate the impact of service recovery efforts on consumers' desire to reciprocate and consumer forgiveness in a South Asian country.
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Rana Muhammad Umar and Salman Saleem
Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness…
Abstract
Purpose
Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure.
Design/methodology/approach
A critical incident technique (CIT) in conjunction with a self-administered online survey was carried out. Using the snowball sampling technique, a total of 204 useable responses were collected. To test the hypotheses, this study used partial least squares structural equation modeling (PLS-SEM).
Findings
The study finds that perceived EEC influences service recovery satisfaction. Additionally, the study identifies the mediating role of consumer forgiveness in the relationship between perceived EEC and recovery satisfaction. Multi-group moderation analysis shows that the relationship between perceived EEC and recovery satisfaction is weaker in process failures as compared to outcome failures.
Practical implications
Based on obtained results, this study recommends that after service failure consumer forgiveness and subsequent recovery satisfaction can be obtained with perceived EEC. To do so, managers need to incorporate emotional competence while recruiting and training the employees. Moreover, managers need to train employees on failure types and respective recovery strategies. Lastly, the study suggests that in emerging markets managers should pay greater emphasis on process failure, because such failure decreases customer satisfaction greatly than outcome failure.
Originality/value
To the authors' knowledge, this is the first study that investigates the impact of perceived EEC on consumer forgiveness which subsequently determines the recovery satisfaction in the emerging markets. It extends the application of the emotional contagion and affect infusion theories by exposing the effect of perceived EEC on recovery satisfaction through consumer forgiveness. In addition, the study provides insights that the influence of perceived ECC on recovery satisfaction significantly varies across service failure types.
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Salman Saleem, Rana Muhammad Umar and Stephen Oduro
This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the…
Abstract
Purpose
This study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perceived EEC and RES.
Design/methodology/approach
A self-administered online survey was carried out to collect data. Using a convenience sampling technique, 195 US consumers were recruited from Prolific Academic. To test the hypotheses, this study employed partial least squares structural equation modeling (PLS-SEM).
Findings
According to the analysis, perceived EEC impacts CEA directly and indirectly via RES. Additionally, the study finds that consumers reported feeling more emotionally connected to the restaurant when they were satisfied with service recovery. Finally, the study identified that the connection between perceived EEC and RES increases with service failure severity.
Practical implications
This study emphasizes enhancing EEC through organization-wide training to increase customer satisfaction and emotional attachment to the service organization. Furthermore, it underscores the need for comprehensive employee training to categorize service failure severity and formulate appropriate recovery strategies.
Originality/value
The authors believe this is the first RES study to examine perceived EEC’s effect on CEA. By combining the affect infusion and cognitive appraisal theories to examine recovery satisfaction, this study contributes to the existing body of research on service recovery by shedding light on the relationship between perceived EEC and CEA. Furthermore, the study offers preliminary findings indicating an increase in the impact of perceived EEC on RES during high failure severity (SFS).
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Michela Cesarina Mason, Stephen Oduro, Rana Muhammad Umar and Gioele Zamparo
The purpose of this study is to clarify the findings and criticisms in the extant literature concerning the theory of consumption values (TCV) by conducting a meta-analysis to (1…
Abstract
Purpose
The purpose of this study is to clarify the findings and criticisms in the extant literature concerning the theory of consumption values (TCV) by conducting a meta-analysis to (1) examine the extent to which consumption values influence consumer behavior and (2) to explore contextual and methodological factors that may account for between-study variance in the focal relationship.
Design/methodology/approach
The study employs a random-effects model and psychometric meta-analysis approach to examine 82 studies with 297 effect sizes in 34 countries between 1991 and 2022, inclusive.
Findings
Results reveal that consumption values have a positive significant and moderate effect on consumer behavior. Moreover, emotional value is the most influential predictor of consumer behavior, while social value is the weakest. Furthermore, the study's findings show that some contextual and methodological factors moderate the relationship between consumption values and consumer behavior.
Practical implications
The findings highlight that managers can work on consumption values to prompt positive consumer responses like attitude, intention, satisfaction and overall value perception. However, managers must consider that the relevance of the consumption values depends significantly on the outcome variable and the context, which calls for a tailored-made marketing strategy to appeal to consumers' diverse needs and wants.
Originality/value
Besides providing empirical evidence of the broad validity of the TCV, this study is the first meta-analytic review of the TCV, which integrates several insights to provide valuable research directions for future researchers and insightful implications for practitioners.
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Muhammad Habib Rana and Muhammad Shaukat Malik
The purpose of this paper is to present a concise overview of available research work on Islamic principles related to human resource management (HRM).
Abstract
Purpose
The purpose of this paper is to present a concise overview of available research work on Islamic principles related to human resource management (HRM).
Design/methodology/approach
With the purpose in view, an effort was made to collect books, journal articles and research papers. The selected works cover the period from 2003 to 2014. The reason behind selection of this period is the fact that during this time, an increased emphasis on religion, particularly Islam, has been felt the world over. The ideas and inferences out of those works have been compiled in a concise and ordered form. Compilation of ideas has been thematically arranged on the basis of different areas of HRM which led to the findings of the study.
Findings
Business organizations in Islamic countries or those being managed by the Muslims generally claim to follow Islamic management principles. However, practical adherence to these principles varies in various shades depending on national and organizational culture. The reviewed literature covers the theory of HRM and identifies the Islamic principles related to it. Mostly, the researchers have elaborated the Islamic guidelines related to HRM; however, a few have also ventured to find out practical application of Islamic principles and their efficacy.
Research limitations/implications
Books and articles included in this review do not present wholesome picture. Although random selection from various authors and journals neutralizes the limitation to some extent, a more comprehensive review may improve the findings.
Originality/value
Religion has proven to be a driving force in the display of human commitment and devotion in various forms of competitions including war. Identification of the role of religion in business can open new vistas in HRM. The glimpses of the role of Islam in business, especially HRM, included in this review can have far reaching impact.
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Muhammad Habib Rana and Muhammad Shaukat Malik
The purpose of this paper is to establish the impact of human resource (HR) practices on organizational performance and moderating effect of Islamic principles on the impact in…
Abstract
Purpose
The purpose of this paper is to establish the impact of human resource (HR) practices on organizational performance and moderating effect of Islamic principles on the impact in Pakistani business organizations. It aims at finding efficacy of HR practices as well as the role of Islamic teachings in business.
Design/methodology/approach
Five broad categories of HR practices: selection, training, compensation, performance appraisal and employee participation, have been taken as independent variables and their impact has been assessed on organizational performance: dependent variable, keeping the application of the Islamic principles as moderating variable. Data were collected from employees of mobile telecommunication service providers operating in Pakistan through a questionnaire based on a 5-point Likert scale and then analyzed in SPSS.
Findings
HR practices, including selection, training, compensation, performance appraisal and employee participation, have been found to be significantly and positively related to organizational performance. Moderation by the application of Islamic principles was observed to be positive. Its magnitude generally displayed decreasing trend with an increase in level of application.
Research limitations/implications
Measurement of Islamic work ethics and organizational performance has been unidirectional, gauged only on the basis of employees’ judgment. Inclusion of organizational and market data in future studies will add to the value of the outcome. Understudy business organizations grudgingly provided required information, in spite of personal connections and liaison, because of their organizational policies, commitments and limited concern with the research. Lists of employees were not shared with the researchers, which left only the option of convenient sampling. More reliable sampling techniques are recommended for future research on the subject. Moreover, the sampling frame was limited to the province of Punjab because of shortage of resources. Future research on the subject is suggested to have a broader base, including organizations interested to participate in the exercise of research.
Practical implications
Outcome of the study will provide useful guidelines to the business organizations by clarifying whether business is a religion-neutral affair or not. It is also expected to provide a line of thought for self-assessment and improvement. The concept of maximization of profit for a business organization can be evolved to a win–win arrangement by the maximization of benefit for all stakeholders. This is a logical and certain outcome once a business organization takes care of its employees, society, environment and, definitely, its shareholders.
Originality/value
A few studies exist on human resource management in Islamic as well as Pakistani context; however, the role of the religion and its contribution toward organizational performance has not been amply crystallized. This is just an endeavor in hitherto less frequented direction.
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Significance of Knowledge The functional name of the Holy Quran is ‘huda’, the guiding light. It focuses divine light on each and every object separating thereby the right from…
Abstract
Significance of Knowledge The functional name of the Holy Quran is ‘huda’, the guiding light. It focuses divine light on each and every object separating thereby the right from the wrong' (al‐furqan). As this is accomplished by dint of knowledge (al‐ 'ilm). All these three guiding elements namely huda, furqan and ilm, are lined‐up by Allah, the Lord Providence (Rabb‐ulalamin), for earthly welfare (hasanah) and other‐worldly salvation (falah) of human beings. In Quranic context, knowledge, therefore, carries a great significance.
Deepthi Bendi, Muhammad Qasim Rana, Mohammed Arif, Jack Steven Goulding and Amit Kant Kaushik
This paper presents a bespoke model for understanding off-site construction (OSC) readiness among Indian construction organisations. This model presents 17 variables for…
Abstract
Purpose
This paper presents a bespoke model for understanding off-site construction (OSC) readiness among Indian construction organisations. This model presents 17 variables for discussion, the results from which help support OSC strategic decision-making.
Design/methodology/approach
Factor analysis was used to investigate the relationship between variables to group them into factors. After identifying 26 different variables, these were reduced to 17 using factor analysis and categorised into four groups. Descriptive statistical analysis and factor analysis using SPSS was used to develop a hierarchy of factors that affect OSC readiness in India. These findings were reinforced by five domain experts to support the results.
Findings
Minimising on-site duration, ensuring cost and time certainty and transportation issues were identified as the three most important factors, whereas lack of guidance and scepticism were among the lowest factors affecting the Indian OSC sector.
Research limitations/implications
This research is specifically focused on OSC within the Indian construction sector. As such, data collection, propagation and analysis should be constrained to the population context regarding inference, generalisability and repeatability.
Practical implications
The proffered OSC readiness model offers OSC practitioners an ability to assess the OSC readiness of construction organisations in India. This includes the evaluation and benchmarking of processes in both strategic and operational phases, including highlighting areas of concern and scope for further development (to achieve optimal advantage of OSC methods).
Originality/value
Originality rests with the use of factor analysis and descriptive statistical analysis to study the influence of different construction-related factors and variables on the OSC sector in India. This impact readiness model is context-specific to the Indian OSC sector – providing a unique insight into the causal factors and dependencies that can affect the adoption and uptake of modern methods of construction in India.
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Tijjani Muhammad and Fahd Al-Shaghdari
This study aims to address educational setbacks and public spending using Islamic social finance tools such as waqf (Islamic endowment) and zakat (alms) to accelerate the…
Abstract
Purpose
This study aims to address educational setbacks and public spending using Islamic social finance tools such as waqf (Islamic endowment) and zakat (alms) to accelerate the educational sector from an underprivileged situation to prosperity in Northern Nigeria.
Design/methodology/approach
This study follows quantitative research techniques to achieve its objectives. The data for this research were compiled through a survey of 302 respondents following a convenience sampling approach using covariance-based structural equation modeling and Statistical Package for the Social Sciences software to analyze the data.
Findings
The study shows that waqf and zakat are found to be positively related to enhance the education sector through direct and mediating variables.
Practical implications
The result of this study proposed an integrated model of waqf-zakat microfinance as a sustainable source of funding for accelerating and promoting the educational system in Northern Nigeria.
Originality/value
Zakat and waqf in Northern Nigeria were only given to needy individuals; no standard organization or model was developed based on waqf and zakat for the society. This study investigates the efficiency of waqf and zakat and proposes a model for developing a sustainable educational sector and public spending in Northern Nigeria.
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Mastura Ab. Wahab and Tajul Ariffin Masron
Throughout the extant studies on Islamic work values, many variations in the concept of Islamic work values were found. This has created some confusions and misunderstandings on…
Abstract
Purpose
Throughout the extant studies on Islamic work values, many variations in the concept of Islamic work values were found. This has created some confusions and misunderstandings on what is the core of Islamic work values that is highly emphasized by Islam. The unanimity of Islamic work values is fundamental to Islamic organizations, and businesses in particular, as it indicates ethical, effectiveness and religious reputations of the organizations. This paper aims to identify the core Islamic work values based on Islamic legal texts (the Qur‘an and the Hadith as the two main Islamic sources), the writings of Islamic scholars and then to have experts verify whether or not the identified work values are core Islamic work values.
Design/methodology/approach
The paper used a qualitative approach where Islamic legal texts (the Qur’an and the Hadith) as well as the writing of Islamic scholars were used as a main reference to identify the core Islamic work values. These identified core Islamic work values were later verified by the muftīs. The verification assessment involved six muftīs from Malaysia.
Findings
The final result revealed that 14 core Islamic work values have been verified by the muftīs. These 14 considered core Islamic work values are essential work values of Islam which are important to achieve effective work performance.
Research limitations/implications
The findings presented are useful for managers and employees in Islamic organizations to decide on what Islamic work values that should be given more precedence and to be practised in their organizations.
Originality/value
This is a novel study that combines two approaches, the Islamic legal texts and muftīs verification regarding the work values obtained that can be accepted as the core Islamic work values. Therefore, these findings can be a guide for many future studies in the area of Islamic work values.