Terje Slåtten, Göran Svensson and Sander Sværi
The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative…
Abstract
Purpose
The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs.
Design/methodology/approach
A model of causal relationships is presented, along with formulated hypotheses. The data were collected with a survey answered by frontline service employees in hotels.
Findings
The findings indicate a strong relationship between frontline cognitive creativity production of novel ideas and the behavioural implementation of these ideas into their respective work role. Moreover, the empirical findings indicate that both empowering leadership and a humorous work climate are able to trigger frontline service employees' creativity. In addition service employees' creativity appears to be a mediating variable in the relationship between empowering leadership, a humorous work climate, and the service employees' innovative behaviour.
Research limitations/implications
This study limits its focus on two factors: the stimulation of service employees' creativity and innovative behaviour in frontline service jobs, both of which offer opportunities for further research.
Practical implications
This study has indicated that both leadership practice and work climate play important roles in explaining service employees' creativity and innovative behaviour. In particular, managers should be aware of their empowering practices, as well focusing on the degree of a humorous work climate. An important practical managerial implication from the findings is to take humour into account and consequently to develop and implement strategies followed by necessary actions to manage humour in an appropriate manner in service organizations.
Originality/value
The reported study contributes to enhancing the knowledge of the roles of empowering leadership and a humorous work climate for service employees' creativity and innovative behaviour in frontline service jobs.
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Terje Slåtten, Göran Svensson and Sander Sværi
The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and…
Abstract
Purpose
The objective of this paper is to test a selection of hypothesized relationships between: employees' perceived service quality; employees' turnover intentions; role clarity; and empowerment and coaching.
Design/methodology/approach
Drawing from theory, this paper develops a set of hypothesized relationships. The data collection is based on a survey with a sample of 1,076 frontline employees in service organizations.
Findings
There are indications that employees' perceived service quality has a direct negative effect on employees' turnover intentions. The effect of empowerment, coaching, and role clarity on turnover intention appears to be mediated through employees' perceived service quality.
Research limitations/implications
This study is limited to a selection of variables related to employees' turnover intentions. Future research may focus on testing other variables that may be related to employees' turnover intentions.
Practical implications
This study stresses the importance for managers in service organizations to measure employees' perceived service quality. The results show that there are both direct and indirect relationships to employees' turnover intentions. The conclusion is that employees' perceived service quality is an important consideration with respect to employee‐turnover management.
Originality/value
This study has developed and tested a set of hypothesized relationships in the field of service management.
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Terje Slåtten, Mehmet Mehmetoglu, Göran Svensson and Sander Sværi
This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between…
Abstract
Purpose
This study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between: three atmospheric constructs (ambience, interaction, and design); the construct of joy; and the construct of customer loyalty.
Design/methodology/approach
The research data are based on a study of customers visiting a Norwegian winter park, in which 162 visitors participated in the survey. Confirmatory factor analysis and structural equation modeling were used to test the measurements and structural properties between atmospheric experiences, joy, and loyalty to winter parks.
Findings
The findings reveal that two out of the three constructs of atmospheric experiences are linked to customers' feelings of joy, namely, design and interaction. The atmospheric construct of design had the strongest impact on customers' emotions. Furthermore, the study finds that customers' feelings of joy are highly related to the construct of customer loyalty.
Research limitations/implications
The study limits its focus to one type of hedonic service, namely customers visiting a winter park. Although the results from the study offer implications for other winter parks, there is a need for further research in other hedonic services to verify their validity, reliability, and generality.
Practical implications
The study emphasizes how important it is that managers of hedonic services consider the significance of the atmospheric construct of design in such a way that it contributes positively to customers' experiences of the service setting. In particular, managers should focus on design in relation to customers' experiences in order to evoke feelings of joy.
Originality/value
The study establishes the need to manage customers' atmospheric experiences in winter parks. It also links atmospheric constructs to customers' emotions.
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Daniel J. Petzer, Christine F. De Meyer, Sander Svari and Göran Svensson
The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.
Abstract
Purpose
The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital.
Design/methodology/approach
A descriptive, convenience sampling survey method was used to collect data in South Africa consisting of a sample of 294 respondents at an airport and 288 respondents in a hospital. Data analysis included an exploratory factor analysis, and the results reported in this paper are based on the critical incident technique.
Findings
The findings indicate both similarities and differences in service receivers' negative emotions between the two service settings. Furthermore, the results were found to be valid and reliable.
Research limitations/implications
The results obtained pertaining to the negative emotions that service receivers experience in two service settings in South Africa may provide the foundation for further research and replication in other countries. Furthermore, the results can aid in refining and extending service providers' efforts of managing critical incidents in different service settings in airline and hospital service settings.
Practical implications
Three main aspects of negative incidences in service encounters should be considered in strategies to manage critical incidents, namely those that are caused by: the service receiver; the service provider; or the service encounter context.
Originality/value
This study complements and reinforces existing theory pertaining to the negative emotions service receivers' experience in negative service encounters.
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Christine F. De Meyer, Daniel J. Petzer, Sander Svari and Göran Svensson
The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences…
Abstract
Purpose
The purpose of this paper is to describe and test a construct of perceived justice from an airline and hospital industry perspective. Furthermore, the similarities and differences of perceived justice in negative service encounters within the airline and hospital setting, and the validity of the constructs in the two different contexts is investigated.
Design/methodology/approach
This paper reports on the results obtained from a South African survey on respondents who experienced a negative service incident in the last year in the airline and hospital industries. The two service settings being used purposely to reveal possible differences in the constructs in settings where life and health are at risk compared to a more hedonistic service. Comparative and confirmatory testing of perceived justice during service encounters in a hospital and airline setting was performed.
Findings
Three dimensions of the perceived justice construct tested in the airline and hospital service encounters presented a satisfactory fit and were found to be valid and reliable. The three dimensions are distributive, interactional and procedural justice.
Research limitations/implications
The main research limitations of this paper include that the construct has only been tested on a sample consisting of specific customer‐firm service encounters in airlines and hospitals in South Africa, which may indicate less applicability in other contexts. Yet, the empirical findings provide a basis for future research to refine and extend corporate endeavors in managing negative incidents in both the health care and tourism industries.
Practical implications
The findings indicate that the notion of perceived justice is the same regardless of service industry. However, the average perception of justice is lower within hospital than in the airline industry. The similarities within these two industries imply that cross‐industry strategies can be developed to understand and manage the perceived justice in negative service encounters based on three justice dimensions.
Originality/value
The paper adds value by complementing and fortifying current theory and research on the justice construct from a service encounter and complaint handling perspective. By comparing the justice hospital and airline industries, this paper contributes to and complements the overall field of study by identifying similarities and the applicability of the justice concept across service industries.
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Aungkhana Atitumpong and Yuosre F. Badir
This study aims to examine the effects of leader–member exchange (LMX) and employee learning orientation on employee innovative work behavior (IWB) through creative self-efficacy.
Abstract
Purpose
This study aims to examine the effects of leader–member exchange (LMX) and employee learning orientation on employee innovative work behavior (IWB) through creative self-efficacy.
Design/methodology/approach
Data have been collected from 337 employees and 137 direct managers from manufacturing sector. A hierarchical linear model has been used to test the hypotheses.
Findings
Results showed that LMX and employee learning orientation are positively related to employees’ IWB, and these relationships are mediated by creative self-efficacy.
Originality/value
This study expands previous results by empirically testing how LMX and employee learning orientation influence employees’ IWB through creative self-efficacy.
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Barbara Rebecca Mutonyi, Terje Slåtten and Gudbrand Lien
This study clarifies the factors that foster individual innovative behaviour in the public sector by examining the effects and roles of empowering leadership, work group…
Abstract
Purpose
This study clarifies the factors that foster individual innovative behaviour in the public sector by examining the effects and roles of empowering leadership, work group cohesiveness and individual learning orientation. This study also explores the direct effect of empowering leadership on work group cohesiveness and individual learning orientation, the influence of work group cohesiveness on individual learning orientation and the mediating roles of work group cohesiveness and individual learning orientation.
Design/methodology/approach
Data were collected from an online survey of respondents working in a public sector organization. Partial least squares structural equation modelling and mediation analysis by the bootstrap method were used for the data analysis.
Findings
Empowering leadership and individual learning orientation had significant direct effects on individual innovative behaviour. Both empowering leadership and work group cohesiveness have significant direct effects on individual learning orientation. Empowering leadership was positively related to work group cohesiveness. The mediation analysis revealed that individual learning orientation mediates the relationships between empowering leadership and individual innovative behaviour and between work group cohesiveness and individual innovative behaviour.
Research limitations/implications
The study focuses on three factors that foster individual innovative behaviour in a public sector organization.
Originality/value
This study offers new insights into the factors that foster individual innovative behaviour in the public sector. The findings reveal the importance of using a balanced leadership style and encourage learning in the workplace for individual innovativeness by public leaders.
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Yingying Yu, Wencheng Su, Zhangping Lu, Guifeng Liu and Wenjing Ni
Spatial olfactory design in the library appears to be a practical approach to enhance the coordination between architectural spaces and user behaviors, shape immersive activity…
Abstract
Purpose
Spatial olfactory design in the library appears to be a practical approach to enhance the coordination between architectural spaces and user behaviors, shape immersive activity experiences and shape immersive activity experiences. Therefore, this study aims to explore the association between the olfactory elements of library space and users’ olfactory perception, providing a foundation for the practical design of olfactory space in libraries.
Design/methodology/approach
Using the olfactory perception semantic differential experiment method, this study collected feedback on the emotional experience of olfactory stimuli from 56 participants in an academic library. From the perspective of environmental psychology, the dimensions of pleasure, control and arousal of users’ olfactory perception in the academic library environment were semantically and emotionally described. In addition, the impact of fatigue state on users’ olfactory perception was analyzed through statistical methods to explore the impact path of individual physical differences on olfactory perception.
Findings
It was found that users’ olfactory perception in the academic library environment is likely semantically described from the dimensions of pleasure, arousal and control. These dimensions mutually influence users’ satisfaction with olfactory elements. Moreover, there is a close correlation between pleasure and satisfaction. In addition, fatigue states may impact users’ olfactory perception. Furthermore, users in a high-fatigue state may be more sensitive to the arousal of olfactory perception.
Originality/value
This article is an empirical exploration of users’ perception of the environmental odors in libraries. The experimental results of this paper may have practical implications for the construction of olfactory space in academic libraries.
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Abderrahman Hassi, Sylvia Rohlfer and Simon Jebsen
The purpose of this paper was to explore the role of empowering leadership, organizational climate for initiative and job autonomy in spurring innovative work behavior (IWB).
Abstract
Purpose
The purpose of this paper was to explore the role of empowering leadership, organizational climate for initiative and job autonomy in spurring innovative work behavior (IWB).
Design/methodology/approach
This study resorted to the structural equation modeling technique along the Bayesian estimation approach to analyze the mediating role of the organizational climate for initiative and job autonomy in the empowering leadership-IWB link in data gathered from CEOs, middle managers and non-managerial employees of 444 small and medium enterprises in Morocco.
Findings
The findings revealed that empowering leadership is a prerequisite of IWB as subordinates, who are empowered by their leaders, demonstrate IWB. Further, organizational climate for initiative and job autonomy mediate the empowering leadership-IWB link.
Practical implications
This research has demonstrated that firms and organizational leaders who seek to make their middle managers innovative in their job should adopt empowering leadership practices, build an organizational climate that is favorable for initiative-taking and grant middle managers with autonomy in the way they carry out their tasks.
Originality/value
This paper extends our understanding on the mechanisms linking empowering leadership and IWB by testing the mediating effects of organizational climate for initiative and job autonomy.
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Ghulam Jan, Siti Rohaida Mohamed Zainal and Lata Lata
The purpose of this paper is to explore the influence of an emerging and idealized leadership style in hospitality research such as servant leadership on employees’ innovative…
Abstract
Purpose
The purpose of this paper is to explore the influence of an emerging and idealized leadership style in hospitality research such as servant leadership on employees’ innovative work behavior (IWB) via creative self-efficacy. This study also aims to investigate the moderating role of knowledge sharing between creative self-efficacy and IWB.
Design/methodology/approach
Data were collected from employees working in four- and five-star hotels in Pakistan. Partial least square-structural equation modeling via Smart PLS was used for data analysis.
Findings
Findings of the study reported the significant mediating effect of creative self-efficacy beliefs between servant leadership and IWB. Furthermore, the relationship between creative self-efficacy and IWB was strengthened to the extent that knowledge sharing among employees in the hotel firms was high.
Practical implications
Practitioners looking to enhance creative self-efficacy and IWB can do so by developing the servant leadership qualities of managers.
Originality/value
This paper contributes to the literature by showing creative self-efficacy as a crucial mediating mechanism through which servant leadership enhances employees’ IWB in the hospitality industry. Moreover, the findings add understanding in the body of knowledge that knowledge sharing among members in hospitality firms play boundary condition in the creative self-efficacy-IWB linkage.