Su Jin Han, Woo Gon Kim and Sora Kang
This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying…
Abstract
Purpose
This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying affective event theory.
Design/methodology/approach
The multi-level research approach incorporates three different levels of analysis: employees’ job satisfaction and service performance; manager’s EI and support; and) restaurant unit level service under pressure. Data were collected from wait staff employed in full-service restaurants in the southeastern region of the USA. This research uses the hierarchical linear model to process the survey data.
Findings
The findings indicate that manager EI and support have a significant impact on employees’ job satisfaction, and further leads to high levels of service performance. The moderating effect of service under pressure between leader’s EI and employees’ job satisfaction is not statistically significant.
Practical implications
Results suggest practical management implications to restaurant managers and frontline service employees. This study’s research findings imply management training and development programs should help managers regulate their own and better understand service employees’ emotions. Findings further highlight the important role manager support has upon employee’s job satisfaction and frontline service performance.
Originality/value
The present study offers a comprehensive perspective to better understand the variation of employees’ job satisfaction that arises from three different sources: between individuals, between teams and between restaurants. The findings also provide new insight into EI scale development.
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Meehee Cho, Mark A. Bonn, Su Jin Han and Sora Kang
The purpose of this study is to better understand the effects of independent restaurant partnerships upon product innovation associated with performance by investigating…
Abstract
Purpose
The purpose of this study is to better understand the effects of independent restaurant partnerships upon product innovation associated with performance by investigating differences in business situations between startup and established independent restaurant sectors.
Design/methodology/approach
Partnership strength and diversity were assessed to identify their influence on restaurant product innovation and performance using a structural equation model to test the study’s hypotheses. A multi-group analysis was used to examine the moderating roles of business life cycle on the relationships between partnership strength and diversity and product innovation.
Findings
Results found that product innovation implementation requires strong and diverse partnerships with suppliers to improve independent restaurant performance. Diverse partnerships have a more positive effect upon product innovation than do strong partnerships. The positive effect partnership strength with suppliers had upon product innovation was significantly greater for startup restaurants, while its positive effect of diversity was greater for established restaurants.
Practical implications
Findings can be used to establish effective strategic partnerships with independent restaurant suppliers and to manage them more effectively in consideration of their business characteristics being startup or established operations.
Originality/value
This study was an initial attempt to empirically prove significant roles of partnership strength and diversity applied to the context of independent restaurant product innovation. Findings regarding different effects of partnership strength and diversity contributed to the existing body of knowledge about strategic partnerships with suppliers.
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Meehee Cho, Mark A. Bonn, Su Jin Han and Kyung Hee Lee
This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and…
Abstract
Purpose
This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees.
Design/methodology/approach
Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance.
Findings
Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies.
Practical implications
Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions.
Originality/value
The current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.
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Won-Moo Hur, Tae-Won Moon and Su-Jin Han
The purpose of this paper is to investigate how chronological age and work experience affect emotional labor strategies (i.e. deep acting and surface acting) through emotional…
Abstract
Purpose
The purpose of this paper is to investigate how chronological age and work experience affect emotional labor strategies (i.e. deep acting and surface acting) through emotional intelligence (EI).
Design/methodology/approach
Structural equation modeling analysis provided support for the hypotheses based on a sample of 256 flight attendants working for four South Korean airlines.
Findings
The results showed that chronological age has a positive effect on both surface and deep acting. The study also found that work experience has a negative influence on surface acting, whereas it has a non-significant effect on deep acting. In addition, the investigation suggests that EI mediates the relationship between work experience and deep acting.
Originality/value
The current study will add to the growing body of research on emotional labor by examining the effect of chronological age and work experience on emotional labor strategies through EI.
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Won-Moo Hur, Su-Jin Han, Jeong-Ju Yoo and Tae Won Moon
The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction…
Abstract
Purpose
The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance).
Design/methodology/approach
Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees.
Findings
The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationship between deep acting and job performance.
Originality/value
The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the norm of reciprocity between an organization and its members.
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Won-Moo Hur, Tae Won Moon and Su-Jin Han
The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their…
Abstract
Purpose
The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees.
Design/methodology/approach
Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling.
Findings
The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, results in feelings of emotional exhaustion, which are negatively related to their customer orientation. That is, the findings of this study shows that the negative relationship between customer incivility and service employees’ customer orientation was fully and sequentially mediated by service employees’ surface acting and emotional exhaustion.
Research limitations/implications
The main limitation is the nature of the cross-sectional data the authors used in the analysis. It gives us reason to be very cautious in reaching conclusions concerning causal relationships among variables, since the authors did not capture longitudinal variation.
Practical implications
The research shows that customer incivility has a negative effect on service employees’ customer-oriented behaviors since experiences of customer incivility among emotionally exhausted employees via surface acting generates inadequate and unfair sense-making related to the treatment offered by customers, which increases the tendency of decreasing their effort and loyalty for customers to prevent further loss of emotional resources. Therefore, service organizations should devise appropriate strategies and implement systematic programs for reducing employee exposure to customer incivility, or preventing it altogether.
Originality/value
The current study broadens the conceptual work and empirical studies in customer incivility literature by representing a fundamental mechanism of why customer incivility negatively affects service employees’ customer orientation. The primary contribution of the study is to gain a deeper understanding of how customer incivility leads to lower employee customer-oriented behaviors through double mediating effects of surface acting and emotional exhaustion.
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Min-Sun Jeon, Su-Jin Park, Hye-Ja Jang, Young-Sim Choi and Wan-soo Hong
The purpose of this paper is to examine the sanitation knowledge and practice of staff who work in restaurant kitchens and to suggest sanitation management plans and efficient…
Abstract
Purpose
The purpose of this paper is to examine the sanitation knowledge and practice of staff who work in restaurant kitchens and to suggest sanitation management plans and efficient ways to enhance sanitation knowledge and practice in the restaurant industry.
Design/methodology/approach
The survey research was conducted using a questionnaire composed of 73 questions in three areas of general information, sanitation knowledge, and sanitation practices. The respondents were selected from among kitchen staff working in restaurants that were both at least 198 m2 in size and listed in the Korean Foodservice Information database. The collected data were analyzed to identify the differences between sanitation knowledge and practices.
Findings
The results showed that the respondents were well aware of the importance of sanitation during food preparation and cooking whereas they had a relatively lack of personal hygiene. Age and education level of kitchen staff correlated with sanitation knowledge and practices, and kitchen staff working less than 12 hours per shift scored significantly higher in terms of sanitation knowledge than those who worked more hours per shift. Also, kitchen staff working in restaurant franchises showed higher levels of both knowledge and practice than those working in independent restaurants.
Research limitations/implications
A more diversified sanitation-training program should be developed on the basis of the characteristics of kitchen staff members and restaurant characteristics. As kitchen staff members themselves have identified change in perspectives on sanitation as the most important factor for improving practice levels, the training should not only transmit information but should be developed into a training method.
Originality/value
This research provides suggestions for how restaurant kitchens in South Korea can make progress in a situation where sanitation implementation is limited to the transfer of knowledge.
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Jin Su, Md Arif Iqbal, Farhan Haque and Maeen Md Khairul Akter
This study aims to understand Bangladeshi young consumers’ perceptions of sustainable apparel. Specifically, through the lens of the theory of reasoned action (TRA), this study…
Abstract
Purpose
This study aims to understand Bangladeshi young consumers’ perceptions of sustainable apparel. Specifically, through the lens of the theory of reasoned action (TRA), this study investigates the impacts of man–nature orientation (MNO) and social influences on Bangladeshi young consumers’ intention to purchase sustainable apparel.
Design/methodology/approach
Empirical survey-based research was conducted, and data were collected from 387 Bangladeshi college students.
Findings
The findings of the study show that MNO significantly influences Bangladeshi young consumers’ attitudes toward purchasing sustainable apparel, which, together with social influences, impacts young Bangladeshi consumers’ intention of making efforts to purchase sustainable apparel.
Originality/value
This study incorporates the specific cultural value – MNO with the traditional TRA model to understand young Bangladeshi consumers’ sustainable apparel purchase intention. The results of this study demonstrate the applicability of the TRA framework in understanding young consumers’ sustainable apparel consumer behavior in the context of Bangladesh, which is a developing country with a collectivistic culture. This study provides insights into how apparel brands and retailers should design their sustainability strategies in developing countries such as Bangladesh.
Details
Keywords
A former prime minister was also pardoned, while an ex-lawmaker convicted of plotting a pro-Pyongyang rebellion was paroled.
Details
DOI: 10.1108/OXAN-DB266406
ISSN: 2633-304X
Keywords
Geographic
Topical
This study aims to examine the impact of retailers’ bankruptcy filings on consumers’ perception of risk, perceived quality, consumer trust and purchase intentions, as well as the…
Abstract
Purpose
This study aims to examine the impact of retailers’ bankruptcy filings on consumers’ perception of risk, perceived quality, consumer trust and purchase intentions, as well as the moderating effect of brand reputation and brand price level on the impact of retailers’ bankruptcy filings.
Design/methodology/approach
This experiment used a 2 × 2 × 2 fractional factorial design. Of the 180 questionnaires collected through the Qualtrics survey platform, 165 responses were considered valid and used in the study.
Findings
The results of this study showed that bankruptcy filing can decrease consumers’ intent to purchase from the company. The results also revealed a significant positive relationship between brand reputation, trust and purchase intention.
Originality/value
To the best of the authors’ knowledge, this study is the first empirical investigation of the negative implications of corporate bankruptcy on consumer behavior in the retail sector. Therefore, this study can contribute to a better understanding of how bankruptcy filings by apparel retailers may affect consumer perception and purchase behavior.