Shoaib Shafique, Amer Rajput, Usman Javed and Hayam Alnakhli
In hypercompetitive markets, retail brands should fuel their sales employees’ to responsively serve customers. In connection, the study aims to unpack the direct and indirect, via…
Abstract
Purpose
In hypercompetitive markets, retail brands should fuel their sales employees’ to responsively serve customers. In connection, the study aims to unpack the direct and indirect, via psychological flourishing, the role of inclusive leadership in paving the path for retail salesperson adaptive selling behaviour. Additionally, the study also empirically investigates the moderating role of work centrality to offer critical insights for effective managerial interventions.
Design/methodology/approach
Drawing upon conservation of resource theory to test the nexuses of the model, time-lagged survey data were collected from 313 retail salespersons from the leading retail brands. Data were analyzed using the bootstrapping method.
Findings
Results revealed the direct positive association between inclusive leadership and adaptive selling behaviour and indirect association via psychological flourishing. Furthermore, the direct association between inclusive leadership and adaptive selling becomes more pronounced for employees high on work centrality.
Practical implications
Findings can help retail brands to enhance adaptive selling behaviour, which enables them to provide efficient solutions and gain sustainable competitive advantage.
Originality/value
The study offers several important contributions to the sales literature by establishing the direct and indirect link between inclusive leadership and adaptive selling via psychological flourishing. Moreover, the result of the interaction effect highlights the critical aspects of work centrality in the retail sales context.
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Sundas Pervaiz, Usman Javed, Amir Rajput, Shoaib Shafique and Rabia Tasneem
Drawing upon the stimulus-organism-response model, this study aims to explore the impact of soft aspects of service quality on revisit intention through the mechanism of perceived…
Abstract
Purpose
Drawing upon the stimulus-organism-response model, this study aims to explore the impact of soft aspects of service quality on revisit intention through the mechanism of perceived empathy.
Design/methodology/approach
For the examination of the hypothesized relationships, the study adopts structural equation modelling to analyse the data of 562 respondents (i.e. 281 family members and 281 inpatients).
Findings
The empirical results suggest that service quality increased family member empathy perception, which, in turn, improved inpatients’ revisit intentions.
Originality/value
Past studies have focused on the roles of overall service quality. The authors have extended the literature by examining the specific but important aspect of service quality and its effects on emotional response. Importantly, the study explains that the affective reactions of a patient’s family, fastened with perceived empathy, have a central role in influencing the patients’ subsequent reactions. Moreover, the prior studies collected the data either from hospital employees or patients. However, in the present study, the authors used a unique sample (family members as well as patients) to have a deeper understanding. Thus, the study enhances the literature on the stimuli-response (i.e. service quality – revisit intentions) relationship in the context of service marketing in general and health care in specific. Important academic and managerial contributions and recommendations for future research are discussed.
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Mariam Arif Karrani, Shaker Bani-Melhem, Faridahwati Mohd-Shamsudin, Muhammad Usman and Erhan Boğan
This study aims to utilize Relational Job Design (RJD) theory and Conservation of Resources (COR) theory to explore the impact of RJD, particularly its key components – job impact…
Abstract
Purpose
This study aims to utilize Relational Job Design (RJD) theory and Conservation of Resources (COR) theory to explore the impact of RJD, particularly its key components – job impact (JI) and job contact (JC) – on employees’ quiet quitting (QQ) behavior. It also investigates the role of work alienation (WA) as a mediator and examines whether inclusive leadership (IL) has a moderating effect on these proposed relationships.
Design/methodology/approach
This paper used paired dyadic surveys to gather data from 166 full-time employees and their immediate supervisors used in service organisations across the United Arab Emirates (UAE). The study’s moderated mediation model was tested using hierarchical regression and the PROCESS Macro in statistical package for the social sciences (SPSS) v.26.
Findings
The results empirically support our hypotheses: RJD (JI and JC) significantly reduces employees’ feelings of WA, thereby decreasing the likelihood of engaging in QQ behaviours. As expected, the study also revealed that IL acts as a moderator by amplifying the detrimental effects of RJD (JI and JC) on feelings of alienation from one’s work, which in turn decreases the likelihood of engaging in QQ behaviour.
Research limitations/implications
This study fills a gap in understanding how relational work design and IL jointly influence unfavourable workplace attitudes and behaviours. It offers a foundation for future studies on QQ in diverse cultural and organisational contexts.
Practical implications
This study provides practical insights for organisations aiming to tackle employee quitting behaviours. Human resource (HR) professionals and leaders should focus on enhancing both JC and JI, while actively fostering IL. These actions are critical for significantly boosting employee engagement, fostering a more motivated and connected workforce and reduce QQ behaviours in the workplace.
Social implications
Although the data in this study were collected from an organisation with multiple branches across the country, the findings may still have limited generalisability to other organisations or industries. While this paper acknowledges this as a limitation, it also presents an opportunity for future research to explore QQ across diverse cultural and organisational contexts. Larger and more varied samples in future studies could provide deeper insights into the prevalence and drivers of QQ in different workplace environments.
Originality/value
This study explores the under-researched phenomenon of QQ, revealing how RJD can mitigate these behaviours. It uncovers new psychological mechanisms, offering actionable insights for management strategies to enhance employee commitment and reduce negative behaviours.
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Zhenyu Shan, Anwar ul Haq, Usman Javed Butt, Farooq Habib, Arshad Jamal and Murtaza Farooq Khan
This study aims to identify blockchain-related innovation trends that can improve trust networks in a smart city's transport and supply chain networks. Trust networks are crucial…
Abstract
This study aims to identify blockchain-related innovation trends that can improve trust networks in a smart city's transport and supply chain networks. Trust networks are crucial in building and maintaining the trust of citizens in smart cities. By promoting transparency and accountability, facilitating collaboration and innovation, enhancing citizen participation and protecting privacy and security, trust networks can help to ensure that smart cities are developed and implemented in a responsible and sustainable way. A systematic literature review identifies 60 conceptual and empirical studies. This research focuses on the current problems and developing procurement and supply chain strategy and the potential benefits of using blockchain in these areas. It suggests ways for the smart city's transport and supply chain networks to utilise blockchain to improve operations and supply chain strategy and identifies innovation trends related to blockchain. The study also includes a systematic literature review and Blockchain Transformation and Influence model as the basis to enhance trust networks in the supply chain.
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Muhammad Usman, Omaima Alqassimi, Asmaa Mohamed Ahmed Nusairi, Osman Abul and Syed Ali Hussain
This study aims to investigate the potential positive correlation between inclusive leadership and hotel frontline employees’ (FLEs) customer stewardship (CS) behavior, using the…
Abstract
Purpose
This study aims to investigate the potential positive correlation between inclusive leadership and hotel frontline employees’ (FLEs) customer stewardship (CS) behavior, using the conservation of resource theory as its foundation. It hypothesizes that role breadth self-efficacy (RBSE) acts as a mediating factor in this relationship, with employee conscientiousness serving as a significant moderating variable.
Design/methodology/approach
A time-lagged survey design was used, spanning over three rounds to collect data from 348 hotel FLEs and 42 managers. The analysis was conducted using structural equation modeling in Mplus version 8.6.
Findings
The study revealed a positive association between inclusive leadership and FLE CS, both directly and indirectly through RBSE. The results also showed that FLE conscientiousness moderated the direct link between inclusive leadership and RBSE, as well as the indirect link between inclusive leadership and FLE CS.
Practical implications
The evidence suggests that inclusive leadership behaviors among hospitality managers may elevate FLE CS behaviors, implying significant benefits for the success of hospitality organizations. Managers should focus on enhancing FLEs’ RBSE to further improve CS behaviors. In addition, by considering FLE conscientiousness, managers can craft targeted strategies to maximize the impact of inclusive leadership on CS behaviors.
Originality/value
This research contributes to the limited body of knowledge on the precursors of CS behavior by explaining both direct and indirect connections with inclusive leadership. Furthermore, it broadens the understanding of the conditions under which leadership most effectively shapes such behaviors.
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Chunhui Huo, Muhammad Arslan Safdar and Misbah Ahmed
The increased interest of the industrial sector in sustainable concepts and leadership has lagged behind conceptual advancement. Leaders are increasingly being pushed to encourage…
Abstract
Purpose
The increased interest of the industrial sector in sustainable concepts and leadership has lagged behind conceptual advancement. Leaders are increasingly being pushed to encourage sustainable performance. In order to examine the relationship between responsible leadership and sustainable performance, this research creates a model based on the logic of RL performance, with the concurrent mediation of epistemic motivation and moderating role of sustainable climate.
Design/methodology/approach
The current research analyzed a sample of 520 respondents from employees recruited from public sector organizations in Pakistan who were full-time employees in Punjab province in three waves with an interval of two weeks in each wave. To collect data, the scales are adapted from past studies that were relevant to this study. The data received from the survey questionnaire are analyzed using SEM.
Findings
The study's findings demonstrate a significant as well as positive association between RL and SP with β = 0.298 and p < 0.001. Further, a significant mediating impact of epistemic motivation on the relationship between RL and sustainable performance with β = 0.238 and p < 0.001 is also evident. Epistemic motivation is an important mediator because transparency in knowledge held massive importance to get sustainable outcomes and is predominant factor to exert his/her efforts.
Practical implications
The research shows some theoretical and practical implications. To achieve the aims of sustainable development, organizations should first encourage responsible leadership behaviors. By establishing a shared vision and goals, top management can encourage responsible leadership techniques within their jurisdiction. In order to encourage responsible leadership behaviors, organizations should seek to create capacity at both organizational and social levels. It will change employee attitudes and provide the knowledge needed to achieve sustainable development objectives.
Originality/value
This is one of the initial studies to examine the relationship between responsible leadership and sustainable performance. Further, the concept of social exchange theory is used to understand sustainable performance from a comprehensive standpoint.
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Muhammad Aamir Shafique Khan, Du Jianguo, Shuai Jin, Munazza Saeed and Adeel Khalid
Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery…
Abstract
Purpose
Using the conservation of resources (COR) theory, the present study aims to examine the role of participative leadership in frontline service employees (FLEs)’ service recovery performance. The present study also tests FLEs’ role breadth self-efficacy (RBSE) as a theoretically relevant mediator and FLE trait mindfulness as an important moderator.
Design/methodology/approach
Data were collected using time-lagged (three rounds, two weeks apart) from two sources (193 FLEs and 772 customers, who experienced a service failure). Structural equation modeling (Mplus, 8.6) was employed to analyze the data.
Findings
The results revealed that participative leadership was positively associated with FLEs service recovery performance, both directly and indirectly, via RBSE. The results also showed that FLE trait mindfulness moderated the link of participative leadership with RBSE and the indirect association of participative leadership with service recovery performance, via RBSE.
Practical implications
This study suggests that organizational leaders who exhibit participative leadership behavior are valuable for organizations. By demonstrating such behaviors, they boost FLEs' RBSE, which in turn improves their service recovery performance.
Originality/value
The present work makes important contributions to the literature on service recovery performance by foregrounding two important yet overlooked antecedents (participative leadership and RBSE) of FLE service recovery performance. The present work also contributes to the nascent literature on the antecedents and outcomes of RBSE in service contexts.
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Megha Gupta, Nikhil Kewal Krishna Mehta, Upasna A. Agarwal and I.M. Jawahar
The purpose of this paper is to investigate the direct impact of leader-member exchange (LMX) quality on cyberloafing as well as its indirect impact through psychological capital.
Abstract
Purpose
The purpose of this paper is to investigate the direct impact of leader-member exchange (LMX) quality on cyberloafing as well as its indirect impact through psychological capital.
Design/methodology/approach
Using a two-wave time-lagged design, data were collected from 417 full-time employees of 15 information technology service organizations in the Mumbai metropolis area of India.
Findings
Results indicate that LMX quality is negatively related to cyberloafing and psychological capital partially mediates this association. Even though data were collected at two points in time, the self-reported nature of the data is a limitation.
Practical implications
Results of the study have practical implications. Designing interventions to help managers enhance the quality of their relationship with their followers will directly and indirectly reduce cyberloafing by enhancing psychological capital.
Originality/value
This study is among the first to examine the impact of LMX quality on cyberloafing. In addition, the reliance on psychological capital theory to predict cyberloafing is a novel contribution. This study explores why and when LMX quality inhibits workplace cyberloafing.
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Zonghua Liu, Yulang Guo, Junyun Liao, Yanping Li and Xu Wang
Despite past studies revealed the positive effect of corporate social responsibility (CSR) on consumer advocacy behavior, little research has paid attention to employee advocacy…
Abstract
Purpose
Despite past studies revealed the positive effect of corporate social responsibility (CSR) on consumer advocacy behavior, little research has paid attention to employee advocacy behavior. This research aims to examine the relationship between CSR and employee advocacy behavior, the mediating role of meaningful work as well as the moderating effect of person–supervisor fit on CSR perception – meaningful work relationship.
Design/methodology/approach
This study used 263 employee samples to examine the relationship between CSR and employee advocacy behavior and its influence mechanism. Hierarchical regression analyses and bootstrap approach were applied to analyze the data.
Findings
The results show that CSR perception is positively related to employee advocacy behavior, meaningful work mediates the link between CSR perception and employee advocacy behavior, and the strength of the relationship between CSR perception and meaningful work depends on person–supervisor fit.
Research limitations
This study only investigated the effect of perceived CSR on employee advocacy behavior, future studies should explore the alternative mediation mechanism through which external/internal CSR perception or different CSR dimensions influence employee advocacy behavior.
Practical implications
This study has practical implications for organizational managers. First, firms should undertake CSR practices and make employee interpret them in a right way. Second, meaningful work is of significance for employees and training and development, challenging jobs and job rotation are conducive to create a sense of meaning in employees’ work.
Originality/value
This study discussed how and when CSR influences employee advocacy in the Chinese context.