Miguel Ángel Mañas Rodríguez, Yolanda Estreder, Vicente Martinez-Tur, Pedro Antonio Díaz-Fúnez and Vicente Pecino-Medina
The purpose of this paper is to test a positive spiral of self-efficacy among public employees. The spiral proposes that self-efficacy is positively related to extra-role…
Abstract
Purpose
The purpose of this paper is to test a positive spiral of self-efficacy among public employees. The spiral proposes that self-efficacy is positively related to extra-role behaviors. These behaviors in turn are positively related to subsequent self-efficacy.
Design/methodology/approach
A total of 260 public employees participated in three waves of data collection: self-efficacy (T1); extra-role behaviors (T2); self-efficacy (T3).
Findings
The results confirmed the existence of a positive spiral of self-efficacy. There was a positive and significant link from self-efficacy of employees (T1) to extra-role behaviors (T2). In addition, it was found a positive and significant relationship between extra-role behaviors (T2) and subsequent self-efficacy (T3) once the link from self-efficacy in T1 and T3 was controlled for. The mediation role of extra-role behaviors was also confirmed.
Originality/value
The examination of positive spirals is one of the critical challenges of the investigation of personal resources. In the current research study, the authors test the positive spiral of a critical personal resource such as self-efficacy. Additionally, the lagged design permits a solid test of the aforementioned spiral.
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Vicente Martínez-Tur, Agustín Molina, Carolina Moliner, Esther Gracia, Luisa Andreu, Enrique Bigne and Oto Luque
The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In…
Abstract
Purpose
The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In turn, the manager’s trust in team members is related to team members’ trust in the manager. Furthermore, engagement and burnout at the individual level are considered outcomes of trust reciprocity.
Design/methodology/approach
The authors test this trust-mediated multilevel model with a sample of 95 managers and 754 team members working in services for people with intellectual disability. These services are delivered by team-based structures of workers who perform coordinated tasks.
Findings
The findings suggest that service quality delivered by team members is positively and significantly related to the manager’s trust in them. The results also suggest that the manager’s trust in team members leads to the trust that managers received by team members. Finally, team members who trust their managers show less burnout and high engagement.
Research limitations/implications
Previous literature has neglected the reciprocity of trust. In contrast, this research study considered the perspective of both managers and team members and how this reciprocity of trust is related to service quality and well-being at work.
Practical implications
The current study highlights the critical role of service quality and achieving high-quality relationships between managers and team members.
Originality/value
Performance and well-being are compatible because team members’ efforts are compensated by forming relationships with managers based on trust, and the quality of these relationships, in turn, prevents burnout and stimulates engagement among employees.
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Tânia Ferraro, Leonor Pais, Nuno Rebelo Dos Santos and Vicente Martinez-Tur
The growing attention to business ethics, integrity and respect for human rights at work has become increasingly relevant. Decent work is an important concept representing the…
Abstract
Purpose
The growing attention to business ethics, integrity and respect for human rights at work has become increasingly relevant. Decent work is an important concept representing the promotion of human rights at work and business, the fulfilling and productive work maintained with social dialogue. This study aims to present the adaptation and validation of the Spanish version of the Decent Work Questionnaire (DWQ), allowing the decent work assessment in Spanish. Initially developed and validated for Portuguese-speaking countries, the DWQ’s Italian version was also recently adapted and validated.
Design/methodology/approach
The 31-item scale was applied to a sample of 1,528 Spanish high-skilled workers. Confirmatory factor analysis (CFA) was performed. Convergent and discriminant validity was tested, examining the links of the DWQ to Work Engagement and Burnout measures.
Findings
CFA confirmed the original higher-order model with seven factors, a very good model fit and good internal consistency reliability (α = 0.94). Statistical analyzes also supported its convergent and discriminant validity.
Originality/value
The results confirmed the DWQ’s Spanish version as a reliable and valid multidimensional measurement tool and strengthened it as a good cross-cultural measure of decent work.
Propósito
La creciente atención a la ética empresarial, la integridad y el respeto de los derechos humanos en el trabajo ha sido un tema cada vez más relevante. El trabajo decente es un concepto importante que representa la promoción de los derechos humanos en el trabajo y en las empresas, como un trabajo gratificante y productivo mantenido a través del diálogo social. El presente estudio presenta la adaptación y validación de la versión en español del Cuestionario de Trabajo Decente (CTD), que permite evaluar el trabajo decente en español. Inicialmente desarrollado y validado para los países de habla portuguesa, la versión italiana del CTD también se adaptó y validó recientemente.
Diseño/metodología/enfoque
La escala de 31 ítems se aplicó a una muestra de 1528 trabajadores españoles altamente cualificados. Se realizó un Análisis Factorial Confirmatorio. La validez convergente y discriminante se probó examinando los vínculos del CTD con las medidas de Work Engagement y Burnout.
Hallazgos
El Análisis Factorial Confirmatorio confirmó el modelo original de orden superior con 7 factores, con un muy buen ajuste del modelo y buena consistencia de confiabilidad interna (α = 0.94). También se apoyó su validez convergente y discriminante.
Originalidad/valor
Nuestros resultados confirmaron la versión en español del CTD como una herramienta de medición multidimensional confiable y válida. También reforzaron la idea de que este instrumento es una buena medida intercultural del trabajo decente.
Objetivo
A crescente atenção à ética empresarial, integridade e respeito aos direitos humanos no trabalho tem sido um tema cada vez mais relevante. O trabalho digno é um conceito importante que representa a promoção dos direitos humanos no trabalho e nas empresas, assim como o trabalho realizante e produtivo mantido com o diálogo social. O presente estudo apresenta a adaptação e validação da versão em espanhol do Questionário de Trabalho Digno (QTD), permitindo a avaliação do trabalho digno em espanhol. Inicialmente desenvolvido e validado para países de língua portuguesa, a versão italiana do QTD também foi recentemente adaptada e validada.
Desenho/metodologia/abordagem
A escala de 31 itens foi aplicada a uma amostra de 1528 trabalhadores espanhóis altamente qualificados. A análise factorial confirmatória (AFC) foi realizada. A validade convergente e discriminante foi testada, examinando as ligações do QTD às medidas de Engajamento no Trabalho e Burnout.
Resultados
AFC confirmou o modelo original de ordem superior com 7 fatores, com um ajuste de modelo muito bom e boa consistência interna de confiabilidade (α = 0,94). Também testamos sua validade convergente e discriminante. Ambas foram suportadas.
Originalidade/valor
Nossos resultados confirmaram a versão em espanhol do QTD como uma ferramenta de medição multidimensional confiável e válida. Também reforçaram a ideia deste instrumento ser uma boa medida transcultural do trabalho digno.
Details
Keywords
- Decent work
- Spanish workers
- Psychometrics
- Confirmatory factor analysis
- Convergent and discriminant validity
- Trabajo decente
- Trabajadores españoles
- Psicometría
- Análisis factorial confirmatorio
- Validez convergente y discriminante
- Trabalho digno
- Trabalhadores espanhóis
- Psicometria
- Análise fatorial confirmatória
- Validade convergente e discriminante
Vicente Martínez-Tur, Yolanda Estreder, Carolina Moliner, Rosa María Sánchez-Hernández and José Mª Peiró
In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs…
Abstract
Purpose
In the context of service exchanges, the purpose of this paper is to examine the form of the link from under-benefitting (customers receive less than they invest) vs over-benefitting (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses.
Design/methodology/approach
Linear and nonlinear relationships between under-over benefitting perceptions and service evaluations are examined following a test-retest approach. These relationships are investigated in four samples from two survey studies: hotels (Time 1, n=591; Time 2, n=512) and restaurants (Time 1, n=536; Time 2, n=473).
Findings
Results confirmed the existence of asymmetrical curvilinear relationships. Service evaluations improve sharply when perceptions move from under-benefitting perceptions to balanced situations. However, service evaluations do not improve in high over-benefitting situations.
Practical implications
The design of employee tasks and services should avoid both under-benefitting perceptions and a disproportionate maximization of customer benefits.
Originality/value
Previous research studies have investigated these types of relationships by computing linear relationships or comparing different groups of customers. The current research tests the link from under-over benefitting perceptions to customer service evaluations by also considering nonlinear relationships. This approach supports an asymmetrical curvilinear relationship that captures the complexity of service exchanges.
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Vicente Martínez‐Tur, Jose´ M. Peiro´ and Jose´ Ramos
The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and…
Abstract
The literature shows a paradox in the understanding of the relationship between structural complexity (defined as the diversity of services offered by an organization) and customer satisfaction. Structural complexity tends to be a popular strategy designed to satisfy different customer needs. However, a negative relationship between structural complexity and customer satisfaction has also been argued. Based on the research on the public versus private distinction, this paper proposes that type of ownership is associated with the paradox mentioned, moderating the relationship between structural complexity and customer satisfaction. The authors tested this hypothesis using a sample of 60 managers and 897 customers of service organizations. The results indicated that as structural complexity increases, public organizations are less able to maintain customer satisfaction than private organizations. Ownership appeared to be an important contingency factor in understanding the paradoxical relationship between service structural complexity and customer satisfaction.
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Ferran Calabuig Moreno, Josep Crespo Hervás, Vicente J. Prado-Gascó and Juan M. Núñez-Pomar
The purpose of this paper is twofold. The first aim is to obtain a valid and reliable instrument for the holistic analysis of sporting events, and the second is to test a causal…
Abstract
Purpose
The purpose of this paper is twofold. The first aim is to obtain a valid and reliable instrument for the holistic analysis of sporting events, and the second is to test a causal model in which future intentions depend on spectators’ perceptions of quality, satisfaction, and value of these events.
Design/methodology/approach
A total of 493 spectators of a professional basketball team in the Spanish ACB league responded to a survey to measure the overall performance of the sporting event service. Exploratory factor analysis and further confirmatory factor analysis using structural equation models provides the methodology for testing the reliability and validity of the instrument.
Findings
The scales have adequate reliability and validity indices. The path model explains 35.8 percent of the variance in future intentions, 54.0 percent in perceived value, and 49.5 percent in spectators’ satisfaction. Quality proves a better predictor of perceived value than satisfaction. Both perceived value and satisfaction have a similar weight in predicting spectators’ future intentions. The data indicate that quality has an effect on spectators’ future intentions, by altering their perceptions of value and satisfaction.
Research limitations/implications
The research findings are somewhat limited, due to the sample consisting entirely of spectators of a single team in the Spanish ACB league.
Practical implications
Managers can use these findings to develop loyalty strategies by creating service value and increasing spectators’ satisfaction through quality improvements.
Originality/value
This study contributes to the literature on service quality by providing an overall measure to assess service in professional sporting events in a Latin-American context.