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Article
Publication date: 28 December 2020

HsiuJu Rebecca Yen, Paul Jen-Hwa Hu and Yi-Chun Liao

This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements…

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Abstract

Purpose

This study aims to examine how a manager’s learning goal orientation (LGO) influences frontline service employees’ (FSEs’) engagement in cross-selling activities. Such engagements must exist before they can achieve service–sales ambidexterity. Drawing on achievement goal theory and the meaning-making perspective, this study predicts that learning-oriented managers encourage and foster FSEs’ cross-selling behaviors by facilitating their ability to derive positive meaning from the cross-selling initiative. They do so by conveying high-quality information about the initiative and related changes to individual employees, as well as by encouraging the formation of a collective perception of open communications within the work unit.

Design/methodology/approach

Hierarchical (nested) data from 39 managers and 357 FSEs of a major logistic service company are used to test the hypotheses.

Findings

As predicted, a manager’s LGO relates positively to FSEs’ cross-selling activities, through sequential mediations of the hypothesized communication mechanisms and employees’ benefits-finding.

Originality/value

A manager’s LGO is an important antecedent of FSEs’ cross-selling behaviors. This study establishes this influence and clarifies the processes by which it occurs. This study also extends previous research by specifying the important role of employees’ meaning-making, which prompts them to adopt cross-selling, as a mediator of the multilevel communication influences that result from their managers’ LGO.

Details

Journal of Services Marketing, vol. 35 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 September 2022

HsiuJu Rebecca Yen, Paul Jen-Hwa Hu, Yi-Chun Liao and Jiun-Yu Wu

Ambidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks…

538

Abstract

Purpose

Ambidextrous frontline service employees (FSEs), capable of delivering quality services and carrying out sales responsibilities too, are crucial to service firms. This study seeks to extend ambidexterity research by examining how a manager's goal orientation could influence FSEs' ambidextrous conversion. The authors draw on achievement goal theory and conceptualize a link between a manager's achievement goal orientation and employees' service–sales ambidexterity (SSA). The authors then apply conservation of resources theory to complement this high-level conceptualization, hypothesize mediating roles of important resources that can facilitate employees' SSA, and the authors test them empirically.

Design/methodology/approach

This study adopts a questionnaire survey design. The empirical test relies on multilevel path analyses of dyadic data from 341 FSEs and 39 managers of a major logistics service company in Taiwan.

Findings

Managers with a prominent learning goal orientation can facilitate and foster FSEs' SSA through developmental inducements and change-related self-efficacy, two important resources for their ambidextrous conversion. Managers with a strong performance-avoid goal orientation instead might hinder employees' SSA conversion, due to a negative impact on developmental inducements. Furthermore, SSA enhances FSEs' service delivery value and sales performance.

Originality/value

By analyzing and empirically testing the influence pathways of essential resources perceived by FSEs, which channel the effects of a manager's goal orientation to employees' SSA conversion, this study offers insights about how managers can support and foster FSEs' service–sales ambidextrous conversion.

Details

Journal of Service Theory and Practice, vol. 32 no. 6
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 January 2004

Chien‐Ta (Bruce) Ho

The aim of this paper is to use a new approach of performance evaluation, grey relation analysis (GRA), which is a concept borrowed from the study of industry and is increasingly…

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Abstract

The aim of this paper is to use a new approach of performance evaluation, grey relation analysis (GRA), which is a concept borrowed from the study of industry and is increasingly applied to commerce. GRA is used to evaluate the relative performance of three of Australia's major banks The result of the study indicates that although the sample size is small and the distribution of data is unknown, GRA can still be successfully used in evaluating bank performance. In addition, this paper compares the GRA results with the financial statement analysis and shows that the same result can be obtained.

Details

Asian Review of Accounting, vol. 12 no. 1
Type: Research Article
ISSN: 1321-7348

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Article
Publication date: 11 November 2021

Elaine Quintana Borazon, Yi-Chun Huang and Jen-Ming Liu

Green sustainability has become a critical challenge for businesses to execute green supply chain management (GSCM). Most of the literature on GSCM emphasizes regulations as…

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Abstract

Purpose

Green sustainability has become a critical challenge for businesses to execute green supply chain management (GSCM). Most of the literature on GSCM emphasizes regulations as drivers and few pieces of research are conducted from an internal organizational culture view. This study aims to use the cultural perspective of market orientation (MO) and draws on both the natural resource-based view (NRBV) and dynamic capability view (DCV) to explore the relationships among green market orientation (GMO), GSCM capability and organizational performance.

Design/methodology/approach

A total of 1,000 survey questionnaires were distributed to the Taiwanese electronics industry and 207 valid questionnaires were collected. Data was analyzed using structural equation modeling.

Findings

The results show that GMOs have a significant positive impact on GSCM capability, environmental performance and economic performance. Moreover, GSCM capability is positively related to environmental and economic performance. The results also show that GMOs have a significant indirect influence on environmental performance and economic performance through GSCM capability.

Practical implications

The findings of this study suggest how Taiwan’s electrical and electronic manufacturers, while faced with pressure from competitors, customers and regulations (i.e. waste electrical and electronic equipment directive, Restriction of Hazardous Substances Directive and energy-using products directives), should efficiently and effectively implement GMO and enhance GSCM capability to improve organizational performance.

Originality/value

This study fills up the gap between MO and performance indistinct relationships. It has also integrated two perspectives, namely, NRBV and DCV, to explain GSCM capability as a mediator between GMO and organizational performance relationship and to examine the relationships among GMO, GSCM capability and organizational performance.

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Article
Publication date: 9 November 2015

Yi-chun Lin

The purpose of this paper is to investigate the relationship between protean career attitude and perceived internal and external employability, along with the mediating effect of…

3557

Abstract

Purpose

The purpose of this paper is to investigate the relationship between protean career attitude and perceived internal and external employability, along with the mediating effect of learning-goal orientation.

Design/methodology/approach

Data were collected by distributing paper-based questionnaires to 527 workers in private banking sectors in Taiwan. Hierarchical regression analysis was used to examine the results of the relationships.

Findings

The results supported the idea that protean career attitude is a significant antecedent of perceived internal and external employability. Protean talents with a higher degree of protean attitude toward value-driven career orientation and self-directed career management have an external employability that is greater than their internal employability. Learning-goal orientation fully mediated the effect of protean career attitude on perceived internal employability, but only partially mediated external employability.

Practical implications

The findings can help human resource managers gain a better understanding of the use of an appropriate strategy to influence an employee’s perceived internal and external employability, which can increase the motivation and improve employer-employee relationships that contribute to organizational success and performance. Employees should recognize the increased importance of continuous learning with goal-setting in order to deal with changes at work.

Originality/value

This paper empirically establishes the association between protean career attitude and perceived internal and external employability. The protean career concept may provide organizations with a valuable perspective in the evolution of careers. Valuable and protean talents place an emphasis on individuals’ core values, and while learning goals are meant to suit employer organizations, they may also establish opportunities that could cross-organizational boundaries.

Details

Career Development International, vol. 20 no. 7
Type: Research Article
ISSN: 1362-0436

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Article
Publication date: 10 September 2021

Ying-Yi Deng and Yi-Chun Yang

Few studies have explored how to foster green customer citizenship behavior. Therefore, the aim of this study was to understand the factors influencing green customer citizenship…

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Abstract

Purpose

Few studies have explored how to foster green customer citizenship behavior. Therefore, the aim of this study was to understand the factors influencing green customer citizenship behavior in a restaurant context.

Design/methodology/approach

This study proposes a conceptual model, based on previous studies, hypothesizing that green attributes transparency engenders green brand image and green trust, which together facilitate green customer citizenship behavior. The authors used structural equations modeling with data collected from 312 consumers in Taiwan to do the analysis.

Findings

The findings indicate that green attributes transparency plays a strong role in determining green brand image and green trust, which enhance green customer citizenship behavior. Managerial implications to aid businesses in developing strategies to enhance their ability to foster green citizenship behavior among its consumers for competitive advantage is also provided, together with an outline of the limitations of the study.

Originality/value

This study used the concept of stimulus–organism–response to test the stimuli of green attributes transparency to enhance customer citizenship behavior mediated by green brand image and green trust. This study makes two theoretical contributions. First, this study extended the concept of attributes transparency, brand image, trust and customer citizenship behavior to a green context. The authors developed a research framework and confirmed that green attributes transparency facilitate green brand image and green trust, which contribute to green customer citizenship behavior. Second, there is no prior study exploring the relationship between green attributes transparency, green brand image, green trust and green customer citizenship behavior. The empirical support for the model developed in this study is based on empirical data of Taiwan restaurant consumers.

Details

British Food Journal, vol. 124 no. 5
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 18 June 2018

Yi-chun Lin, Angela Shin-yih Chen and Yu-ting Lai

The purpose of this paper is to identify the impact of career plateau (hierarchical and job-content plateau) on internal employability, and to investigate psychological contract…

1271

Abstract

Purpose

The purpose of this paper is to identify the impact of career plateau (hierarchical and job-content plateau) on internal employability, and to investigate psychological contract breach as a moderator on the relationship between career plateau (hierarchical and job-content plateau) and internal employability.

Design/methodology/approach

Data were collected by distributing paper-based questionnaires to 521 workers in private banking sectors in Taiwan. Hierarchical regression analysis was used to examine the results of the relationships.

Findings

The results supported the idea that career plateau (hierarchical and job-content plateaus) could be a significant antecedent of internal employability. Psychological contract breach significantly moderated the negative relationship between career plateau (hierarchical and job-content plateau) and internal employability. Specifically, the negative relationship between career plateau and internal employability will be stronger for employees who perceive a higher level of psychological contract breach.

Practical implications

These findings can help human resource practitioners gain a better understanding of the value of applicable approaches as an influence on a plateaued employee’s perception of internal employability, and to facilitate a positive employer–employee relationship, which could foster both a successful career for an individual and a prosperous performance for the organization that employs them.

Originality/value

Career plateau have been aroused variety issues in HR practice, but employability and psychological contract breach have barely been discussed with career plateau. This study empirically establishes the correlation between career plateau and internal employability as well as shown that psychological contract breach would decrease the plateaued individual’s willingness to stay in the current organization. Thus, the career plateau may provide organizations with a helpful perspective on one’s career development. Building substantial relationships between employees and employers lead to better human capital for organizations as it deals with rapidly changes in the real world.

Details

Personnel Review, vol. 47 no. 5
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 31 May 2011

Yi‐Chun Huang, Yen‐Chun Jim Wu, Yu‐Chun Wang and Nolan Christopher Boulanger

The aim of this study was to draw on the theory of planned behavior (TPB) and attempt to identify the factors influencing the customer decision to purchase via online auctions…

5688

Abstract

Purpose

The aim of this study was to draw on the theory of planned behavior (TPB) and attempt to identify the factors influencing the customer decision to purchase via online auctions, focusing on how managers selling via online auctions can modify product positioning and promotion decisions in order to make their offerings more congruent with these factors.

Design/methodology/approach

The study employed a survey instrument to collect data from Yahoo!Kimo website consumers in Taiwan, obtaining 450 samples which were analyzed with structural equation modeling.

Findings

Attitude toward online auctions, perceived behavioral control and past related experiences significantly and positively influence the intention to purchase on online auctions, whereas subjective norm does not have such influence. Additionally, past related experiences have a positive effect on perceived behavioral control.

Research limitations/implications

There has been a relative dearth of work on online auction customer behavior. By applying the TPB to online auction research, it was empirically supported that behavioral intention to purchase via online auctions is determined by attitude and perceived behavior control. Past related experiences were further integrated, discovering that they can strengthen perceived behavioral control.

Practical implications

Recommendations are put forward in order to help better align product positioning and promotion decisions in online auctions with customer attitudes, perceived behavioral control, and past related experiences. These constructs may also be capable of explaining employee actions in general managerial contexts, thus extending the contribution of the paper beyond the limited world of online auctions.

Originality/value

This study integrated online auctions, the theory of planned behavior and consumer decision‐making philosophies in order to develop and empirically test a theoretical framework of consumer decision making in online auctions.

Details

Management Decision, vol. 49 no. 5
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 21 April 2023

Javier Isaac Torres Vergara, Jania Astrid Saucedo Martínez and Daniela Olivo Lucio

In the supply chain performance measurement (SCPM) there seems to be no consensus about measures for performance evaluation and suitable criteria from resilience and…

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Abstract

Purpose

In the supply chain performance measurement (SCPM) there seems to be no consensus about measures for performance evaluation and suitable criteria from resilience and sustainability paradigms. In this way, this research aims to identify the attributes that a supply chain (SC) should follow to be resilient and sustainable, and then to evaluate their importance according to industry experts.

Design/methodology/approach

This study suggests a hybrid approach. The authors identified the most commonly used criteria using literature review, and then applied fuzzy Delphi technique (FDT) with the objective of surveying experts to find the attributes used in practice and asked to assess their relevance.

Findings

The resilient-sustainable supply chain (RSSC) is formed by four dimensions: resiliency, economic, environmental and social. A total of 15 criteria are identified, and the most important are visibility, flexibility, supply chain risk management (SCRM) culture, work conditions and communication.

Research limitations/implications

This study used a literature review, so it is subject to a time frame, and the criteria could no longer be relevant as the time and business conditions change. Also, the findings may not be completely applicable throughout different industries, and therefore the finding cannot be replicated to other businesses.

Practical implications

This study will assist decision-makers among other interested parties to construct and/or strengthen an integrated SC that mixes resiliency and sustainability.

Originality/value

This study contributes to the state-of-art by producing a characterization of the resilient and sustainable supply chain for the automotive industry. Also, this research produces a new and holistic framework for resilient and sustainable SCPM supporting the decision-making process.

Details

Benchmarking: An International Journal, vol. 31 no. 3
Type: Research Article
ISSN: 1463-5771

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