公仆型领导、员工集体和个人的工作态度对服务质量的影响

作者在13家宾馆和餐馆进行了一次实证研究,探讨饭店管理人员的公仆型领导风格、员工集体和个人的工作态度对员工的服务质量的影响。多层次线性模型分析结果表明,部门的公仆型领导氛围会直接影响员工集体的工作满意感,并通过集体情感性归属感,间接影响员工的服务质量。部门的公仆型领导氛围会调节员工感知的部门负责人的公仆型领导风格对他们的服务质量的影响;员工集体的情感性归属感会调节员工个人的工作满意感和情感性归属感对服务质量的影响。     

Exploring turnover intentions among three professional groups of employees

Abstract

Although considerable research effort has been devoted to understanding work attitudes, behaviours and outcomes regarding turnover intentions, little has been done to explore it across different professions. This study takes a step in this direction and examines the effect of affective commitment, job satisfaction and job performance on turnover intentions across three professions. To this end, we surveyed three professional groups of employees and managers: financial officers and social workers employed in the public sector and lawyers employed in the private sector. The results of these three studies show that turnover intentions vary across these professions. Social workers exhibit lower turnover intentions than financial officers and lawyers, who tend to exhibit high turnover intentions. In addition, we found that job satisfaction and affective commitment are negatively associated with turnover intentions, while no significant relationship was found to exist between job performance and turnover intentions. The implications of this study suggest that both researchers and practitioners should take into consideration not only the organizational context, but also the occupational context while exploring the process of voluntary turnover.     

服务业员工情绪劳动策略效能的实证研究

有关服务业中情绪劳动的管理研究正在引起关注。已有研究认为员工的情绪智力影响情绪劳动中的工作绩效、工作满意度以及工作压力感,本文进一步提出个体的情绪劳动策略对此起到中介作用。通过对电信服务业员工情绪智力、情绪劳动策略和工作绩效、工作满意度、压力感的实证分析,发现情绪劳动策略在情绪智力和员工的工作绩效、工作满意度和工作压力感之间起到部分中介作用。研究结果对服务型企业的人力资源管理实践具有一定的借鉴意义。     

Voluntary Work‐related Technology Use during Non‐work Time: A Narrative Synthesis of Empirical Research and Research Agenda

The Internet and mobilization of information and communication technologies (ICTs) have made non‐manual work increasingly portable and remotely accessible. As a result, a considerable number of employees use their ICTs to engage in work‐related tasks during designated non‐work time, even without contractual obligation. However, existing research on such voluntary work‐related ICT use remains fragmented and spread across disciplines. The authors conducted a narrative review of 56 studies to identify themes in existing research, synthesize the evidence base and identify gaps in understanding. They identify five themes: (1) Social‐normative organizational context, (2) Job‐related characteristics and work processes, (3) Person characteristics, (4) Designated non‐work time and well‐being, and (5) Empowerment/Enslavement Paradox. A conceptual model of voluntary ICT use is developed by integrating the identified themes with existing organizational research, outlining the relationships between the identified themes and voluntary ICT use. The discussion emphasizes the need for more conceptual clarity on voluntary ICT use and related constructs, and for the integration of different disciplines and methodological approaches to advance knowledge in the field. The authors further identify person‐centred research as a critical future avenue to explore different ICT user types. Additionally, more research into the mechanisms and moderating influences regarding voluntary ICT use and its outcomes is considered advisable to advance knowledge on the Empowerment/Enslavement Paradox and its potential resolution. The paper concludes with preliminary implications to inform practice, addressing the need for employers to provide control over voluntary ICT use and employees enacting this control.     

The Public–Private Job Satisfaction Differential in Italy

Abstract. This paper uses Italian survey data for 1995 to study the differences in satisfaction for six non‐pecuniary job attributes between public and private sector workers. Results indicate that public employees differ from private employees in the way they evaluate satisfaction with job security, consideration by colleagues, and safety and health job features, whereas there are no differences in their assessment of satisfaction with effort levels and interest for the job. In particular, we find that the premium for public employees is quantitatively higher, especially in the case of satisfaction with employment losses. Moreover, there are significant differences in the determinants of satisfaction across sectors.     

Employee demographics and job training satisfaction: the relationship between dimensions of diversity and satisfaction with job training

Human resource development professionals serve many diverse populations of learners in the workplace. They do so with limited resources which leads to a dilemma: How to most effectively and efficiently meet the needs of all learners in the workplace, given the different job duties, backgrounds, skills and abilities of each learner. This empirical study examines job training satisfaction among customer and technical service employees in nine different organizations in the US and Canada. The study concluded that there were no differences in job training satisfaction when examined with dimensions of diversity such as age groups, gender and race/ethnicity. There were differences in job training satisfaction, however, when examined with job type, job status, and job tenure.     

Identifying Demand and Supply of Part‐time Jobs Using Personnel Data. An Application to Italy

The percentage of part‐time workers in Italy is very low compared with most European countries. In this paper we try to contribute to an explanation. We use data on the employees of a large Italian company operating in the service sector, and apply a particular econometric framework that allows identification of potential demand and supply. We find that demand and supply are potentially very large on average, but they are difficult to match at the individual worker/job level. The firm might observe a relevant employee’s characteristics that are positively correlated with the employee’s propensity to a part‐time job but are negatively correlated with the profitability of that employee on that job. The firm might also use the revealed willingness to switch to a part‐time job as a sign that the employee is likely to be unprofitable for the company.     

心理需要的满足与工作满意度:哪一个能够更好地预测工作绩效?

以自我决定理论为理论基础,通过对112名员工与其相应主管进行问卷调研,验证了:(1)工作满意度与工作绩效之间存在中低度相关;(2)基本心理需要对工作绩效各维度具有显著影响;(3)基本心理需要的满足对工作绩效的预测效果较工作满意度更好。进而发现心理需要满足的中介作用,揭示工作满意度通过心理需要满足对工作绩效产生影响这一作用机制,并对所得结果的管理实践意义进行了探讨。     

Workplace Job Satisfaction in Britain: Evidence from Linked Employer–Employee Data

The paper examines the nature of workplace job satisfaction in Britain using an ‘overall’ and domain‐specific job satisfaction outcomes from linked employer–employee data. A measure of aggregate job satisfaction alone might mask domain‐specific differences in satisfaction, something the combined approach in this paper addresses. As well as controlling for a rich set of correlates on employees and their workplaces, the paper deploys alternative empirical models that account for employee‐ and workplace‐level unobserved heterogeneity. The paper reports interesting results on the link between job satisfaction and observed as well as unobserved characteristics of employees and their workplaces.     

Moderating effects of social support in shiftworking and non-shiftworking nurses

In this study the causal relationships between work characteristics, in terms of job demands and job resources, and both targets’ and perpetrators' reports of workplace bullying, are investigated. In line with the Job Demands-Resources model and the bullying literature, we assumed that both high job demands (i.e. workload, role conflict and job insecurity) and low job resources (i.e. task autonomy, social support and skill utilization) increase bullying over time (i.e. normal causation). Our sample included 177 employees of various establishments of a large Belgian organization. The results of structural equation modelling analyses partially supported our hypothesis. As expected, we found that T1 job demands related positively to targets’ reports of bullying at T2 one year later, and that T1 job resources related negatively to T2 targets’ reports of bullying. Unexpectedly, there was no significant cross-lagged effect of T1 job demands and resources on T2 perpetrator's reports of bullying. No evidence was found for reverse causation or reciprocal effects. Overall, at least for targets, these findings support the validity of the theoretical models postulating a causal link from work characteristics to workplace bullying.     

The Link Between the Quality of the Supervisor–Employee Relationship and the Level of the Employee's Job Satisfaction

This study explores Leader–Member Exchange Theory (LMX Theory), which theorizes when leaders and followers have good exchanges or high quality effective LMX relationships, they share mutual trust, feel better, accomplish more, and the overall unit performance within organization is enhanced. The specific focus of this study is on whether high-quality leader member exchange is positively related to job satisfaction, which can lead to positive outcomes for organizations and ultimately provide organizations the solution to remaining competitive in this new economy. The findings were discussed from the perspective of the advantages available to organizations relative to the many positive organizational outcomes that result from high-quality effective LMX and individual job satisfaction for employees.     

内部营销对一线服务员工任务绩效影响的实证研究

本文以饭店业一线服务员工为研究对象,初步验证了Keller等学者的内部营销组合工具量表在中国背景下的适用性,并应用Bagozzi的态度理论模型,采用结构方程建模方法,构建并验证了基于内部营销组合工具视角的一线服务员工任务绩效预测模型。实证结果表明,一线服务员工对企业内部营销努力的感知,即对内部工作产品、内部价格、内部分销以及内部促销等内部营销组合工具的评价,决定了他们的情感承诺(对组织的情感反应)和工作满意(对工作的情感反应)水平,进而影响了他们的任务绩效水平(行为),一线服务员工的情感反应变量是解释企业内部营销努力影响一线服务员工任务绩效的中介变量。     

中小民营企业基层员工工作压力与工作满意度的实证研究

以中小民营企业基层员工为研究对象,通过相关量表对其工作压力和工作满意度关系进行调查研究。结果表明:教育程度和职能部门在工作压力上差异显著;职能部门在工作满意度上差异显著。角色认知压力、职业发展压力、组织因素和人际关系压力与整体工作满意度显著负相关;组织因素、人际关系压力、职业发展和社会因素对工作满意度具有预测作用。     

Job demands and work-related psychological responses among Malaysian technical workers: The moderating effects of self-efficacy

Abstract

Job design has long been found to affect the work-related psychological responses of employees, such as psychological strain, job satisfaction, and turnover intentions, but scholars have begun to question whether established theoretical relations regarding job design continue to hold given the enormous changes in the nature of work during the past two decades. It is also increasingly recognized that individual differences affect work behaviours in substantial ways, but few studies on work design have investigated these differences. We addressed these concerns with a two-wave longitudinal study among 245 technical workers at a telecommunications company in Malaysia, a country that has a collectivist culture and a high power distance between managers and subordinates. We examined the moderating effects of job control and self-efficacy on the relationships between job demands and employee responses. The results failed to support the job demands-control model, as job control variables did not moderate the impact of demands on employee work-related psychological responses. However, self-efficacy moderated their impact on psychological strain (although not on job satisfaction or turnover intentions). Our findings provide insight into the moderating effect of self-efficacy, and suggest that practitioners interested in reducing psychological strain should consider making efforts to increase self-efficacy among employees.     

Employee strain and job satisfaction related to an implementation of quality in a public service organization: a longitudinal study

To date, few studies have focused on employee reactions to the quality-related aspects of the introduction of New Public Management (NPM). The aim of this study was to investigate the effects on employee strain and satisfaction of the implementation NPM in a public service organization. The study was designed as an empirical examination of the 'context-dependent approach' ( Edwards, Collinson, & Rees, 1998 ). This approach suggests that effects of an organizational change depend on the context of the implementation, i.e. organizational aspects (implementation strategies), job content and job context dimensions. They employed a single-case longitudinal design. The case was a large municipal service unit responsible for the public housing system of a city in Austria. The sample consisted of 217 employees. Measurements were taken before the organizational change, and at two different times during the change process. While the implementation of NPM can be considered to have been an organizational success (increase in customer satisfaction), it was accompanied by increases in job strain, and, at the same time, mixed results in job satisfaction. Less qualified employees mainly responsible for the customer interface experienced the organizational change most negatively. Using structural equation modelling, the context-dependent approach was empirically confirmed. Job control, role clarity and information were found to be the most important job and organizational resources.     

Transformational leadership and optimal functioning at work: On the mediating role of employees' perceived job characteristics and motivation

This study aimed to deepen our understanding of the motivational mechanisms involved in the relationship between transformational leadership (TFL) and employee functioning. Drawing on the TFL literature, the job demands–resources model and self-determination theory, we propose an integrative model that relates TFL to employee psychological health (burnout and psychological distress), attitudes (occupational commitment and turnover intention) and performance (professional efficacy, self-reported individual and objective organizational performance) through two explanatory mechanisms: perceived job characteristics (job demands and resources) and employee motivation (autonomous and controlled). This research was conducted in two occupational settings (nurses and school principals), using a distinct variable operationalization for each. Results of both studies provide support for the hypothesized model, suggesting that TFL relates to optimal job functioning (psychological health, job attitudes and performance) by contributing to favourable perceptions of job characteristics (more resources and less demands) and high-quality work motivation (more autonomous motivation and less controlled motivation) in employees. Theoretical contributions and managerial implications as well as directions for future research are presented.     

Offshoring Business Process Services and Governance Control Mechanisms: An Examination of Service Providers from India

As emerging markets increasingly rely on service businesses through offshore outsourcing, we examine the role of governance control mechanisms in improving performance among business process outsourcing (BPO) service providers in India. Using data collected from 205 emerging market‐based BPO service providers in India, we examine the antecedents and consequences of establishing governance control mechanisms in BPO service providers. Specifically, we examine how structural (use of contracts with the client), administrative (effective allocation and demarcation of responsibilities within the firm), and relational (collaboration and information sharing with the client) mechanisms drive the performance of a BPO service provider operating in an emerging market. We also examine how key task‐related (task connectivity and task security) and client‐related (end customer orientation and global control) antecedents influence the use of different governance control approaches in this environment. Our analysis finds that both task connectivity and task security significantly impact use of structural and administrative mechanisms, whereas end customer orientation is significantly associated with the strength of the relational mechanisms governing the emerging market‐based BPO service provider and its client. Further global control significantly influences the strength of the structural mechanisms between the client and the BPO service provider. Finally, the three mechanisms have a complementary influence in driving the BPO service provider's performance.     

Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study

To date, few studies have focused on employee reactions to the quality-related aspects of the introduction of New Public Management (NPM). The aim of this study was to investigate the effects on employee strain and satisfaction of the implementation NPM in a public service organization. The study was designed as an empirical examination of the 'context-dependent approach' ( Edwards, Collinson, & Rees, 1998 ). This approach suggests that effects of an organizational change depend on the context of the implementation, i.e. organizational aspects (implementation strategies), job content and job context dimensions. They employed a single-case longitudinal design. The case was a large municipal service unit responsible for the public housing system of a city in Austria. The sample consisted of 217 employees. Measurements were taken before the organizational change, and at two different times during the change process. While the implementation of NPM can be considered to have been an organizational success (increase in customer satisfaction), it was accompanied by increases in job strain, and, at the same time, mixed results in job satisfaction. Less qualified employees mainly responsible for the customer interface experienced the organizational change most negatively. Using structural equation modelling, the context-dependent approach was empirically confirmed. Job control, role clarity and information were found to be the most important job and organizational resources.     

Job stress and employee strain in Indian executives

Abstract

This paper reports a study which examined: the effects of job stress on strain, the pattern of stress and strain in three different work groups, and differences in the levels of job stress and strain due to occupational level The respondents consisted of ‘executives’ from a large steel manufacturing organization. Regression analyses indicated that job future ambiguity had a significant negative effect on job satisfaction in each group of executives. Further, role overload (in the case of production executives) and role ambiguity (in the case of data processing executives) had negative effects on job satisfaction. Role overload accounted for fatigue among the personnel as well as among production executives. The data indicated that the patterns of stress and strain were different in the three groups of employees. The examination of differences due to occupational level indicated that the employees of middle levels had more role ambiguity than those at the higher levels. No significant differences were observed on other dimensions. The implications of these findings are discussed.     

Expansion-oriented job crafting and employee performance: A self-empowerment perspective

Taking a self-empowerment perspective, we investigated the mediating impact of psychological empowerment on the relationship between expansion-oriented job crafting behaviors (seeking resources and seeking challenges) and job performance. We also examined the moderating role of perceived overqualification on the proposed mediation model. Data were collected from 519 employees and their direct supervisors who work in 69 small and medium-sized enterprises (SMEs) in Turkey. As the data had a nested structure, we used hierarchical linear modeling (HLM) to analyze the multi-level data. The results show that psychological empowerment mediates the relationship between expansion-oriented job crafting behaviors and job performance. The analyses also provide support for the moderating impact of perceived overqualification. The conditional indirect effect of seeking challenges on job performance is stronger for those employees who feel overqualified for their jobs.