Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness

Fatima, Johra Kayeser; Mascio, Rita Di; Sharma, Piyush

doi:10.1016/j.jretconser.2019.101967

Cited by 23 publications

(34 citation statements)

References 75 publications

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“…For instance, rapport has been used as a mediator between familiarity-trust, employee emotional competence-customer satisfaction or between customer orientation of service employees and customer satisfaction in various previous studies (Delcourt et al, 2013;Macintosh, 2009a;Kim and Ok, 2010), as these constructs have literature support on confirmed cause and effect relationships. Similar assumptions can be found in the seminal work of Fatima and her colleagues (Fatima et al, 2015(Fatima et al, , 2020Fatima and Di Mascio, 2018). While rapport has been found as a significant antecedent for trust, dependency and service quality features (Fatima and Di Mascio, 2018;, it also mediates perceived indulgency, self-control and customer happiness (Fatima et al, 2020).…”

Section: Introductionsupporting

confidence: 66%

“…Similar assumptions can be found in the seminal work of Fatima and her colleagues (Fatima et al, 2015(Fatima et al, , 2020Fatima and Di Mascio, 2018). While rapport has been found as a significant antecedent for trust, dependency and service quality features (Fatima and Di Mascio, 2018;, it also mediates perceived indulgency, self-control and customer happiness (Fatima et al, 2020). Furthermore, the most relevant work on rapport (Fatima et al, 2015) reveals its mediation role between commitment and satisfaction relationship considering commitment as an antecedent.…”

Section: Introductionsupporting

confidence: 62%

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The dynamic role of rapport on satisfaction–commitment relationship

Fatima

Mascio

Quazi

et al. 2020

IJBM

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PurposeThis study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using three alternative models. It also verifies the moderation effect of relationship age on the rapport-satisfaction link in each alternative model.Design/methodology/approachThe survey data collected from bank customers were analyzed using structural equation modeling (SEM) with the partial least square (PLS) method.FindingsResults confirmed rapport as a significant mediator between satisfaction and each of the three types of commitment. Relationship age significantly moderates the links between rapport to affective and normative commitment but not to calculative commitment.Research limitations/implicationsAdditional findings from “importance–performance analysis” suggest that satisfaction is more import to customers than rapport for developing commitment, so further investigations can reveal the underlying reasons. Also, complementary mediation shows one or more missing mediators, which calls for future research.Practical implicationsManagers need to use rapport strategically with customers in different relationship ages to build different types of commitment. Specific tactics to build rapport and possible long run implications for developing affective, calculative and normative commitment have been discussed in the “note to practitioner” section.Originality/valueUsing “broaden-and-build” theory, the study extends the literature by confirming the mediation influence of rapport on satisfaction and three types of commitment relationships.

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Section: Introductionsupporting

confidence: 66%

Section: Introductionsupporting

confidence: 62%

The dynamic role of rapport on satisfaction–commitment relationship

Fatima

Mascio

Quazi

et al. 2020

IJBM

Self Cite

View full text Add to dashboard Cite

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“…Several factors affect EE, as explained by Edwards (1991) person job (P-J) and person-organization (P-O) fit at the workplace (Chung, 2016). EE has become imperative for organizations, as by engaging employees, organizations can better cope with modern problems (Fatima et al, 2020). EE is a planned and intentional approach and develops from employees' behavioral outcomes.…”

Section: Mediating Role Of Eementioning

confidence: 99%

Corporate social responsibility and employees' voluntary pro‐environmental behavior: The role of organizational pride and employee engagement

Raza

Farrukh

Iqbal

et al. 2021

Corp Soc Responsibility Env

188

153

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Despite the growing significance of pro-environmental behavior in the hospitality industry, empirically derived insights into its predictors and outcomes remain unexplored. Drawing upon the theory of social exchange and social identity theory, this study investigates the impact of hotels' employees' perception of corporate social responsibility (CSR) activities on employees' voluntary pro-environmental behavior (VPEB). The authors also examine the mediating roles of organizational pride and employee engagement (EE). Moreover, the moderating role of empathy is also investigated in the relationship between CSR and VPEB. We investigated our theoretical framework through a survey of 336 employees of selected luxury hotels in Pakistan. Findings reveal that CSR directly affects VPEB. Further, the parallel and sequential mediation of EE and organizational pride is also confirmed between CSR and VPEB. Moreover, empathy moderates the relationship between CSR and VPEB.Theoretical and managerial implications are discussed at the end.employee engagement, organizational pride, perception of corporate social responsibility, voluntary pro-environmental behavior | INTRODUCTIONRecently, a lot of attention has been given to corporate social responsibility (CSR), and several scholars attempted to comprehend this notion in different fields such as organizational behavior, marketing, and human resource management literature Farooq & Salam, 2020; Raza et al., 2020a). In the past two decades,

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“…Chaudhary and Akhouri [64] posit that W.E is a precursor for employees to be engaged in different extra-role behaviors. Along with the passage of time, W.E has emerged as a very important phenomenon for organizations, given that, by involving employees, organizations are better able to solve different challenges encountered by businesses in recent times [65]. Engaged employees are expected to be fully absorbed in their work and engage themselves in behaviors that promote overall organizational efficiency.…”

Section: Csr and Work Engagementmentioning

confidence: 99%

“…W.E has received increasing interest from researchers recently, and remains a very important and timely issue as it is considered to be the most important factor in occupational well-being [74]. W.E is important for organizations, given that through engaged employees, organizations are able to cope with the current challenges [65]. W.E is one of the most important factors in the success of any organization.…”

Section: Work Engagement and Pro-environmental Behavior Of Employeesmentioning

confidence: 99%

An Examination to Explain the Mechanism of Employees’ Environment-Specific Behavior through CSR and Work Engagement from the Perspective of Stewardship Theory

Wei

Sial

Comite

et al. 2021

IJERPH

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Corporate social responsibility (CSR) has emerged as an imperative for every sector globally. Yet, for a long time, the concept of CSR has been regarded from an organizational perspective. However, the importance of CSR in shaping the extra-role behavior of employees, such as their pro-environmental behavior (PEB-E), has been under-explored in the literature. Against this backdrop, the current study aims to investigate the impact of CSR on PEB-E with the mediating effect of work engagement (W.E) in the context of a emerging country. The study also employs stewardship theory as an alternate theory to explain the proposed relationships. The data of the current study were obtained from SME sector through a self-administered (paper-and-pencil method) questionnaire. A random sample of employees (n = 398) from different SMEs was selected and analyzed through structural equation modeling. The results of the current survey revealed that CSR directly and indirectly, via W.E, predicts PEB-E positively. The findings of the current study will be helpful for policymakers to understand that well-planned CSR activities, not only create positive repute for an SME, but also provide the underlying justification to its employees to be engaged in different environment-specific behaviors.

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Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness

Cited by 23 publications

References 75 publications

The dynamic role of rapport on satisfaction–commitment relationship

The dynamic role of rapport on satisfaction–commitment relationship

Corporate social responsibility and employees' voluntary pro‐environmental behavior: The role of organizational pride and employee engagement

An Examination to Explain the Mechanism of Employees’ Environment-Specific Behavior through CSR and Work Engagement from the Perspective of Stewardship Theory

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