Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

Lau, Patricia Yin Yin; Tong, Jane; Lien, Bella Ya‐Hui; Hsu, Yu-Ting; Chong, Chooi Ling

doi:10.1016/j.jretconser.2016.11.004

Cited by 96 publications

(100 citation statements)

References 78 publications

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“…As it is known, for the policy to follow, it has to be approved from the top administration of the organization and must be published for customers to know about it. This is in agreement with [35], who trust that the organizational strategy that strives to achieve excellent customer service requires a translation of human resource policies into customer-oriented service practices. The two administrators or policy makers at Social Services Department are good at their work but how can the practice that is followed can be considered as a good practice, if it is not written and published for staff and customers?…”

Section: Finding Of the Studysupporting

confidence: 81%

See 1 more Smart Citation

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Saleem¹

2019

JOEBM

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Universities around the world offer a variety of services and deal with a large number of customers. To guarantee customers' loyalty, they have to use a strategy call "Customer Relationship Management "CRM". This strategy has four components and a university has to follow each of the four components, if they want to be successful with customers. This study was conducted at the Department of Social Services in the Deanship of Student Affairs (DSA) at Sultan Qaboos University in Oman (SQU). The study aims to answer the following question "What is the reality of the use of CRM at social services Department of DSA?" The study used interview as a research tool for data collection. The interview was conducted with 24 employees of the Department of Social Services at Deanship of Students Affairs.

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Section: Finding Of the Studysupporting

confidence: 81%

“…In addition, it offers transportation for the students who live in Muscat. The students from all over Oman who come from low income families are also given an additional 35 Omani Riyal (OMR). In addition, the students get free of charge medical service and free of charge catering for two to three meals a day.…”

Section: Background To the Studymentioning

confidence: 99%

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Saleem¹

2019

JOEBM

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“…So, employees thriving at work will be decreased. Employees who received coaching from their direct managers, they will feel learning and positive feelings and have the vigor and enthusiasm; but POP will change these learning and positive feelings in negative views about the manager and the organization (Lau, Tong, Lien, Hsu, & Chong, 2017), which modifies the relationship of managerial coaching and thriving at work.…”

Section: Resultsmentioning

confidence: 99%

Impact of Managerial Coaching on Organizational Citizenship Behavior: The Mediation and Moderation Model

Raza¹,

Ali²,

Ahmed³

et al. 2018

IJOL

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Keywords:To fill the research gap of scarce literature and effectiveness of managerial coaching, this study attempts to examine the influence of managerial coaching on employee organization citizenship behavior through the mediating effect of thriving at work and moderating effect of perception of organizational politics between managerial coaching and thriving at work. Data was collected from the employees working in the pharmaceutical sector in Lahore, Pakistan. By using structural equation modeling (SEM) analysis technique with 361 workers' sample, results indicate that managerial coaching is positively correlated with thriving at work, OCB-I and OCB-O and thriving at work mediate the relationship of managerial coaching and organizational citizenship behavior. The results also exhibit that the relationship between managerial coaching and thriving at work is moderated by the perception of organizational politics. Furthermore, the practical implications of this study are further discussed.

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“…Mediating variables: to gauge the extent of perceived organizational support, eight items were adopted from Eisenberger et al (1986). Dependent variables: to capture the extent of employees affective commitment to the organization, we used a five-item scale adopted from Lau et al (2017).…”

Section: Methodsmentioning

confidence: 99%

Exploring the Link Between Socially Responsible HRM and Affective Commitment of Employees in Ethiopian Context

2019

EJBM

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This investigation focuses on the impacts of socially responsible human resource management (SR-HRM) methods on affective commitment (AC) as well as the intervening impact of perceived organizational support (POS) for this association. Primary data depending on 555 respondents owned by various socially responsible companies within in Ethiopia were gathered. The data were analyzed with Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS to determine the hypothesized connections concerning socially responsible-HRM and affective commitment.The outcomes have uncovered that the employees' perceptions of socially responsible human resource management (SR-HRM) practice impact affective commitment indirectly via perceived organizational support in Ethiopian setting. This research enhances the literature by analyzing the causal association concerning socially responsible HRM practices and employees' affective commitment in developing country context.

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Ethical work climate, employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

Cited by 96 publications

References 78 publications

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Impact of Managerial Coaching on Organizational Citizenship Behavior: The Mediation and Moderation Model

Exploring the Link Between Socially Responsible HRM and Affective Commitment of Employees in Ethiopian Context

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