Linking organizational service orientation to retailer profitability: Insights from the service-profit chain

Briggs, Elten; Deretti, Sandro; Kato, Heitor Takashi

doi:10.1016/j.jbusres.2018.08.038

Cited by 46 publications

(39 citation statements)

References 54 publications

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“…In addition, customers may also perform citizenship behaviors to improve the services they receive, and maximize the benefits they reap from service transactions (Choi & Lotz, 2018), such as giving feedback and suggestions. Organizational service orientation means prioritizing the interests of customers; this service orientation was viewed as an aspect of the broader climate of the organization, policies, practices, and procedures in an organization, delivering the concern of enterprises for services, which will have positive impacts on service experiences (Briggs et al, 2019). Commodity-related support lay the foundation a successful service value realization and inevitably influence customers' evaluation of service experiences (Padhi & Aggarwal, 2011).…”

Section: Service Climate and Customer Citizenship Behaviormentioning

confidence: 99%

Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

Qiu

Wang

2021

Sage Open

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This study expanded the research on service climate to the perspective of customers in the hospitality context and explicated the influence mechanism of service climate on customer citizenship behavior. Service climate traditionally perceived by employees has been well studied, but only limited studies focused on the customer perspective service climate. Based on the existing literature, customer perceived service climate in the hospitality industry was operationalized and its influence on customer citizenship behavior was proposed. After the measurement purification with exploratory factor analysis based on the pilot data using IBM SPSS 20, data collection was conducted in the hotels in Wuhan, China. A total of 432 valid questionnaires were collected and the data were analyzed for hypotheses testing, using Mplus 7.4. The research results indicate that each factor of customer service climate has a positive impact on customer citizenship behavior, with the strength of effects being different. Customer psychological empowerment plays a partial mediating role between some factors of service climate and customer citizenship behavior. The findings provide implications for service enterprises in terms of service climate design and customer citizenship behavior facilitation.

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Section: Service Climate and Customer Citizenship Behaviormentioning

confidence: 99%

Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

Qiu

Wang

2021

Sage Open

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“…Basically, CFA demonstrates whether factors indicate a good fit to the data (model fit) (Lin et al, 2018), and checks whether reliability and validity score is up to the mark (Troester and Quaquebeke, 2020). The values of model fit indices for the current study, such as root mean square error of approximation (RMSEA) 0.62 < 0.8, minimum discrepancy per degree of freedom (CMIN/ DF) = 3.43, comparative fit index (CFI) = 0.927 ≥ 0.90, confirm that structural model is a good fit to data (Lubatkin et al, 2006;Kenny et al, 2014;Thaichon et al, 2014;Caputo et al, 2019;Briggs et al, 2020). Furthermore, reliability and validity are also part of the measurement model used to test the measurement model.…”

Section: Confirmatory Factor Analysis (Measurement Model)mentioning

confidence: 52%

Humor of the Leader: A Source of Creativity of Employees Through Psychological Empowerment or Unethical Behavior Through Perceived Power? The Role of Self-Deprecating Behavior

et al. 2021

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Although we use humor in our daily communication, there still needs to cognize its effects on the attitudes and behavior of the employees. Based on benign violation theory (BVT), the study proposes that leader's humor (LH) conveys social information about counter norms. The BVT has been amalgamated with social information processing theory (SIPT) to develop hypotheses assuming the consequences of LH on the attitude and behavior of the employees. This study hypothesizes that even though LH is linked positively with employee creativity via leader-member exchange and psychological empowerment in sequence (blessing path), it may also send information to the employees about the acceptability of norm violation. This perception ultimately leads to power perception and, causes unethical behavior in the series (curse path). Moreover, this study also postulates that leader's self-deprecating humor (LSDH) moderates these indirect effects by enhancing the blessing and reducing the curse, which emerged from LH. Quantitative data of 630 software engineers from software houses based in Pakistan provided support to test the hypotheses. The results demonstrate that LH is a double-edge sword that enhances blessing (creativity) as well as curse (employee unethical behavior), whereas LSDH augments the blessing and throttles back the curse. Theoretical and managerial implications have also been discussed.

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“…Altman proposed a comprehensive indicator to assess the financial situation of the company and the likelihood of its bankruptcy (Altman, 1968). Other authors (Moorman and Rust, 1999;Ramaswami et al, 2009;Briggs et al, 2020) point out that the use of financial ratios to assess a company's performance can provide a number of benefits, the most important of which are the measurement of the performance of individual organisations and the performance of their managers or the forecasting of performance on the basis of historical data (Ross et al, 2006). Currently, the authors of most of the papers on issues of proper analysis of financial performance and anticipation of potential bankruptcies, indicate the usefulness of unique sets of financial indicators in predicting the poor financial situation of enterprises (Kumar and Ravi, 2007;Olson et al, 2012;Almansour, 2015).…”

Section: Theoretical Issues Of Financial Performance Assessmentmentioning

confidence: 99%

“…This shows a research gap which this article addresses. According to some authors (for example, Moorman and Rust, 1999; Ramaswami et al , 2009; Briggs et al , 2020), the assessment of the financial situation is reduced to a subjective answer to several questions in the research questionnaire, which may not correspond to the facts. Conducting research on the financial statements of a large group of companies and comparing the results with a reference group is a difficult task in practice, as it requires the acquisition of specific financial data.…”

Section: Theoretical Issues Of Financial Performance Assessmentmentioning

confidence: 99%

Does insourcing of processes pay off?

Grela

Hofman

2021

JGOSS

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Purpose This study aims to examine whether insourcing of processes pays off and verifies key hypotheses regarding the financial ratios of organisations. Design/methodology/approach This paper randomly selects and then surveys 1996 organisations, of which 9.5% (190) stated that they used insourcing, 1.9% (37) made a decision to implement insourcing in the near future and 88.6% did not use insourcing. Then, for available firm data (100 insourcing firms and 100 firms without it), the financial statements of the surveyed companies were obtained to compare the most important financial ratios. The financial situation was compared at four-time points. The mean and median values of individual indicators were compared with the significance of relevant statistical tests. Findings A U-shaped curve of financial results in the time of enterprises that implemented insourcing and reverse U-shaped curve for enterprises that did not have insourcing are seen. Thus, the insourcing of processes pays off in the long run. Research limitations/implications Limitations exist in the generalisation of the results obtained, due to the limited number of samples qualified for analyses (limited reliable financial data). Practical implications The research highlights the importance of effective insourcing projects in the long term. Originality/value This study is the first to quantify the financial performance of companies that have used insourcing in comparison with a reference group. This paper defines insourcing and contributes to the growing number of studies on insourcing by bringing attention to the financial outcomes in the long run.

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Linking organizational service orientation to retailer profitability: Insights from the service-profit chain

Cited by 46 publications

References 54 publications

Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

Stimulating Customer Citizenship Behavior With Service Climate: The Mediating Role of Customer Psychological Empowerment

Humor of the Leader: A Source of Creativity of Employees Through Psychological Empowerment or Unethical Behavior Through Perceived Power? The Role of Self-Deprecating Behavior

Does insourcing of processes pay off?

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