Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes

Yang, Jaewan; Kim, Young-Sang; Kim, Peter Beomcheol

doi:10.1016/j.tourman.2021.104385

Cited by 19 publications

(14 citation statements)

References 74 publications

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“…Second, this study sought to identify an indirect effect of life satisfaction on customer satisfaction through service-oriented OCB, and this was supported by the results. The mediating role of service-oriented OCB on the life satisfaction–customer satisfaction link resonates with previous research which found that life satisfaction can predict organizational citizenship behavior [ 17 ] through job satisfaction [ 16 , 18 ] and then predict customer service quality [ 26 , 27 , 28 ].…”

Section: Discussionsupporting

confidence: 84%

“…Furthermore, organizational citizenship behavior is vital for promoting customer service quality [ 26 ]. For example, organizational citizenship behavior can improve customer satisfaction [ 27 , 28 ] and customer loyalty [ 72 ]. The main reason is that no one can specify the full range of duties a service employee might have to perform in response to unpredictable customer requests [ 74 , 75 ].…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Moreover, according to the COR theory, individuals possessing rich job resources are more likely to be highly engaged in work [ 20 , 21 , 22 , 23 ] and thus demonstrate more organizational citizenship behavior [ 24 , 25 ]. In addition, service-oriented OCB is vital for customer service quality [ 26 , 27 , 28 ]. Therefore, it is theoretically and practically important to investigate whether and how service-oriented OCB affects the relationship between life satisfaction and customer satisfaction.…”

Section: Introductionmentioning

confidence: 99%

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The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate

Luan

Wang

2022

Behavioral Sciences

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In the field of organizational management, research on employees’ life experiences is insufficient. It remains unclear how employees’ non-work experiences affect customer service quality. Building on the spillover theory (an individual’s experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee’s life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees’ overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.

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Section: Discussionsupporting

confidence: 84%

Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate

Luan

Wang

2022

Behavioral Sciences

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“…Motivation is a psychological condition resulting from the interaction. Employee needs and external factors that affect an employee's behavior (Yang et al, 2021). Motivation is a mental state and human attitude that provides energy encourages activity and directs behavior towards satisfying needs.…”

Section: Work Motivation Theorymentioning

confidence: 99%

Work Motivation and Organizational Culture on Work Performance: Organizational Citizenship Behavior (OCB) as Mediating Variable

Widarko

Anwarodin

2022

GRHRM

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The purpose of this study was to analyze the effect of work motivation, organizational culture, organizational citizenship behavior on civil servant (ASN) performance. The sample size is 236 ASN respondents from Blitar Regency, East Java Province, Indonesia. The sampling method used is stratified proportional random sampling, which involves taking samples from the existing area and selecting progressively smaller or larger sizes. After that, it is calculated using Random Sampling using the Slovin Formula. The study stated that motivation directly affects organizational citizenship behavior (OCB). Employees with high intrinsic motivation impact organizational citizenship behavior (OCB) better because they show an attitude of working more than other employees as a form of their perspective of responsibility. Organizational culture has no direct effect on organizational citizenship behavior (OCB). Motivation directly affects performance. ASN performance is directly affected by organizational citizenship behavior. The role of OCB in mediating organizational culture on performance is not fully capable of intervening. The results of this study support the theoretical implications, namely the stronger organizational citizenship behavior (OCB), and supported by good employee work motivation; work behavior will increase. Apart from that, managerially, management can benefit from the results of this study by utilizing a combination of variables.

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“…One of the businesses that use a digital wallet in the smooth running of their business is a franchise business. Franchising is essential in economic development because it can create jobs, reduce poverty and contribute to innovation (Gim et al, 2019;Yang et al, 2021). A business Franchise or franchise is a business that is in great demand and provides considerable benefits because the management system has been tested before and is ready to be implemented in a new business location.…”

Section: Introductionmentioning

confidence: 99%

Technology Acceptance Model Factors: Implications on Digital-Wallet on Interest to Buy in Franchise Business

Farida¹,

Ardiansyah²

2022

GRMAPB

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This study aimed to determine the effect of perceived usefulness and perceived ease of use of digital wallets on buying interest in the franchise in Bone Regency. The type of research used is quantitative research—data analysis techniques using multiple linear regression analysis accompanied by T-test and F-test. The calculation process uses SPSS 23. The test results are based on the F-test of perceived usefulness, and perceived ease of use of digital wallets influences buying interest because the significant value is smaller than 0.05. Then, based on the T-test of the perceived usefulness of digital wallets on buying interest, because the significant value is smaller than 0.05 (0.000 <0.05), the variable perceived ease of use of digital wallets does not affect purchase stake because the significant value is greater than 0.05 (0.638 > 0.05). So only perceived usefulness is very influential on buying interest in franchises in Bone Regency, South Sulawesi Province, Indonesia. Based on the results and discussion of the research that has been described, the researchers would like to suggest that Franchise companies reconsider the aspects of Perceived Usefulness and Perceived Ease of Use to increase consumer buying interest so that the company can survive during business competition.

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Pushing forward high-performance work systems in the hotel industry: A procedural-justice climate to promote higher unit-level outcomes

Cited by 19 publications

References 74 publications

The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate

The Spillover Effect of Life Satisfaction on Customer Satisfaction: The Mediating Role of Service-Oriented Organizational Citizenship and the Moderating Role of Competition Climate

Work Motivation and Organizational Culture on Work Performance: Organizational Citizenship Behavior (OCB) as Mediating Variable

Technology Acceptance Model Factors: Implications on Digital-Wallet on Interest to Buy in Franchise Business

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