Role of internal marketing in Australian higher education sector: age, gender and job level as moderators

Asif, Sidrah; Fatima, Johra Kayeser; Johns, Raechel

doi:10.1080/08841241.2022.2049951

Cited by 4 publications

(3 citation statements)

References 75 publications

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“…While social exchange theory is widely applied in various contexts such as buyer–supplier relationships in the supply chain (Ambrose et al , 2010), psychological contracts (Kingshott, 2006), contact drafting in buyer–supplier relationships (Stefan and Inge, 2005) and strategic flexibility (Young-Ybarra and Wiersema, 1999), investigating customer–service provider relationships with team-level constructs (such as team alignment and team performance) has not been much investigated, especially in the digital transformation context. A few past attempts on digitalization of businesses using social exchange theory (Salo et al , 2020; Asif et al , 2022) attempted to explain today’s changing business scenario. For instance, social exchange has positive impact on cooperating parties in the digital context, despite the fact that they may be socially distanced.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In such a context, social exchange theory is a suitable one as it focuses on the economic view and relates social relationships (as a series of social exchanges) using relational cost and benefits (Lambe et al, 2001;Jeong and Oh, 2017). Social exchange theory (Blau, 1964) has been used in explaining relational constructs (Lasrado et al, 2022;Asif et al, 2022), such as customer-provider relationship, trust and commitment, which in the early literature constituted the platform to explore long-term, successful relationship development among the relevant parties. However, only a few studies are articulating how these relational constructs (i.e.…”

Section: Introductionmentioning

confidence: 99%

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Antecedents of team alignment for team performance: length of relationship as a moderator

Jadhav

Fatima

Quazi

2023

JBIM

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Purpose While scholarly attention has mainly focused on team-level or relational constructs for the success of team performance, understanding the inter-play between these two streams of research remains limited in digital transformation projects. Borrowing from social exchange theory, this study aims to explore the antecedents of team alignment leading to team performance with mediation effects of trust, commitment and customer–service provider relationship. The moderating role of relationship length was also examined. Design/methodology/approach Data was collected using a survey of 180 employees working on digital projects in B2B context, mostly in the Indo-Pacific region, specifically Singapore, Indonesia, Malaysia and India. Partial least squares method with multi-group analyses and bootstrapping method were used to analyze the data. Findings Findings show that customer control and team capability are the strongest antecedents of team alignment, and inter-play between the customer–provider relationship with team-level constructs is also significant. Relationship length has higher level of moderation impact on trust–team performance link compared to commitment–team performance relationship. Research limitations/implications The study considers moderation impact of relationship length on trust, commitment and team performance but not other constructs. Also, gender ratio is skewed in the data set. Practical implications Digital transformation practitioners need to be aware of relational constructs (not only team-level constructs) when designing successful long-term digitalization strategies for organizations. Originality/value This study is one of the first to document the inter-play between team alignment and relational constructs (such as trust, commitment, and customer–service provider relationship), with moderation impact of relationship length leading to team performance in digital transformation projects.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Antecedents of team alignment for team performance: length of relationship as a moderator

Jadhav

Fatima

Quazi

2023

JBIM

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“…Furthermore, the social exchange theory indicates that for people to make decisions, they depend on an "exchange" for a particular reward (Thibaut and Kelley, 2017). Based on this theory, previous studies have identified that employees weigh their job positions as reciprocity to determine the level of commitment to the firm (Asif et al, 2022). Thus, it can be seen that existing literature exhibits differences in hospitality employee work behavior according to their job level (Jung and Yoon, 2014;Oh et al, 2021); for example, it has been found that hospitality employees at different job levels may demonstrate different attitudes and behavior towards corporate social responsibility Technology adoption (Oh et al, 2021), environmental behaviors (Chou, 2014) and turnover (Tracey and Hinkin, 2008).…”

Section: 3mentioning

confidence: 99%

Hospitality employees’ technology adoption at the workplace: evidence from a meta-analysis

Guo

Zhu²,

Lin³

et al. 2022

IJCHM

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Purpose This research aims to use meta-analytical structural equation modeling to look into how hospitality employees use technology at work. It further investigates if the relationship between the constructs of the technology acceptance model (TAM) is moderated by job level (supervisory versus non-supervisory) and different cultures (eastern versus western). Design/methodology/approach In total, 140 relationships from 30 empirical studies (N = 6,728) were used in this study’s data analysis in accordance with the preferred reporting items for systematic reviews and meta-analysis. Findings The findings demonstrated that perceived usefulness had a greater influence on “user attitudes” and “acceptance intention” than perceived ease of use. This study also identified that the effect sizes of relationships among TAM constructs appeared to be greater for supervisory employees or in eastern cultures than for those in non-supervisory roles or western cultures. Practical implications The findings provide valuable information for practitioners to increase the adoption of employee technology. Practitioners need to focus on the identification of hospitality employee attitudes, social norms and perceived ease of use. Moreover, hospitality practitioners should be cautious when promoting the adoption of new technologies to employees, as those at different levels may respond differently. Originality/value This is the very first empirical investigation to meta-analyze the predictive power of the TAM in the context of hospitality staff technology adoption at the workplace. The findings also demonstrated differences in the predictive power of TAM constructs according to job level and cultural differences.

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Changing Nature of Consumer Values Toward Negative Word of Mouth: Voice and Risk Avoidance as Moderators

Wako,

Fatima,

Johns

2024

J of Consumer Behaviour

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Given the increasing role of word of mouth (WOM), and primarily the impact of negative WOM on the decision‐making of today's retail consumers, it is essential to understand the changing nature of consumer values (monetary, functional, emotional and social), emotion and attitude toward negative WOM. The current study's data were collected using two online surveys in 2015 and 2019, with 290 participants in Study 1 and 201 in Study 2. The intention behind using two different time points over a 4‐year span was to capture the differences in consumers' views over the two periods. The study's findings suggested that social and emotional values remained unchanged; however, monetary and functional values changed over time. Interestingly, attitudes altered toward complaining, although the relationships between taking external action and negative WOM were unchanged in both studies. Consumers raising their voice and consumers' risk‐taking attributes were found to be significant moderators in Study 1 but not in Study 2. The findings provide useful insights into the negative WOM literature and have implications for marketing practitioners, as highlighted in the paper's conclusion.

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Role of internal marketing in Australian higher education sector: age, gender and job level as moderators

Cited by 4 publications

References 75 publications

Antecedents of team alignment for team performance: length of relationship as a moderator

Antecedents of team alignment for team performance: length of relationship as a moderator

Hospitality employees’ technology adoption at the workplace: evidence from a meta-analysis

Changing Nature of Consumer Values Toward Negative Word of Mouth: Voice and Risk Avoidance as Moderators

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