Understanding the Interrelationship Between Culture of Quality, Employee, and Organizational Performance

Kumar, Vikas; Yu, Han; ong, Ngan Tr; Hoang, Nhu; Upadhyay, Arvind

doi:10.31387/oscm0440282

Cited by 13 publications

(8 citation statements)

References 43 publications

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“…A new direction in modern VCCs encourages customers to participate in the service delivery process (Upadhyay et al, 2021). In order to improve service delivery, VCCs must develop a quality culture that will impact the organization's and employees' performance (Kumar et al, 2020). Efforts should also be directed toward green activities and be aligned with the VCCs' operational improvement measures (Kumar et al, 2019).…”

Section: Service Qualitymentioning

confidence: 99%

Empirical benchmarking of virtual service centers' service quality: a case of a large telecom service provider in India

Kukreti

Ganguly

Samad

2023

IJQRM

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PurposeThis paper aims to present a hybrid approach to measure the efficiency of virtual contact centers (VCCs) started during the pandemic and benchmark them for service performance. The results are used to plot the VCC's efficiency score (performance) and customer perception (Importance) to propose appropriate strategies.Design/methodology/approachUsing the survey method, 854 responses were collected from customers who used VCC services during the pandemic. This data was then employed to assess the performance of VCCs using SERVPERF and DEA methods, followed by the development of the model for performance analysis.FindingsResults reveal the ranking of different VCCs started during the pandemic for the telecom company using SERVPERF and DEA methods. Further, the performance analysis model highlighted the strategies appropriate for each VCCs.Practical implicationsThe findings add to the body of knowledge on how multiple service units of a large organization can assess service efficiency utilizing a combination of SERVPERF-DEA. The present work also contributes to the performance analysis field by proposing a model to assess the service centers and provide improvement guidelines.Originality/valueThe work is one of the first to assess the service efficiency of the VCCs started during the pandemic by using a unique hybrid approach of SERVPERF and DEA. This approach provides a direction to whom to benchmark and to what degree service quality should be improved. Further, the study proposes a unique performance analysis model based on performance scores and customer perception.

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Section: Service Qualitymentioning

confidence: 99%

Empirical benchmarking of virtual service centers' service quality: a case of a large telecom service provider in India

Kukreti

Ganguly

Samad

2023

IJQRM

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“…Peer involvement can help develop cooperation activities around the organization’s environmental goals [ 91 ]. Environmentally aware collaboration is supposed to significantly decrease waste and improve an organization’s environmental performance [ 92 , 93 ]. For example, [ 94 ] indicate that organizations can only achieve the proactive stage of environmental management when teams embrace pro-environmental thinking.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The mediating role of green innovation and green culture in the relationship between green human resource management and environmental performance

et al. 2022

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There is evidence in the literature that green HRM practices improve environmental profitability. On the other hand, existing research has failed to explain how GHRM can support the development of a green culture and green innovation influence the firm’s environmental performance and long-term growth. This study investigates the relationship between GHRM, green culture, green innovation, and a firm’s environmental performance. In addition, the study examines the mediating role of green culture and green innovation in the relationship between GHRM and environmental performance. This research conducts a large-scale study of 290 employees from Manufacturing firms in Malaysia. The research results provide managers with a better knowledge of how GHRM helps develop sustainable culture and green innovation and how these elements contribute to the improvement of environmental performance inside the organization. This study also makes a significant contribution in terms of novelty and research relevance by demonstrating that green culture and green innovation positively mediate the relationship between GHRM and environmental performance in a sustainable manner. Managers will understand the GHRM required to develop an ecologically conscious culture and promote green innovation among environmentally conscious employees. Finally, we highlighted the importance of this study for top management in the sense of mediating the role of green culture and green innovation and the consequences for future generations of responsible managers who will acquire this knowledge.

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“…Moreover, the internal characteristics of firms may also affect their performance [ 7 ] and their internationalization process. For example, the internal factors concerning ‘inexperienced exporters’, such as lack of digital capability, may also discourage firms from approaching digital platforms and the internationalizing process [ 8 ].…”

Section: Introductionmentioning

confidence: 99%

Digital capability and creative capability to boost firm performance and formulate differentiated CSR-based strategy

Bui¹,

Le²

2023

Heliyon

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Understanding the Interrelationship Between Culture of Quality, Employee, and Organizational Performance

Cited by 13 publications

References 43 publications

Empirical benchmarking of virtual service centers' service quality: a case of a large telecom service provider in India

Empirical benchmarking of virtual service centers' service quality: a case of a large telecom service provider in India

The mediating role of green innovation and green culture in the relationship between green human resource management and environmental performance

Digital capability and creative capability to boost firm performance and formulate differentiated CSR-based strategy

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