Validación de la escala de comportamiento ciudadano de consumidores de servicios educativos

Orozco, Francisca Cecilia Encinas; Cavazos‐Arroyo, Judith

doi:10.1016/j.cya.2016.03.001

Cited by 4 publications

(5 citation statements)

References 34 publications

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“…In such a situation they could give voluntary recommendations to other customers and thus transform themselves into promoters, extra-role performance that provides extraordinary value to the firm, but is not necessarily required to develop the service education (Encinas Orozco and Cavazos Arroyo, 2016;Zablah et al, 2016). CCB has been measured by eight dimensions (Groth, 2005;Encinas Orozco and Cavazos Arroyo, 2016): positive word of mouth, suggestions for improving service, supervision of other consumers, active voice, benevolent acts in the provision of service, display of affiliation relations, flexibility and participation in the school's activities. For the current study only the positive word of mouth dimension was used, measured by the net promoter score (NPS).…”

Section: Promoter Citizenship Behaviourmentioning

confidence: 99%

“…Future research includes the other seven dimensions for CCB mentioned by Encinas Orozco et al (2016): suggestions for improving service, supervision of other consumers, active voice, benevolent acts in the provision of service, display of affiliation relationships, flexibility and participation in activities of the school (in this study it was considered only the word of mouth to evaluate CCB as a PCB). Other variables that will be considered are student's self-efficacy, student's performance, service climate, transformational leadership and teacher's engagement.…”

Section: Limitations and Future Directionsmentioning

confidence: 99%

“…Citizenship behaviour is a variable that has received much attention in recent research (Abdullah et al, 2016;Encinas Orozco and Cavazos Arroyo, 2016;Chan et al, 2017;Srivastava, 2017). Two kinds of citizenship behaviours are organisational citizenship behaviour (OCB) and customer citizenship behaviour (CCB).…”

Section: Introductionmentioning

confidence: 99%

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Self-efficacy and job satisfaction as antecedents of citizenship behaviour in private schools

Soto

Rojas

2019

IJMIE

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This study evaluates the citizenship behaviour of customers and employees from a private school and aims to identify if variables like teachers' self-efficacy and job satisfaction precede such a behaviour. The study was developed in the teaching field, where parents are considered as customers, teachers are employees from private schools that teach 6 to 18 years old students. The method consists of personal surveys applied to teachers and parents in order to measure their perceptions and opinions. The quantitative analysis applied was structural equation modelling. Results confirmed a positive and significative relationship between teachers' self-efficacy, job satisfaction, organisational citizenship behaviour (OCB) and promoter citizenship behaviour. The study revealed that it is more probable that if a school has teachers showing a good level of self-efficacy, intrinsic job satisfaction and OCB, customers will be more satisfied and would recommend their private school to friends and relatives.

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Section: Promoter Citizenship Behaviourmentioning

confidence: 99%

Section: Limitations and Future Directionsmentioning

confidence: 99%

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Self-efficacy and job satisfaction as antecedents of citizenship behaviour in private schools

Soto

Rojas

2019

IJMIE

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“…Population growth for this state in the corresponding years is equivalent to 3 per cent for the generations of middle school students and 19 per cent for the high school ones (INEGI, 2010). In this context the need arises to align individual efforts, guiding them to organizational results, to raise the competitiveness of private schools (Orozco et al , 2016).…”

Section: Introductionmentioning

confidence: 99%

Factors to improve job performance and school effectiveness

Soto-Pérez

Sánchez-García

Núñez-Ríos

2020

IJEM

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PurposeIdentify some of the most relevant factors that trigger a private school's workforce to foster a sustainable competitive advantage by reinforcing the intrinsic job satisfaction and the levels of teacher self-efficacy, engagement and job performance.Design/methodology/approachSurveys were applied to private school teachers to assess their perception concerning the studied variables, data were tested at a confirmatory level using the partial least squares path modelling (PLS-PM).FindingsTeachers with a high sense of self-efficacy and possessing elevated intrinsic satisfaction tend to be highly productive and results-oriented. Intrinsic job satisfaction is a key factor that influences more than extrinsic job satisfaction in the previously mentioned relationship.Research limitations/implicationsAlthough the obtained results are constrained and apply to the Mexican context, we suggest that virtual limitation can be overcome by extending the study due to the proposed construct that can be applied in other regions or organizations.Practical implicationsPrincipals will need to develop mainly the intrinsic job satisfaction in the teaching staff, to improve the job and organizational performance. This should be accompanied, secondly, by factors that encourage extrinsic satisfaction such as fair pay or recognition.Originality/valueOpen up an alternative explanation, based on the evidence of this study, to the theory of social exchange, since the factor that most influences teacher’s citizenship behaviours is not extrinsic but intrinsic satisfaction. That is, it is not what the employee receives from the institution, but what the employee does or gives to the institution the source of satisfaction that will encourage greater job performance.

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“…Es decir, es la forma de conllevarse, accionar o reaccionar frente a un determinado medio cultural y social. El comportamiento es una rama multidisciplinaria que se apega a muchas ciencias, tal es el caso del estudio del comportamiento del consumidor en el marketing (Encinas y Cavazos, 2016), el estudio del comportamiento de las abejas en la Apicultura (Vásquez, Mestanza y Alarcón, 2016), o el estudio del comportamiento organizacional en las empresas (Griffin, Phillips y Stanley, 2017). Sin embargo, la ciencia que ha aportado en mayor término al estudio de este aspecto es la Psicología, específicamente la Psicología norteamericana, denominada Psicología conductista.…”

Section: Comportamientounclassified

Coaching Educativo: Transformación conductual en estudiantes de bachillerato

Silva

Miranda

2021

Podium

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El presente trabajo tiene como objetivo analizar el efecto que tiene el coaching educativo en el comportamiento del educando de bachillerato de una secundaria particular de Guayaquil. En este estudio se requirió de profesionales de la Psicología, certificados en coaching. La investigación presenta un enfoque cualitativo, con un diseño experimental de estudio de caso, de tipo longitudinal. Una de las herramientas utilizadas fue la META que permite lograr una adecuación de los objetivos del sujeto que la aplica. La muestra estuvo conformada por aquel educando que se encuentra en los tres últimos años de bachillerato; quienes tienen una edad promedio de 15 a 17 años y una baja significativa en sus índices conductuales. Lo resultados denotaron una mejora significativa en su conducta, optimizándose en un 20%. Como conclusión se tiene que esta metodología, tiende a liberar el potencial del estudiante logrando una transformación positiva en su conducta.

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Validación de la escala de comportamiento ciudadano de consumidores de servicios educativos

Cited by 4 publications

References 34 publications

Self-efficacy and job satisfaction as antecedents of citizenship behaviour in private schools

Self-efficacy and job satisfaction as antecedents of citizenship behaviour in private schools

Factors to improve job performance and school effectiveness

Coaching Educativo: Transformación conductual en estudiantes de bachillerato

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