scholarly journals Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?

2012 ◽  
Vol 76 (6) ◽  
pp. 1-20 ◽  
Author(s):  
Jeroen Schepers ◽  
Tomas Falk ◽  
Ko de Ruyter ◽  
Ad de Jong ◽  
Maik Hammerschmidt
Keyword(s):  
Employee Behavior ◽  
Frontline Employee

scholarly journals Bringing Service Interactions Into Focus: Prevention- Versus Promotion-Focused Customers’ Sensitivity to Employee Display Authenticity

2020 ◽  
pp. 109467052090441 ◽  
Author(s):  
Andreas T. Lechner ◽  
Frank Mathmann
Keyword(s):  
Regulatory Focus ◽  
Service Performance ◽  
Heterogeneous Reactions ◽  
Employee Behavior ◽  
Negative Effects ◽  
Frontline Employee ◽  
Conditional Effect ◽  
Emotion Displays ◽  
Dyadic Field

Despite growing managerial interest in frontline employee behavior, and in display authenticity specifically, customers’ heterogeneous reactions to authentic displays have received little scholarly attention. Drawing on emotion as social information theory, we investigate the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays. The findings show that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers. A dyadic field study details these effects in terms of tipping, and three experiments provide further evidence by experimentally manipulating authenticity and regulatory focus. The conditional effect of authenticity on service performance also is mediated by inferred deception. Specifically, prevention-focused customers interpret inauthentic emotion displays as more deceptive than promotion-focused customers do. Managers should prime customers’ promotion focus using marketing communications before the service delivery when inauthentic displays are likely as well as consider customers’ regulatory focus when designing authenticity training for employees.

scholarly journals Firm’s service orientation, frontline employee behavior and customer participation - A study of short - training services

2016 ◽  
Vol 19 (2) ◽  
pp. 120-131
Author(s):  
Tuan Van Nguyen ◽  
Hau Nguyen Le
Keyword(s):  
Sem Analysis ◽  
Customer Participation ◽  
Service Orientation ◽  
Frontline Employees ◽  
Employee Behavior ◽  
Frontline Employee ◽  
Managerial Implications ◽  
Value Cocreation ◽  
The Impact ◽  
Training Services

This study investigated the impact of a firm’s service orientation on the behaviors of two key service interaction components, i.e. frontline employees and customers for value cocreation in short-training services. Data were collected from 220 trainers in 46 training organizations in HCMC. SEM analysis revealed that firm’s service orientation has substantial effects on both trainee’s participation and trainer’s customer-oriented behavior which in turn, has significant impact on trainee’s participation. Theoretical and managerial implications have been discussed accordingly.

When Frontline Employee Behavior Backfires

2016 ◽  
Vol 19 (3) ◽  
pp. 322-336 ◽  
Author(s):  
Dora E. Bock ◽  
Judith Anne Garretson Folse ◽  
William C. Black
Keyword(s):  
Employee Behavior ◽  
Frontline Employee

PENGARUH KEPEMIMPINAN, KEPUASAN KERJA, QUALITY OF WORK LIFE TERHADAP KINERJA KARYAWAN MELALUI PERILAKU DI HOTEL DINASTI KOTA MAKASSAR

2020 ◽  
Vol 2 (1) ◽  
pp. 35-40
Author(s):  
Hastati Hastati ◽  
Hasanuddin Remmang ◽  
Cahyono Cahyono
Keyword(s):  
Job Satisfaction ◽  
Path Analysis ◽  
Employee Performance ◽  
Descriptive Analysis ◽  
Analysis Data ◽  
Work Life ◽  
Quality Of Work Life ◽  
Employee Behavior ◽  
Quality Of Work

Penelitian ini bertujuan untuk mengkaji, menganalisis menginterprestasi kepemimpinan, kepuasan kerja, Quality of Work Life Terhadap Kinerja Karyawan Melalui Perilaku Pada Hotel Dinasti Kota Makassar. Penelitian ini bersifat deskriftip analisis dengan menggunakan pendekatan kuantitatif dan pendekatan kualitatif. dan metode analisis yang digunakan Analisis Path/ Path Analysis. Data diperoleh dari Hotel Dinasti Kota Makassar dan Responden adalah karyawan. Hasil penelitian ini dapat menemukan bebe-rapa faktor yang mempengaruhi kinerja karyawan di Hotel Dinasti Kota Makassar, antara lain Kepemimpinan, Kepuasan Kerja, Quality of Work Life dan Perilaku. Kepemimpinan berpengaruh positif dan signifikan terhadap perilaku karyawan. Kepuasan kerja berpengaruh positif dan signifikan terhadap perilaku karyawan. Quality of Work Life berpengaruh positif dan signifikan ter-hadap perilaku karyawan. Kepemimpinan berpengaruh positif dan signifikan terhadap kinerja karyawan melalui perilaku karya-wan. Kepuasan kerja berpengaruh positif dan signifikan terhadap kinerja karyawan melalui perilaku karyawan. Quality of Work Life berpengaruh positif dan signifikan terhadap kinerja karyawan melalui perilaku karyawan.  This study aims to examine, analyze leadership interpretation, job satisfaction, Quality of Work Life Against Employee Performance Through Behavior at the Hotel Dynasty Makassar City. This research is a descriptive analysis using a quantitative approach and a qualitative approach. And the analytical method used is Path Analysis. Data obtained from the Hotel Dynasty Makassar City and respondents were employees. The results of this study can find several factors that affect employee performance in the Makassar City Dynasty Hotel. These include leadership, job satisfaction, quality of work life and behavior. Leadership has a positive and significant effect on employee behavior. Job satisfaction has a positive and significant effect on employee behavior. Quality of Work Life has a positive and significant effect on employee behavior. Leadership has a positive and significant effect on employee performance through employee behavior. Job satisfaction has a positive and significant effect on employee performance through employee behavior. Quality of Work Life has a positive and significant effect on employee performance through employee behavior.

Consent

2018 ◽  
Author(s):  
Martin Krzywdzinski
Keyword(s):  
Production Systems ◽  
Employee Behavior ◽  
Labor Disputes ◽  
Performance Expectations ◽  
The Third ◽  
The Core ◽  
Core Requirements ◽  
High Level

This chapter deals with the dependent variable of the study: consent. It analyses workplace consent in Russia and China using three indicators that refer to the core requirements of the production systems in automotive companies regarding employee behavior: first, standardized work; and second, compliance with expectations in terms of flexibility, cooperation, and a commitment to improving processes. The third indicator of consent (or the lack of it) is the absence or presence of open criticism, resistance, and labor disputes. The chapter reveals significant and unexpected differences between the Chinese and Russian sites on all three indicators. While the Chinese factories exhibit (with some variance between the companies), a relatively high level of consent, the Russian plants have problems with standardized work, the acceptance of performance expectations, and to some extent with labor disputes.

Sign in / Sign up

Export Citation Format

Share Document