scholarly journals The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance

2021 ◽  
Vol 13 (2) ◽  
pp. 876
Author(s):  
Habib Alipour ◽  
Shahrzad Amelshahbaz ◽  
Farzad Safaeimanesh ◽  
Bahman Peyravi ◽  
Alireza Salavati
Keyword(s):  
Emotional Intelligence ◽  
Influential Factors ◽  
Mediating Effect ◽  
Emotional Dissonance ◽  
Service Employees ◽  
Environmental Stimuli ◽  
Service Sabotage ◽  
Hotel Service ◽  
The Impact

While scholarly inquiries into Service Sabotage (SS) have received ample attention in the literature of various industries, the role of Emotional Intelligence (EI) and Emotional Dissonance (ED) in employee-customer relations in the context of Environmental Stimuli (ES) in the tourism accommodation sector has remained unexplored. The role of employee–customer interaction in tourism is paramount for a hospitality organization’s growth, sustainability, and profitability. We hypothesized hotel service employees’ EI and ED can be influential factors to SS. Adopting the Mehrabian–Russell model (M–R) and Stimulus-Organism-Response (S-O-R) framework as conceptual paradigms, we tested the effect of hotel ambiance on employees’ emotions, which can have significant effects on SS. The study revealed that ES links to behaviors and elicits EI and ED as human emotional responses to environments that have a parallel mediating effect on mitigating or neutralizing the negative effect of SS in an organization. The findings provide important insights into an organization’s awareness of the provision of ES as a positive factor for employees, subsequently forming their behavioral consequences of EI and ED which can mitigate the negative impacts of SS. The study yields important implications on how hospitality organizations should pay attention to the impact of rule-breaking behaviors. Theoretical and practical implications are also discussed.

Exploring the Mediating Role of Feedback Environment in the Relationship Between Supervisors' Emotional Intelligence and Employees' Performance

2019 ◽  
Vol 10 (3) ◽  
pp. 91-104
Author(s):  
Saif Khan ◽  
Mahwish Anjam ◽  
Mohammad Abu Faiz ◽  
Faisal Khan
Keyword(s):  
Emotional Intelligence ◽  
Data Analysis ◽  
United Arab Emirates ◽  
Structural Equation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Feedback Environment ◽  
The Impact ◽  
The Relationship

This empirical study examines the relationship between the measured perception of the supervisor's emotional intelligence and the employee workplace performance, as it is impacted by the mediating effect of the supervisor's feedback environment. Data were collected from selected faculties of higher education institutions within Dubai, United Arab Emirates (UAE) by means of a cross-sectional quantitative survey using a random probability sampling technique. Statistical techniques used for the purpose of data analysis include, descriptive statistics, Pearson's correlation coefficient, confirmatory factor analysis, and structural equation modeling. The data analysis confirmed all of the research hypotheses excluding the impact of a supervisor's use of emotions on the feedback environment. However, the data from the feedback environment indicates a significant mediating impact upon the relationship between supervisor's emotional intelligence and the subordinate's work performance. This study establishes the role of the supervisor's emotional intelligence in defining the feedback environment as they deal with faculty members' quality of work.

scholarly journals Mediating Factor of Emotional Intelligence in Intercultural Competence and Work Productivity of Volunteers

2019 ◽  
Vol 11 (9) ◽  
pp. 2625 ◽  
Author(s):  
Jolita Vveinhardt ◽  
Rita Bendaraviciene ◽  
Ingrida Vinickyte
Keyword(s):  
Emotional Intelligence ◽  
Empirical Research ◽  
Research Methodology ◽  
Intercultural Competence ◽  
Work Productivity ◽  
Intercultural Education ◽  
Structured Interviews ◽  
Mediating Factor ◽  
The Impact

Volunteering, the volunteer’s intercultural competence and emotional intelligence contribute to intercultural education and sustainability in various societies of today. The aim of this study was to analyse the impact of emotional intelligence and intercultural competence on work productivity of volunteers. The first part of the article substantiates theoretical associations between emotional intelligence, intercultural competence and work productivity. Based on theoretical insights, empirical research methodology was prepared, which consisted of four categories divided into sub-categories that provided the structure of the question groups. The empirical research involved seven informants working in Lithuania, who welcomed volunteers from abroad. The research was conducted using the method of semi-structured interviews. The conclusions present a systematic perspective towards the role of emotional intelligence in the intercultural competence and work productivity of volunteers. In this context, emotional intelligence works as a mediating factor. The contributing role of volunteer-receiving organisations in the development of the volunteers’ emotional intelligence is also highlighted.

Could CSR improve the financial performance of developing countries’ firms? Analyses of mediating effect of intangible resources

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamed Hamdoun ◽  
Mohamed Akli Achabou ◽  
Sihem Dekhili
Keyword(s):  
Developing Countries ◽  
Human Capital ◽  
Financial Performance ◽  
Competitive Advantage ◽  
Mediating Effect ◽  
Social Dimension ◽  
Content Type ◽  
Intangible Resources ◽  
The Impact

Purpose This paper aims to examine the link between corporate social responsibility (CSR) and financial performance in the context of developing countries. More specifically, the mediating role of a firm’s competitive advantage and intangible resources, namely, human capital and reputation are studied. Design/methodology/approach The study considered a sample of 100 Tunisian firms. The analysis makes use of the structural equation modelling method to explore the relationship between CSR and financial performance, by including mediator variables. Findings The results confirm that CSR has no significant direct effect on financial performance. In particular, they indicate that the social dimension of CSR has a negative impact on performance. However, CSR does have a positive impact on competitive advantage via the two intangible resources considered, human capital and company reputation. Research limitations/implications The research fills a gap that occurred in the previous literature. In effect, previous studies focussed only on the direct link between CSR and financial performance. In addition, it enriches the limited literature on CSR strategies in the context of developing countries. However, further studies should explore the opposite relationship, i.e. the impact of financial performance on CSR strategy. In addition, the authors believe that amongst other potential research avenues, it would be interesting to study the moderating role of the activity sector. Practical implications From a practical point of view, this study suggests new applications with respect to the link between CSR and financial performance. To enhance their company’s financial performance, managers need to ensure that intangible resources are managed efficiently. Originality/value The paper contributes to the literature by examining how a firm’s intangible resources mediate between CSR and competitive advantage and how competitive advantage mediates between intangible resources and financial performance. Second originality is related to the study of the link between CSR and the financial performance of business organisations in the context of a developing country.

Supervisor-directed OCB and deviant behaviors: the role of LMX and impression management motives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fenika Wulani ◽  
Tarsisius Hani Handoko ◽  
Bernardinus Maria Purwanto
Keyword(s):  
Impression Management ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Organizational Deviance ◽  
Content Type ◽  
Deviant Behaviors ◽  
Interpersonal Deviance ◽  
The Impact ◽  
The Relationship

PurposeThis study investigates the effect of supervisor-directed organizational citizenship behavior (OCB) on leader–member exchange (LMX), the moderating role of impression management motives on this relationship, the effect of LMX on organizational and interpersonal deviance and the mediating effect of LMX on the relationship between supervisor-directed OCB and deviant behaviors.Design/methodology/approachThis study uses a survey questionnaire to collect data. Respondents were 342 nonmanagerial employees working in Surabaya Raya, Indonesia. Hypothesis testing is done using Partial least squares structural equation modeling (PLS-SEM).FindingsThe results show that supervisor-directed OCB is positively related to LMX, and LMX is negatively related to organizational deviance but not significantly related to interpersonal deviance. The study also finds that impression management motives moderate the positive relationship between supervisor-directed OCB and LMX. Furthermore, LMX mediates the relationship between supervisor-directed OCB and organizational deviance, but not interpersonal deviance.Practical implicationsThis study suggests the importance of human resource management (HRM) activities and managers being aware of subordinate OCB motives and the impact of LMX on interpersonal and organizational deviance, as well as what supervisors need to do to reduce these negative effects.Originality/valueFew studies examined the relationship between supervisor-directed OCB and workplace deviance behaviors (WDBs). This study provides a mechanism of their relationship by considering LMX as a mediator. Also, heretofore the existing studies tend to focus more on LMX as an antecedent of OCB. This study provides an understanding of OCB as an antecedent of LMX with the moderating effect of impression management motives.

scholarly journals Emotions, Behavior, and the Mediating Role of Climate

2018 ◽  
Vol 12 (12) ◽  
pp. 145
Author(s):  
Taghrid S. Suifan
Keyword(s):  
Emotional Intelligence ◽  
Organizational Climate ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Mediating Effect ◽  
Citizenship Behavior ◽  
Pharmaceutical Companies ◽  
Mediating Role ◽  
Efficiency And Effectiveness ◽  
The Impact

This study examined the impact of emotional intelligence on organizational citizenship behavior with organizational climate as the mediator, in the context of Jordanian pharmaceutical companies. The study addresses the gap in the research that examines the mediating effect organizational climate has on organizational citizenship behavior and emotional intelligence. Quantifiable data were collected using a survey questionnaire, and statistical analyses were performed, including correlation and regression analysis. This study indicates that organizational climate is of great importance in Jordanian pharmaceutical companies because it tended to promote efficiency and effectiveness among employees. Organizational climate mediates the relationship between emotional intelligence and organizational citizenship behavior; if emotionally intelligent employees are provided with a positive organizational climate, only then can they contribute positively towards organizational citizenship behavior. The study is helpful in understanding how organizational citizenship behavior has become a factor underlying job satisfaction. Therefore, Jordanian pharmaceutical companies should focus on developing a culture in which employees can achieve goals and feel satisfied.

scholarly journals Servitization strategies from customers’ perspective: the moderating role of co-creation

2019 ◽  
Vol 34 (3) ◽  
pp. 628-642 ◽  
Author(s):  
José L. Ruiz-Alba ◽  
Anabela Soares ◽  
Miguel A. Rodríguez-Molina ◽  
Dolores M. Frías-Jamilena
Keyword(s):  
Structural Equation ◽  
Business Models ◽  
Service Providers ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Content Type ◽  
The Impact ◽  
Moderating Role ◽  
Different Levels

Purpose This paper aims to investigate the moderating role of co-creation in the implementation of servitization strategies in the pharmaceutical industry in a business-to-business (B-to-B) context. More specifically, this investigation explores the impact of different levels of services (base, intermediate and advanced) on servitization and on performance by using co-creation as a moderating factor. Design/methodology/approach A research framework was developed and empirically tested in the pharmaceutical sector. Data collection was conducted through the online distribution of questionnaires. The final sample included 219 pharmacy stores, and the data were analysed using structural equation modelling. Findings Main findings suggest that when the level of co-creation of the design of services is high, there are significant effects of servitization on firm performance. The moderating effect of co-creation is illustrated in regard to intermediate and advanced services, but results referring to the impact of intermediate services on servitization appear non-significant with a low degree of co-creation. No significant effects could be found for the impact of base services on performance and servitization for both high and low degrees of co-creation. Findings show an impact of advanced services on performance through the mediating effect of servitization when the degree of co-creation is high. Originality/value Most research concerning servitization has been done from the perspective of manufacturers and service providers. This study adds value to the literature because it was designed from a customer’s perspective. Moreover, it contributes towards the conceptualization of the servitization research strategy and business models in a B2B context. This is accomplished through the investigation of the moderating effect of co-creation on the impact of the different levels of services on servitization and on performance.

THE MEDIATING EFFECT OF EMOTIONAL INTELLIGENCE ON THE BIG FIVE PERSONALITY TRAITS AND THE BIG SIX VOCATIONAL INTERESTS

2021 ◽  
Author(s):  
Mayiana Mitevska ◽  
◽  
Paulina Tsvetkova
Keyword(s):  
Emotional Intelligence ◽  
Career Choice ◽  
Personality Traits ◽  
Big Five ◽  
Career Choices ◽  
Short Form ◽  
Mediating Effect ◽  
Big Six ◽  
The Impact ◽  
The Relationship

"A central theme in the present study is the assumption that the influence on the human behavior is mediated by different internal processes in the career choice. Emotional intelligence is defined as a variable which is a cause for the relationship between personality traits and the choice of a certain career. Three causal paths to the dependent variable were tracked – a path to the direct impact of the emotional intelligence on the career choice, a path to the influence of personality traits on the emotional intelligence as well as a path to the impact of personality traits on the career choice via the emotional intelligence. The aim of the study is to show the mediating role of emotional intelligence in the relationship between personality traits and career choice. A total of 100 Bulgarian secondary and university students (42 males and 58 females), aged 17-40 years, were included in the research. The following measures were used for the purpose of the study - Trait Emotional Intelligence Questionnaire – Short Form (TEIQue-SF), The Big five questionnaire and the Big six method for career choices. The Bulgarian version of the emotional intelligence questionnaire was translated and adapted for Bulgarian sociocultural context by Antonina Kardasheva (Kardasheva, 2012). The Big five questionnaire and the Big six method for career choices were adapted for Bulgarian conditions by S. Karabelyova (Karabelyova, 2015). The results showed that there was a direct positive impact of the emotional intelligence on the relationship between the enterprising type and conscientiousness, the artistic type and neuroticism and a negative impact on the relationship between the conventional type and extraversion. The conclusions derived from the study could be used for further psychological research in the field, as well as for enhancing the knowledge of one’s personality."

The Importance of Behavior and Personal Values for Managers' Attitudes Towards Innovativeness

2017 ◽  
pp. 164-182 ◽  
Author(s):  
Zlatko Nedelko ◽  
Maciej Brzozowski
Keyword(s):  
Personal Values ◽  
Mediating Effect ◽  
Management Behavior ◽  
Openness To Change ◽  
Schwartz Value Survey ◽  
Self Transcendence ◽  
Development Paths ◽  
European Economies ◽  
The Impact

The main purpose of this paper is to examine the impact of prevalent management behavior on management attitudes about creativeness and innovativeness, while also considering the impact of personal values, in three Central European economies, having different development paths, namely Slovenia, Austria, and Poland. Personal values are measured using Schwartz value survey, using openness to change, conservation, self-transcendence and self-enhancement value dimensions. Results reveal that manager's behavior significantly influences on manager's attitudes regarding innovativeness, in all three countries. The impact of personal values on shaping management behavior and manager's attitudes toward innovativeness is significant only in few instances in Austrian sample, while in Slovenia and Poland it is insignificant. Regarding the mediating effect of managers' personal values on the association between management behavior and their creativeness, our results reveal marginal role of personal values.

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