Social Exchanges and the Hotel Service Personnel s. Citizenship Behavior

Size: px
Start display at page:

Download "Social Exchanges and the Hotel Service Personnel s. Citizenship Behavior"

Transcription

1 Social Exchanges and the Hotel Service Personnel s Citizenship Behavior Wen-Jung Chen Hospitality Management Department, De Lin Institute of Technology, Taiwan, R. O. C. Cprrespondence author: Wen-Jung Chen is associate professor of Hospitality Management Department, De Lin Institute of Technology, Taiwan, R.O.C. Her research interests focus on service and organizational management. Her research articles are accepted for publication in International Journal of Hospitality Management (SSCI), Technovation (SSCI), Journal of Hospitality Marketing & Management (EI), Journal of Tourism & Recreation, International Journal of Management (EI), and Journal of Sport, Leisure, and Hospitality Research. Address: No. 1, Lane 380, Qingyun Rd., Tucheng Dist, New Taipei City, 236 Taiwan, R.O.C. TEL: #369 eileen515@seed.net.tw POSTER

2 Social Exchanges and the Hotel Service Personnel s Citizenship Behavior Abstract Hospitality is a service industry in which team cooperation and assistance among coworkers is necessary. In this study, we investigated the effects of leader-member exchange (LMX), coworker exchange and customer-employee exchange on organizational citizenship behavior. In this study, we chose frontline professional service personnel from 25 international tourist hotels in Taiwan as research subjects and collected 680 valid questionnaires for statistical analysis. The results showed that the three social exchanges significantly affected organizational citizenship behavior. The results of this study should provide practical and theoretical assistance guidance for the rapidly growing domestic hospitality industry in terms of increasing service competitiveness and facilitating the strategic planning of human resource management. Keywords: social exchange, organizational citizenship behavior, hospitality industry Introduction In the face of the current fierce competition in the hotel industry, it will be difficult to satisfy the diverse and rapidly changing demands of customers if hotel service personnel fail to deliver superior service. By considering the flexible and constantly changing features of the service environment, Van Dyne, Graham, and Dienesch (1994) developed the concept of service-oriented organizational citizenship behavior. Service-oriented organizational citizenship behavior in the hotel industry not only benefits service delivery, provides higher quality service, and creates a friendlier environment that encourages customer interaction but also provides a service innovation view that fits customer demands more closely and creates higher customer satisfaction (Podsakoff, Whiting, Podsakoff, and Blume, 2009; Raub, 2008). However, studies on the factors that influence service-oriented organizational citizen behavior in the hotel service industry are rare (Kim, O Neill, and Cho, 2010; Ma and Qu, 2011; Tang and Tang, 2012). Social exchange is a voluntary action that individuals demonstrate when they expect to obtain rewards from elsewhere (Kamdar and Van Dyne, 2007). Although social exchange is regarded as an important precondition for

3 organizational citizenship behavior, many researchers have only studied leader-member exchange (LMX) (e.g., Organ, Podsakoff, and McKenzie, 2006; Euwenma, Wendi, and Emmerik, 2007). However, the hotel industry operates in a service environment that requires cooperation among colleagues and customers in addition to managers (Ma and Qu, 2011). Thus, in this study, we investigate the relationship among LMX, coworker exchange, customer-employee exchange, and service-oriented organizational citizen behavior (OCB) in international tourist hotels. Literature Review In studies of organization leadership, scholars have often used the theory of leader-member exchange (LMX) to explain the process and results of leadership. This theory was first introduced by Graen et al. (Dansereau, Graen, and Haga, 1975; Graen and Cashman, 1975). LMX emphasizes the dynamic relationship between leaders and members (Dansereau, et al., 1975; Graen and Cashman, 1975; Graen, Liden, and Hoel, 1983). Within this theory, leaders often have a few close subordinates (which are called internal groups), such as assistants, aides, or consultants, with whom they maintain good formal and informal relationships, in terms of trust, interaction, and support, while establishing different interaction relationships with other subordinates (which are called external groups). Ma and Qu (2011) found that in the hospitality industry, coworkers must cooperate with each other to deliver high-quality service. Within the concept of coworker exchange, coworkers interact socially both with managers or leaders and other coworkers. To obtain coworkers support and assistance, employees contribute the same. Many studies have shown that employees who perceive sufficient support and assistance from their coworkers feel they have more work resources available to them to relieve pressure, solve customer problems, and improve service performance, which decreases their desire to leave their jobs (Cho and Johanson, 2008; Tsai, Chen, and Cheng, 2009). Customer-employee exchange has begun to garner attention because serving customers has become the primary task of hotel employees. An increasing number of customers are actively participating in their service and providing information concerning their demands and opinions (Sierra and McQuitty, 2005). According to the theory of social exchange, more customers will begin to participate in the delivery of service by employees, and customer participation will affect the emotions and behavior of employees. Ma and Qu (2011) found that social exchange

4 theory largely discusses leader-member exchange. However, the delivery of superior service requires a good relationship between employees and customers. According to social exchange theory, the more benefits you get from others, the more pressure you would have to give back (Kamdar and Van Dyne, 2007). Giving back is largely demonstrated through citizenship behavior. Additionally, employees sometimes show friendliness to others through altruistic behavior and expect others to demonstrate the same amount of altruistic behavior (Scott, 2007), which causes employees to demonstrate citizenship behavior toward the organization, colleagues, and customers. In other words, more positive interaction experiences between employees and customers encourage employees to demonstrate citizenship behavior that benefits customers. Using restaurants as an example, Kang and Hyun (2012) found that employees with a customer service mentality are more dedicated to establishing positive relationships with customers. They demonstrate citizenship behavior that benefits organizations and customers, and customers demonstrate positive behavior, such as providing suggestions and cooperation that reward employees and businesses. Ma and Qu (2011) believed that employees organizational citizenship behavior was not completely affected by social exchange relationships with certain subjects. In other words, positive relationships between employees and managers may stimulate employees organizational citizenship behavior toward colleagues or customers. Additionally, Ma and Qu (2011) found that customer-employee exchange relationships positively affect employees organizational citizenship behavior toward organizations, colleagues, and customers. Using the hotel industry as an example, Mario, Ma, José, and Nadine (2009) discussed the causes and effects of the quality of employee-customer relationships. The results showed that when customers and employees interact positively, both sides show behavior that assists and benefits the other side. Thus, the study proposes Hypothesis 1: leader-member exchange positively affects service-oriented organizational citizenship behavior. Hypothesis 2: coworker exchange positively affects service-oriented organizational citizenship behavior. Hypothesis 3: customer-employee exchange positively affects service-oriented organizational citizenship behavior. Methodology In this study, a questionnaire survey was used to investigate the effect models of LMX, coworker exchange, customer-employee exchange, and service-oriented OCB for service personnel in the domestic hospitality industry. We used an LMX questionnaire and a coworker exchange questionnaire that was developed by Ma

5 and Qu (2011), each of which consisted of 6 questions. We used the five-question customer-employee exchange questionnaire developed by Sierra and McQuitty (2005). Additionally, the study used the 16-question service-oriented OCB questionnaire proposed by Bettencourt, Gwinner, and Meuter (2001), which divides service-oriented OCB into three dimensions: loyalty, service delivery, and participation. In this study, we interviewed the frontline service personnel at these 25 international tourist hotels, including personnel at front desks, in service centers, in housekeeping, and in restaurants. We sent out 900 questionnaires and collected 680 valid questionnaires (the valid return rate was 75.6%). Through correlation analysis and regression analysis, this study found that LMX, coworker exchange, customer-employee exchange significantly affect service-oriented organizational citizenship behavior. Results Females accounted for 64.2% of the 680 interviewees. The majority (62.9%) of the interviewees were between 21 and 39. A large percentage (56.2%) of the interviewees had college degrees. The highest percentage (52.7%) of the interviewees had 5 years or less experience in the hotel industry. The highest percentage (66.3%) of the interviewees had average monthly incomes between NT$20,000 and NT$50,000. The interviewees were distributed among the following departments: the highest percentage was in housekeeping (31.8%), and the second and third highest percentages were in rooms division (29.6%) and the restaurant (26.4%), respectively. We used correlation analysis to determine the relationships among LMX, coworker exchange, customer-employee exchange, and service-oriented OCB. We found that LMX, coworker exchange, customer-employee exchange were significantly correlated with service-oriented OCB. Correlation analysis of service-oriented organizational citizenship behavior and its dimensions all show significant positive correlations, among which service-oriented organizational citizenship behavior had the highest degree of correlation with the loyalty dimension and the lowest degree of correlation with the service delivery dimension. Using hierarchical regression analysis, we found that age, education, marriage, years worked, and monthly income had significant explanatory power on service-oriented organizational citizenship behavior. In addition, after controlling the effects of personal traits, we found that LMX (Beta=.37, t=9.80, p=.00),

6 coworker exchange (Beta=.26, t=6.85, p=.00), and customer-employee exchange (Beta=.42, t=11.70, p=.00) significantly affected the service-oriented organizational citizenship behavior. Conclusion Through correlation analysis and regression analysis, this study found that LMX, coworker exchange, and customer-employee exchange significantly affect service-oriented organizational citizenship behavior. Thus, we confirmed the three hypotheses of this study. This study makes three contributions to the literature. First, most studies on social exchange discuss leader-member exchange. However, this study finds that providing hotel service relies on the integration of managerial, employee, and customer relationships. The delivery of superior service requires employees to establish and develop positive relationships with colleagues and customers. Thus, this paper studied coworker and customer-employee exchanges. Second, organizational citizenship behavior has received much attention from the management and organizational behavior field. Scholars have proposed that the service industry develop the appropriate definition and dimensions of organizational citizenship behavior that fits its development based on its features. Thus, this study used the three dimensions of service-oriented organizational citizenship behavior developed by Van Dyne, Graham, and Dienesch (1994) for service industry employees: loyalty, service delivery, and participation. Additionally, the study found that the three dimensions had good reliability and validity for the hotel service industry. Third, from the perspective of the LMX, coworker exchange, and customer-employee exchange relationship, this study built a social exchanges-organizational citizenship behavior effects model that can be used in future studies. This study found that positive relationships between employees and customers encourages customers to behave in ways that assist employees in providing quality service, such as by providing suggestions or even voluntary assistance. Therefore, businesses and managers should encourage or provide the assistance employees require for maintaining positive customer relationships, including administrative support, such as reward systems, bonuses, complete customer databases, and analyses of customer behavior. The results of this study should provide practical and theoretical assistance guidance for the rapidly growing domestic hospitality industry in terms of increasing service competitiveness and facilitating the strategic planning of human resource management.

7 References Bettencourt, L. A., Gwinner, K. P., and Meuter, M. L A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology 86(1), Cho, S. and Johanson, M Organizational citizenship behavior and employee performance: Moderating effect of work status in restaurant employees. Journal of Hospitality and Tourism Research 32(3), Dansereau, F., Graen, G., and Haga, W. J A vertical dyad linkage approach to leadership within formal organizations: A longitudinal investigation of the role making process. Organizational Behavior and Human Performance 13, Euwenma, M. C., Wendi, H., and Emmerik, H. V Leadership styles and group organizational citizenship behaviors across cultures. Journal of Organizational Behavior 28, Graen, G. and Cashman, J A role-making model of leadership in formal organizations: A development approach. In J. G. Hunt & L. L. Lawson (eds.), Leadership Frontiers (pp ). Kent, OH: Kent State University Press. Graen, G., Liden, R. C., and Hoel, W Role of leadership in the employee withdrawal process. Journal of Applied Psychology 67, Kamdar, D. and Van Dyne, L The joint effects of personality and workplace social exchange relationships in predicting task performance and citizenship performance. Journal of Applied Psychology 92(5), Kang, J. and Hyun, S. S Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of Hospitality Management 31, Kim, S., O Neill, J. W., and Cho, H.-M When does an employee not help coworkers? The effect of leader-member exchange on employee envy and organizational citizenship behavior. International Journal of Hospitality Management 29(3),

8 Ma, E. and Qu, H Social exchanges as motivators of hotel employees organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management 30, Mario Castellanos Verdugo, Ma de los Á ngeles Oviedo García, José L. Roldán, and Nadine Veerapermal The employee customer relationship quality: Antecedents and consequences in the hotel industry. International Journal of Contemporary Hospitality Management 21(3), Organ, D. W., Podsakoff, P. M., and MacKenzie, S. B Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences, Sage, Thousand Oaks, CA. Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., and Blume, B. D Individual- and organizational- level consequences of organizational citizenship behaviors: a meta-analysis. Journal of Applied Psychology, 94(1), Raub, S Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry. International Journal of Hospitality Management 27, Scott, K. D The development and test of an exchange-based model of interpersonal workplace exclusion. Ph. D. Dissertation, University of Kentucky, Lexington. Sierra, F. F. and McQuitty, S Service providers and customers: social exchange theory and service loyalty. Journal of Services Marketing, 19(6), Tang, T.-W. and Tang, Y.-Y Promoting service-oriented organizational citizenship behaviors in hotels: The role of high-performance human resource practices and organizational social climates. International Journal of Hospitality Management 31, Van Dyne, L., Graham, J. W., and Dienesch, R. M Organizational citizenship behavior: Construct redefinition, measurement, and validation. Academy of Management Journal 37,

A MULTILEVEL ANALYSIS OF TEAM CLIMATE AND INTERPERSONAL EXCHANGE RELATIONSHIPS AT WORK

A MULTILEVEL ANALYSIS OF TEAM CLIMATE AND INTERPERSONAL EXCHANGE RELATIONSHIPS AT WORK A MULTILEVEL ANALYSIS OF TEAM CLIMATE AND INTERPERSONAL EXCHANGE RELATIONSHIPS AT WORK Herman H. M. Tse, University of Queensland (h.tse@business.uq.edu.au) Marie T. Dasborough, Oklahoma State University

More information

Why Employee Turnover? The influence of Chinese Management and Organizational Justice

Why Employee Turnover? The influence of Chinese Management and Organizational Justice Why Employee Turnover? The influence of Chinese Management and Organizational Justice Feng-Hsia Kao National Taiwan University, Taiwan Min-Ping Huang Yuan Ze University, Taiwan Bor-Shiuan Cheng National

More information

The Influence of Interpersonal Relationships on Organisational Career Growth in. the Workplace

The Influence of Interpersonal Relationships on Organisational Career Growth in. the Workplace Page 1 of 17 ANZAM 2014 Stream 11 - Organisational Behaviour Competitive Session The Influence of Interpersonal Relationships on Organisational Career Growth in the Workplace Adam Robertson Griffith Business

More information

Investigation of relationship between leadership style of exploitative authoritative,

Investigation of relationship between leadership style of exploitative authoritative, Available online at http://www.ijashss.com International Journal of Advanced Studies in Humanities and Social Science Volume 1, Issue 6, 2013: 701-705 Investigation of relationship between leadership style

More information

A Review of the Research on Perceived Organizational Support

A Review of the Research on Perceived Organizational Support International Business Research; Vol. 8, No. 10; 2015 ISSN 1913-9004 E-ISSN 1913-9012 Published by Canadian Center of Science and Education A Review of the Research on Perceived Organizational Support

More information

Does Transformational Leadership Leads To Higher Employee Work Engagement. A Study of Pakistani Service Sector Firms

Does Transformational Leadership Leads To Higher Employee Work Engagement. A Study of Pakistani Service Sector Firms Does Transformational Leadership Leads To Higher Employee Work Engagement. A Study of Pakistani Service Sector Firms M. Waqas Raja PhD Scholar COMSATS Institute of Information Technology Chak Shahzad Campus,

More information

The Psychometric Features of Lee and Allen s Organizational Citizenship Behavior Scale (2002)

The Psychometric Features of Lee and Allen s Organizational Citizenship Behavior Scale (2002) The Psychometric Features of Lee and Allen s Organizational Citizenship Behavior Scale (2002) Rasool Davoudi 1, Mina Gadimi 2 1 Department of Administration, Zanjan Branch, Islamic Azad University, Zanjan,

More information

A STUDY ON JOB SATISFACTION AND ORGANIZATIONAL CITIZENSHIP BEHAVIOUR IN AXIS BANK, CHITTOOR C.JYOTHSNA 1 Dr.COLONEL(RTD) MUKESH KUMAR.V 2 1 Research Scholar, Dept of Management Studies, Bharathiar University,

More information

Influences of the Organizational Citizenship Behaviors and Organizational Commitments on the Effects of Organizational Learning in Taiwan

Influences of the Organizational Citizenship Behaviors and Organizational Commitments on the Effects of Organizational Learning in Taiwan 2010 International Conference on E-business, Management and Economics IPEDR vol.3 (2011) (2011) IACSIT Press, Hong Kong Influences of the Organizational Citizenship Behaviors and Organizational Commitments

More information

1. Presenter: 2. Title of Presentation. Testing the Emotional Intelligence of Leaders as an Antecedent to Leader-Member Exchanges: A Field Study

1. Presenter: 2. Title of Presentation. Testing the Emotional Intelligence of Leaders as an Antecedent to Leader-Member Exchanges: A Field Study 1. Presenter: John E. Barbuto, Jr. Associate Professor of Leadership University of Nebraska-Lincoln 300 Ag Hall Lincoln, NE 68583-0709 (402) 472-8736 jbarbuto@unl.edu 2. Title of Presentation Testing the

More information

Construct, antecedents, and consequences 1

Construct, antecedents, and consequences 1 Construct, Antecedents, and HUI, Chun, PhD Definitions of OCB Discretionary behavior on the part of the employee that is not formally rewarded or recognized by an organization, but in aggregate will promote

More information

ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS

ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS ORGANIZATIONAL BEHAVIOR IN A MACEDONIAN HOTEL BUSINESS Mislim Zendeli State University of Tetovo, Faculty of Economics, Department of Tourism Tetovo, Macedonia E-mail: mislim.zendeli@unite.edu.mk Blagica

More information

Perceived Organizational Support and Organizational Citizenship Behavior

Perceived Organizational Support and Organizational Citizenship Behavior Perceived Organizational Support and Organizational Citizenship Behavior Maryam Jafari Jebeli 1 and Akbar Etebarian 2 1, 2.Department of Public Administration, Isfahan (Khorasgan) Branch, Islamic Azad

More information

The relationship between Organizational Citizenship Behavior (OCB) and Human Resources Empowerment (HRE) Case study: University of Isfahan (Iran)

The relationship between Organizational Citizenship Behavior (OCB) and Human Resources Empowerment (HRE) Case study: University of Isfahan (Iran) The relationship between Organizational Citizenship Behavior (OCB) and Human Resources Empowerment (HRE) Case study: University of Isfahan (Iran) 1 Nahid Naderi, 2 Reza Hoveida, 1 PhD student of educational

More information

QUALITY OF SUPERVISOR-SUBORDINATE RELATIONSHIP AS DETERMINANT OF ORGANIZATIONAL JUSTICE PERCEPTION

QUALITY OF SUPERVISOR-SUBORDINATE RELATIONSHIP AS DETERMINANT OF ORGANIZATIONAL JUSTICE PERCEPTION QUALITY OF SUPERVISOR-SUBORDINATE RELATIONSHIP AS DETERMINANT OF ORGANIZATIONAL JUSTICE PERCEPTION Dr. Arif Hassan 1 Suresh Chandran 2 Department of Business Administration International Islamic University

More information

Relationship between Counterproductive Work Behavior and Organizational Citizenship Behavior: Empirical Evidence from Pakistani Banks

Relationship between Counterproductive Work Behavior and Organizational Citizenship Behavior: Empirical Evidence from Pakistani Banks Relationship between Counterproductive Work and Organizational Citizenship : Empirical Evidence from Pakistani Banks Abstract Dr. Gohar Zaman * Dr. Nazim Ali Fahad Afridi The basic objective of this study

More information

Transactional Leadership

Transactional Leadership DePaul University From the SelectedWorks of Marco Tavanti 2008 Transactional Leadership Marco Tavanti, DePaul University Available at: https://works.bepress.com/marcotavanti/15/ Transactional Leadership

More information

The Influence of Loyalty, Participation and Obedience on Organizational Citizenship Behavior

The Influence of Loyalty, Participation and Obedience on Organizational Citizenship Behavior 2(1), 67-76 (2017) DOI: 10.24088/IJBEA-2017-21009 ISSN: 2519-9986 The Influence of Loyalty, Participation and Obedience on Organizational Citizenship Behavior MENG-SHAN TSAI 1, MENG-CHEN TSAI 2 1, 2 National

More information

Leader-Member Exchange and Organizational Citizenship Behavior: A Survey in Iran's Food Industry

Leader-Member Exchange and Organizational Citizenship Behavior: A Survey in Iran's Food Industry Pacific Business Review International Volume 5 Issue 5 (November 2012) 13 Leader-Member Exchange and Organizational Citizenship Behavior: A Survey in Iran's Food Industry DR. ABBAS ALI RASTGAR*, NINA POUREBRAHIMI**,

More information

Asian Research Consortium

Asian Research Consortium Asian Research Consortium International Journal of Research in Organizational Behavior and Human Resource Management, Vol. 1, No. 2, 2013, pp. 25-34. ISSN 2320-8724 International Journal of Research in

More information

The Perceived Leadership Style and Employee Performance in Hotel Industry a Dual Approach

The Perceived Leadership Style and Employee Performance in Hotel Industry a Dual Approach The Perceived Leadership Style and Employee Performance in Hotel Industry a Dual Approach Andreia ISPAS 1 Abstract Hotel industry is an industry based on specific services and a high degree of employees

More information

A STUDY ON LINKING ORGANIZATIONAL RESOURCES, WORK ENGAGEMENT AND SERVICE CLIMATE AT FASHION RETAILS OF KOCHI.

A STUDY ON LINKING ORGANIZATIONAL RESOURCES, WORK ENGAGEMENT AND SERVICE CLIMATE AT FASHION RETAILS OF KOCHI. A STUDY ON LINKING ORGANIZATIONAL RESOURCES, WORK ENGAGEMENT AND SERVICE CLIMATE AT FASHION RETAILS OF KOCHI. INTRODUCTION Organizational success and its contributors are emerging with changing times and

More information

Correlations of Consumers, Leisure Motivation and Leisure Value with Leisure Benefits A Case Study on Taiwan International Orchid Show

Correlations of Consumers, Leisure Motivation and Leisure Value with Leisure Benefits A Case Study on Taiwan International Orchid Show Correlations of Consumers, Leisure Motivation and Leisure Value with Leisure Benefits A Case Study on Taiwan International Orchid Show Abstract Wu Yan Department of Food and Beverage Management, Far East

More information

Analysis Impact of Leadership Style and Pay Fairness on Job Satisfaction and Organizational Commitment

Analysis Impact of Leadership Style and Pay Fairness on Job Satisfaction and Organizational Commitment Management 2015, 5(2): 55-61 DOI: 10.5923/j.mm.20150502.05 Analysis Impact of Leadership Style and Pay Fairness on Job Satisfaction and Organizational Commitment Abdullah M. Al-Ansi 1,*, Kusdi Rahardjo

More information

AN EXAMINATION OF ETHICAL INFLUENCES AT WORK: CO-WORKERS VERSUS SUPERVISORS. Mark Killingsworth Arkansas State University

AN EXAMINATION OF ETHICAL INFLUENCES AT WORK: CO-WORKERS VERSUS SUPERVISORS. Mark Killingsworth Arkansas State University AN EXAMINATION OF ETHICAL INFLUENCES AT WORK: CO-WORKERS VERSUS SUPERVISORS Mark Killingsworth Arkansas State University Clint Relyea Arkansas State University crelyea@astate.edu Abstract This research

More information

The Generalizability of the Hidden Investment Hypothesis in Leading Japanese Corporations

The Generalizability of the Hidden Investment Hypothesis in Leading Japanese Corporations University of Nebraska - Lincoln DigitalCommons@University of Nebraska - Lincoln Management Department Faculty Publications Management Department 1990 The Generalizability of the Hidden Investment Hypothesis

More information

Available online ISSN: Society for Business and Management Dynamics

Available online  ISSN: Society for Business and Management Dynamics An exchange perspective of job satisfaction: A study of banking sector of Pakistan Muhammad Zeeshan Shaukat* 1, Dr. Aslan Amat Senin* 2 and Ishfaq Ahmed* 3 Abstract Satisfaction of employees with their

More information

An Investigation of the Relationship between Social Loafing and Organizational Citizenship Behavior

An Investigation of the Relationship between Social Loafing and Organizational Citizenship Behavior Available online at www.sciencedirect.com ScienceDirect Procedia - Social and Behavioral Scien ce s 99 ( 2013 ) 206 215 9 th International Strategic Management Conference An Investigation of the Relationship

More information

Job Satisfaction of Room Service Personnel in Star Hotels

Job Satisfaction of Room Service Personnel in Star Hotels International Journal of Business Administration and Management. ISSN 2278-3660 Volume 7, Number 1 (2017), pp. 1-8 Research India Publications http://www.ripublication.com Job Satisfaction of Room Service

More information

Leadership Behaviors, Trustworthiness, and Managers Ambidexterity

Leadership Behaviors, Trustworthiness, and Managers Ambidexterity Leadership Behaviors, Trustworthiness, and Managers Ambidexterity Anar Purvee and Dalantai Enkhtuvshin Abstract Previous studies analyzed the relationship between leadership and organizational innovation

More information

,0% 51,0% Education Doctorate Degree Master Degree Bachelor Diploma Senior High School

,0% 51,0% Education Doctorate Degree Master Degree Bachelor Diploma Senior High School The role of training, coaching, mentoring, counselling, and Workplace Well-being to Organizational Citizenship Behaviour (A study in Banking organization in Indonesia) Wustari Mangundjaya Faculty of Psychology,

More information

Does Sex of Dyad Members Really Matter? A Review of Leader-Member Exchange

Does Sex of Dyad Members Really Matter? A Review of Leader-Member Exchange Does Sex of Dyad Members Really Matter? A Review of Leader-Member Exchange Brent J. Goertzen Assistant Professor Department of Leadership Studies Fort Hays State University Hays, KS 67601 bgoertze@fhsu.edu

More information

The Effects of Training and Reward Systems on Employee Willingness to Stay A Case Study of an International Tourist Hotel in Taipei

The Effects of Training and Reward Systems on Employee Willingness to Stay A Case Study of an International Tourist Hotel in Taipei International Journal of Research in Tourism and Hospitality (IJRTH) Volume 3, Issue 1, 2017, PP 21-33 ISSN 2455-0043 http://dx.doi.org/10.20431/2455-0043.0301003 www.arcjournals.org The Effects of Training

More information

HOW TO SAY SORRY: INCREASING REVISIT INTENTION THROUGH EFFECTIVE SERVICE RECOVERY IN THEME PARKS

HOW TO SAY SORRY: INCREASING REVISIT INTENTION THROUGH EFFECTIVE SERVICE RECOVERY IN THEME PARKS SOCIAL BEHAVIOR AND PERSONALITY, 2010, 38(4), 509-514 Society for Personality Research (Inc.) DOI 10.2224/sbp.2010.38.4.509 HOW TO SAY SORRY: INCREASING REVISIT INTENTION THROUGH EFFECTIVE SERVICE RECOVERY

More information

Organizational Commitment. Schultz, 1

Organizational Commitment. Schultz, 1 Organizational Commitment Schultz, 1 Schultz, 2 Organizational Commitment Organizational commitment has an important place in the study of organizational behavior. This is in part due to the vast number

More information

Impact of Emotional Intelligence on Employees Turnover Rate in FMCG Organizations

Impact of Emotional Intelligence on Employees Turnover Rate in FMCG Organizations Pak J Commer Soc Sci Pakistan Journal of Commerce and Social Sciences 2013, Vol. 7 (2), 394-404 Impact of Emotional Intelligence on Employees Turnover Rate in FMCG Organizations Razi Sultan Siddiqui Faculty

More information

Antecedents to Continuance Organizational Commitment Among Salespersons in the Retailing Services Industry

Antecedents to Continuance Organizational Commitment Among Salespersons in the Retailing Services Industry Antecedents to Continuance Organizational Commitment Among Salespersons in the Retailing Services Industry Dr. Chien-Hung Lin, Assistant Professor, Department of Digital Commerce, Kao Fong College of Digital

More information

EXAMINING THE MEDIATING IMPACT OF MOTIVATION IN BETWEEN LEADERSHIP STYLES AND EMPLOYEES COMMITMENT

EXAMINING THE MEDIATING IMPACT OF MOTIVATION IN BETWEEN LEADERSHIP STYLES AND EMPLOYEES COMMITMENT 72 EXAMINING THE MEDIATING IMPACT OF MOTIVATION IN BETWEEN LEADERSHIP STYLES AND EMPLOYEES COMMITMENT Muhammad Saqib Khan 1, Siraj-ud-Din 2 & Nosheen Khan 3 1 PhD Scholar, Department of Management Sciences,

More information

How to Measure Leader s Impact on Organizational Performance: Implications from the Comparative Case Study

How to Measure Leader s Impact on Organizational Performance: Implications from the Comparative Case Study Public Organiz Rev DOI 10.1007/s11115-013-0268-1 How to Measure Leader s Impact on Organizational Performance: Implications from the Comparative Case Study Xuanhui Liu & Wouter Van Dooren # Springer Science+Business

More information

Assessing Organizational climate and leadership as a means to evaluate potential for organizational change

Assessing Organizational climate and leadership as a means to evaluate potential for organizational change Assessing Organizational climate and leadership as a means to evaluate potential for organizational change Dr. Tsai Chen Li, Department of Marketing Logistics Management, Chihlee Institute of Technology,

More information

Keywords: Job satisfaction, Intrinsic reward, Extrinsic reward, Social support and Parenthood.

Keywords: Job satisfaction, Intrinsic reward, Extrinsic reward, Social support and Parenthood. JOB SATISFACTION AMONG PERMANENT AND CONTRACTUAL INFORMATION TECHNOLOGY WORKERS (Research in Progress) Mohan Prem Kumar, Temple University, prem123@temple.edu ABSTRACT This research paper is about the

More information

The FIRO-B tool provides information about three fundamental dimensions of interpersonal needs:

The FIRO-B tool provides information about three fundamental dimensions of interpersonal needs: FIRO-B Profile Prepared for July 21, 2007 The FIRO-B instrument identifies how you tend to behave toward others and how you want them to behave toward you. Your FIRO-B results can help you increase your

More information

RELATIONSHIP BETWEEN LEADER-MEMBER EXCHANGE, JOB SATISFACTION AND ORGANIZATIONAL COMMITMENT: THE MEDIATING EFFECT OF DISTRIBUTIVE JUSTICE

RELATIONSHIP BETWEEN LEADER-MEMBER EXCHANGE, JOB SATISFACTION AND ORGANIZATIONAL COMMITMENT: THE MEDIATING EFFECT OF DISTRIBUTIVE JUSTICE RELATIONSHIP BETWEEN LEADER-MEMBER EXCHANGE, JOB SATISFACTION AND ORGANIZATIONAL COMMITMENT: THE MEDIATING EFFECT OF DISTRIBUTIVE JUSTICE Yusniati Ishak 1, Azman Ismail 1, Kartina Rahayu Mohamed 1 1 Universiti

More information

Hybrid online mediation in hierarchical labor disputes. By Katalien Bollen [author]

Hybrid online mediation in hierarchical labor disputes. By Katalien Bollen [author] Hybrid online mediation in hierarchical labor disputes By Katalien Bollen [author] One of the ways to implement online tools in mediation processes is the use of an online tool in order to prepare the

More information

ABSTRACT. Le Zhou, Master of Science, This study empirically examined the proposition that supervisors exchange

ABSTRACT. Le Zhou, Master of Science, This study empirically examined the proposition that supervisors exchange ABSTRACT Title of Document: EFFECTS OF SUPERVISORS UPWARD EXCHANGE RELATIONSHIPS ON EMPLOYEES: TESTING MULTILEVEL MEDIATION ROLE OF EMPOWERMENT Le Zhou, Master of Science, 2011 Directed By: Dr. Mo Wang

More information

Social Relations and Voice Behavior: The Mediating Role of Psychological Safety

Social Relations and Voice Behavior: The Mediating Role of Psychological Safety Social Relations and Voice Behavior: The Mediating Role of Psychological Safety JEN-WEI CHENG 1, SHU-CHING CHANG 2, JYH-HUEI KUO 3, KUO-MING LU 4 1, 2, 4 Department of Business Administration, National

More information

Employee Engagement as an Outcome of Friendship at Workplace: Moderating Role of Job Embeddedness

Employee Engagement as an Outcome of Friendship at Workplace: Moderating Role of Job Embeddedness Employee Engagement as an Outcome of Friendship at Workplace: Moderating Role of Job Embeddedness Muhammad Khaleel, Dr. Shankar Chelliah, Jamshed Khalid, Muhammad Jamil, Faryal Manzoor Corresponding Email:

More information

Work-family interface: Enhancing family control and work engagement, retaining health care workers

Work-family interface: Enhancing family control and work engagement, retaining health care workers Work-family interface: Enhancing family control and work engagement, retaining health care workers SIU Oi-ling, Ph.D. Professor and Head Department of Sociology and Social Policy, Lingnan University http://www.ln.edu.hk/socsp/staff/siuindex.php

More information

A STUDY OF RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, AFFECTIVE, NORMATIVE AND CONTINUANCE COMMITMENT IN HOTEL INDUSTRY

A STUDY OF RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, AFFECTIVE, NORMATIVE AND CONTINUANCE COMMITMENT IN HOTEL INDUSTRY I J A B E R, Vol. 14, No. 4, (2016): 2489-2501 A STUDY OF RELATIONSHIP BETWEEN EMPLOYEE EMPOWERMENT, AFFECTIVE, NORMATIVE AND CONTINUANCE COMMITMENT IN HOTEL INDUSTRY Mridula Mishra *, Kanika Garg ** and

More information

A STUDY ON HRM PRACTICES AND ITS IMPACT ON JOB SATISFACTION AND ORGANIZATION PERFORMANCE IN BPO SECTOR, TIRUCHIRAPPALLI

A STUDY ON HRM PRACTICES AND ITS IMPACT ON JOB SATISFACTION AND ORGANIZATION PERFORMANCE IN BPO SECTOR, TIRUCHIRAPPALLI International Journal of Advanced Research in Management (IJARM) Volume 7, Issue 3, September December (2016), pp. 01 09, Article ID: IJARM_07_03_001 Available online at http://www.iaeme.com/ijarm/issues.asp?jtype=ijarm&vtype=7&itype=3

More information

Strategic Human Resource Management impact of Employees Morale : An Empirical Study of Taiwan Telcos Organization Transitions

Strategic Human Resource Management impact of Employees Morale : An Empirical Study of Taiwan Telcos Organization Transitions Strategic Human Resource Management impact of Employees Morale : An Empirical Study of Taiwan Telcos Organization Transitions Ming-Kuen Wang,Department of Transportation and Communication Management Science,

More information

Female Workers Age and Position on Organizational Citizenship Behaviour: The Moderator Role of Organization-Based Self-Esteem

Female Workers Age and Position on Organizational Citizenship Behaviour: The Moderator Role of Organization-Based Self-Esteem Female Workers Age and Position on Organizational Citizenship Behaviour: The Moderator Role of Organization-Based Self-Esteem Meng-Shan Tsai Department of Technology Application and Human Resource Development

More information

Karimulla.shaik, Research Scholar, Department Of Commerce And Business Administration Acharya Nagarjuna University, Nagarjunanagar, Guntur

Karimulla.shaik, Research Scholar, Department Of Commerce And Business Administration Acharya Nagarjuna University, Nagarjunanagar, Guntur International Journal of Human Resource & Industrial Research, Vol.2, Issue 2, Feb-2015, pp 09-16 ISSN: 2349 3593 (Online), ISSN: 2349 4816 (Print) A STUDY ON CONTRIBUTION OF HUMAN RESOURCE MANAGEMENT

More information

Patterns of good and bad leadership behaviours, and their relationships with individual outcomes. Anders Skogstad & Guy Notelaers

Patterns of good and bad leadership behaviours, and their relationships with individual outcomes. Anders Skogstad & Guy Notelaers Patterns of good and bad leadership behaviours, and their relationships with individual outcomes Anders Skogstad & Guy Notelaers Good and bad behaviours on separate dimensions Few studies have examined

More information

Topic 5 Contingency and Situational Leadership

Topic 5 Contingency and Situational Leadership Topic 5 Contingency and Situational Leadership Introduction This week we discuss specific guidelines about which leadership style to use in specific circumstances. Leaders are most effective when they

More information

Job involvement in Iranian Custom Affairs Organization: the Role of Organizational Justice and Job Characteristics

Job involvement in Iranian Custom Affairs Organization: the Role of Organizational Justice and Job Characteristics Job involvement in Iranian Custom Affairs Organization: the Role of Organizational Justice and Job Characteristics Freyedon Ahmadi Public management Department, Payame Noor university, 19395-3697 Tehran,

More information

Organizational Commitment with Personality Type (Myers-Brigg s) in Bank Staff of Iran

Organizational Commitment with Personality Type (Myers-Brigg s) in Bank Staff of Iran J. Basic. Appl. Sci. Res., 2(9)9460-9465, 2012 2012, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com Organizational Commitment with Personality Type

More information

Chapter 1. Leadership CHAPTER OUTLINE

Chapter 1. Leadership CHAPTER OUTLINE Leadership CHAPTER OUTLINE Chapter 1 I. THE NATURE OF LEADERSHIP A. Leadership is the process by which a person exerts influence over other people and inspires, motivates, and directs their activities

More information

AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU

AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU AN EMPIRICAL STUDY ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN PRIVATE SECTOR BANKS IN TAMILNADU B.THIAGARAJAN MBA.,M.Phil., MLM.,M.Phil., M.Com., Associate Professor & Head, Department of Management Studies

More information

A Study of the Impact of Trust among R & D Team Members on their Performance

A Study of the Impact of Trust among R & D Team Members on their Performance 2017 3rd International Conference on Management Science and Innovative Education (MSIE 2017) ISBN: 978-1-60595-488-2 A Study of the Impact of Trust among R & D Team Members on their Performance JIANJUN

More information

Accepted for Publication at Journal of Leadership and Organization Studies

Accepted for Publication at Journal of Leadership and Organization Studies 1 Accepted for Publication at Journal of Leadership and Organization Studies Larry W. Hughes PhD James B. Avey PhD Don Nixon PhD Central Washington University Relationships between leadership and follower

More information

THE RELATIONSHIP AMONG WORK SUPPORT, ORGANIZATION COMMITMENT AND CITIZENSHIP BEHAVIOR OF PART-TIME EMPLOYEES IN THE RESTAURANT INDUSTRY YU SHAN LIU

THE RELATIONSHIP AMONG WORK SUPPORT, ORGANIZATION COMMITMENT AND CITIZENSHIP BEHAVIOR OF PART-TIME EMPLOYEES IN THE RESTAURANT INDUSTRY YU SHAN LIU THE RELATIONSHIP AMONG WORK SUPPORT, ORGANIZATION COMMITMENT AND CITIZENSHIP BEHAVIOR OF PART-TIME EMPLOYEES IN THE RESTAURANT INDUSTRY By YU SHAN LIU Bachelor of Agribusiness Management National Pingtung

More information

School of Hospitality and Tourism

School of Hospitality and Tourism An investigation of how gender moderates the impact of Leader-Member Exchange (LMX) on front-line employees work outcomes in the hospitality industry Pola Qi Wang A thesis submitted to Auckland University

More information

Relationship among Organizational Commitment, Trust and Job Satisfaction: An Empirical Study in Banking Industry

Relationship among Organizational Commitment, Trust and Job Satisfaction: An Empirical Study in Banking Industry Abstract Research Journal of Management Sciences ISSN 2319 1171 Relationship among Organizational Commitment, Trust and Job Satisfaction: An Empirical Study in Banking Industry M Sheik Mohamed 1, M Mohiadeen

More information

School of Management & Labor Relations, Rutgers University, Piscataway, NJ Assistant Professor, Human Resource Management

School of Management & Labor Relations, Rutgers University, Piscataway, NJ Assistant Professor, Human Resource Management Han 1 JOO HUN HAN School of Management & Labor Relations Rutgers, The State University of New Jersey Janice H. Levin Building, Room 210 94 Rockafeller Road, Piscataway, NJ 08854 Tel: 848-445-9448 Fax:

More information

A Multilevel Study of Leader-Member Exchange, Group. Performance and Organization Citizen Behavior

A Multilevel Study of Leader-Member Exchange, Group. Performance and Organization Citizen Behavior A Multilevel Study of Leader-Member Exchange, Group Performance and Organization Citizen Behavior Kuo-Feng Wu Doctor Student Joseph S. Lee Professor Graduate Institute of Human Resource Management National

More information

Explaining Organizational Responsiveness to Work-Life Balance Issues: The Role of Business Strategy and High Performance Work System

Explaining Organizational Responsiveness to Work-Life Balance Issues: The Role of Business Strategy and High Performance Work System Explaining Organizational Responsiveness to Work-Life Balance Issues: The Role of Business Strategy and High Performance Work System Jing Wang1 Anil Verma 2 1 Sobey School of Business, Saint Mary's University,

More information

2007, Vol. 92, No. 3, /07/$12.00 DOI: / Wei Liu. Cheung Kong Graduate School of Business

2007, Vol. 92, No. 3, /07/$12.00 DOI: / Wei Liu. Cheung Kong Graduate School of Business Journal of Applied Psychology Copyright 2007 by the American Psychological Association 2007, Vol. 92, No. 3, 745 756 0021-9010/07/$12.00 DOI: 10.1037/0021-9010.92.3.745 Employee Self-Enhancement Motives

More information

Impact of Organizational Justice on Organizational Citizenship Behavior: An Empirical Evidence from Pakistan

Impact of Organizational Justice on Organizational Citizenship Behavior: An Empirical Evidence from Pakistan World Applied Sciences Journal 19 (9): 1348-1354, 2012 ISSN 1818-4952 IDOSI Publications, 2012 DOI: 10.5829/idosi.wasj.2012.19.09.750 Impact of Organizational Justice on Organizational Citizenship Behavior:

More information

The Effect of Organizational Communication and Job Satisfaction on Organizational Commitment in Small Businesses

The Effect of Organizational Communication and Job Satisfaction on Organizational Commitment in Small Businesses The Effect of Organizational Communication and Job Satisfaction on Organizational Commitment in Small Businesses ABSTRACT Ali Talip Akpinar (Corresponding Author) Assistant Professor of Management and

More information

The Relationship between Organizational Citizenship Behavior and Organizational Performance of Mellat Bank Personnel in Tehran

The Relationship between Organizational Citizenship Behavior and Organizational Performance of Mellat Bank Personnel in Tehran Journal of Management Sciences. Vol., 1 (11), 340-346, 2015 Available online at http://www.jmsjournal.com ISSN 2149-3324 2015 The Relationship between Organizational Citizenship Behavior and Organizational

More information

CREATIVITY AUDIT QUESTIONNAIRE

CREATIVITY AUDIT QUESTIONNAIRE CREATIVITY AUDIT QUESTIONNAIRE CREATIVITY AUDIT This audit aims to record your opinion about creativity at work in order to better address your organizational needs in terms of creativity and innovation.

More information

PERCEIVED COWORKER SUPPORT AND TASK INTERDEPENDENCE IN LAW ENFORCEMENT: A TEST OF THE MEDIATING EFFECTS OF FELT RESPONSIBILITY

PERCEIVED COWORKER SUPPORT AND TASK INTERDEPENDENCE IN LAW ENFORCEMENT: A TEST OF THE MEDIATING EFFECTS OF FELT RESPONSIBILITY PERCEIVED COWORKER SUPPORT AND TASK INTERDEPENDENCE IN LAW ENFORCEMENT: A TEST OF THE MEDIATING EFFECTS OF FELT RESPONSIBILITY R. David Fass New Mexico State University, Hrfass@nmsu.eduH, (505) 521-0833

More information

The Effect of Inter-functional Coordination on Organizational Commitment in the Hotel Industry

The Effect of Inter-functional Coordination on Organizational Commitment in the Hotel Industry The Effect of Inter-functional Coordination on Organizational Commitment in the Hotel Industry Cheng Peng Hospitality Management Program Department of Consumer Sciences The Ohio State University and R.

More information

A STUDY ON WORK LIFE BALANCE AMONG BANKING EMPLOYEES IN SHIVAMOGGA

A STUDY ON WORK LIFE BALANCE AMONG BANKING EMPLOYEES IN SHIVAMOGGA A STUDY ON WORK LIFE BALANCE AMONG BANKING EMPLOYEES IN SHIVAMOGGA SUBHADRA P.S 1 Dr KADAKOL A.M 2 1 Asst. Professor, Dept of Management Studies, JNN College of Engineering, Shimoga, Karnataka. 2 Associate

More information

RESEARCH ON DECISION MAKING REGARDING HIGH-BUSINESS-STRATEGY CAFÉ MENU SELECTION

RESEARCH ON DECISION MAKING REGARDING HIGH-BUSINESS-STRATEGY CAFÉ MENU SELECTION RESEARCH ON DECISION MAKING REGARDING HIGH-BUSINESS-STRATEGY CAFÉ MENU SELECTION Cheng-I Hou 1, Han-Chen Huang 2*, Yao-Hsu Tsai 3, Chih-Yao Lo 4 1 Department of Leisure Management, Yu Da University of

More information

Introduction. pulled into traveling by internal and external factors (Crompton, 2003). Push factors are more

Introduction. pulled into traveling by internal and external factors (Crompton, 2003). Push factors are more The effects of motivation and satisfaction of college football tourist on revisit and recommendation: a structural model Erinn D. Tucker School of Hotel and Restaurant Administration Oklahoma State University

More information

COWORKER EXCHANGE, LEADER- MEMBER EXCHANGE, AND WORK ATTITUDES A Study of Coworker Dyads

COWORKER EXCHANGE, LEADER- MEMBER EXCHANGE, AND WORK ATTITUDES A Study of Coworker Dyads Gadjah Mada International Journal of Business May-August 2007, Vol. 9, No. 2, pp. 187 215 COWORKER EXCHANGE, LEADER- MEMBER EXCHANGE, AND WORK ATTITUDES A Study of Coworker Dyads Tri Wikaningrum The purpose

More information

The Impact of Organizational Justice on Employee s Job Satisfaction: The Malaysian Companies Perspectives

The Impact of Organizational Justice on Employee s Job Satisfaction: The Malaysian Companies Perspectives American Journal of Economics and Business Administration 2 (1): 56-63, 2010 ISSN 1945-5488 2010 Science Publications The Impact of Organizational Justice on Employee s Job Satisfaction: The Malaysian

More information

behaviours, a fact in small Lobke Ebbekink

behaviours, a fact in small Lobke Ebbekink Organisational citizenship behaviours, a fact in small organisations? Lobke Ebbekink Organisational citizenship behaviours, a fact in small organisations? A study about leadership behaviour, as an antecedent

More information

INTERPRETATIVE REPORT

INTERPRETATIVE REPORT Gabriele Giorgi, Vincenzo Majer INTERPRETATIVE REPORT Name: Test date: Sample Test 05/06/2014 Gender male Seniority of service (years) 13 Age at the time of taking the test 38 Position within the organisation

More information

Leader s Human Capital as an Alternative for Relational Leadership

Leader s Human Capital as an Alternative for Relational Leadership Journal of Modern Accounting and Auditing, ISSN 1548-6583 May 2014, Vol. 10, No. 5, 560-574 D DAVID PUBLISHING Leader s Human Capital as an Alternative for Relational Leadership Paulo Lopes Henriques University

More information

ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION ABSTRACT

ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION ABSTRACT THE RELATIONSHIP BETWEEN INTRINSIC MOTIVATION AND ORGANIZATIONAL COMMITMENT AMONG PHYSICAL EDUCATION TEACHERS OF SANANDAJ CITY AKRAM ABBAS ZADEH 1, JALIL MORADI* 2 AND KOROSH VEISI 2 1 Department of Physical

More information

Customer Satisfaction and Employee Satisfaction: A Conceptual Model and Research Propositions

Customer Satisfaction and Employee Satisfaction: A Conceptual Model and Research Propositions Customer Satisfaction and Employee Satisfaction: A Conceptual Model and Research Propositions Abstract The marketing literature reflects remarkably little effort to develop a framework for understanding

More information

A Scale for Measuring Organizational Citizenship Behavior in Manufacturing Sector

A Scale for Measuring Organizational Citizenship Behavior in Manufacturing Sector Volume 6, Issue 8, February 2014 A Scale for Measuring Organizational Citizenship Behavior in Manufacturing Sector Dr. Vivek Sharma* Dr. Sangeeta Jain ** *Lecturer, Institute of Management Studies Devi

More information

Effects of Physical Environment on Brand Loyalty and Moderated Effects of Brand Image

Effects of Physical Environment on Brand Loyalty and Moderated Effects of Brand Image DOI: 10.7763/IPEDR. 2012. V56. 12 Effects of Physical Environment on Brand Loyalty and Moderated Effects of Brand Image Woo-seok Choi 1+, Jun-seokHeo 2 and Min-jae Kim 3 School of Business Kyungpook National

More information

The Effect of Transformational Leadership on Employees Self-efficacy

The Effect of Transformational Leadership on Employees Self-efficacy International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (8): 1328-1339 Science Explorer Publications The Effect of Transformational

More information

A study of the relationship between team innovation and organizational innovation

A study of the relationship between team innovation and organizational innovation Advances in Management & Applied Economics, vol.2, no.2, 2012, 19-52 ISSN: 1792-7544 (print version), 1792-7552 (online) International Scientific Press, 2012 A study of the relationship between team innovation

More information

Dorothea Wahyu Ariani Dept. of Management, Atma Jaya University Jl Babarsari No. 26 Yogyakarta, Indonesia

Dorothea Wahyu Ariani Dept. of Management, Atma Jaya University Jl Babarsari No. 26 Yogyakarta, Indonesia The Relationship between Social Capital, Organizational Citizenship Behaviors, and Individual Performance: An Empirical Study from Banking Industry in Indonesia Dorothea Wahyu Ariani Dept. of Management,

More information

Human resource management applications in the developing world: Empowering employees

Human resource management applications in the developing world: Empowering employees Iranian Journal of Management Studies (IJMS) http://ijms.ut.ac.ir/ Vol. 9, No. 4, Autumn 2016 Print ISSN: 2008-7055 pp. 795-800 Online ISSN: 2345-3745 Human resource management applications in the developing

More information

ORGANIZATIONAL CITIZENSHIP BEHAVIOR: A REVIEW OF LITERATURE

ORGANIZATIONAL CITIZENSHIP BEHAVIOR: A REVIEW OF LITERATURE ORGANIZATIONAL CITIZENSHIP BEHAVIOR: A REVIEW OF LITERATURE Papari Nayak 1, Dr. Mukulesh Barua 2 1 Research Scholar, Assam Science and Technology University, Assam, India 2 Director, Assam Institute of

More information

SENIOR OUTCOMES SEMINAR (BU385) Management

SENIOR OUTCOMES SEMINAR (BU385) Management SENIOR OUTCOMES SEMINAR (BU385) Management What is Management? A set of activities planning and decision making, organizing, leading, and controlling Directed at an organization s resources human, financial,

More information

The Effect of Transformational Leadership on Employees Self-efficacy

The Effect of Transformational Leadership on Employees Self-efficacy International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (8): 1328-1339 Science Explorer Publications The Effect of Transformational

More information

Leadership. The Nature of Leadership 12/18/2012. Learning Objectives. The Nature of Leadership. The Nature of Leadership. The Nature of Leadership

Leadership. The Nature of Leadership 12/18/2012. Learning Objectives. The Nature of Leadership. The Nature of Leadership. The Nature of Leadership Learning Objectives Leadership Chapter 10 website Mark Gosling Office: D404 Phone: 5417 Email: markg@mail.nkuht.com.tw LO1 What is leadership LO2 What traits does a leader have? LO3 Talk about leadership

More information

Description of Module Food Technology Food Business Management

Description of Module Food Technology Food Business Management Subject Name Paper Name Paper No. 14 Module Name/Title Module Id Description of Module Food Technology Food Business Management Organizational Leadership FT/FBM/09 Objectives To know about difference between

More information

Leader-Member Exchange Quality and employee work behaviours: Mediating Role of Interactional Justice

Leader-Member Exchange Quality and employee work behaviours: Mediating Role of Interactional Justice Leader-Member Exchange Quality and employee work behaviours: Mediating Role of Interactional Justice Tasneem Fatima,. Muhammad Bashir Khan, Tahir Khalili International Islamic University, Islamabad, Pakistan

More information

Research in Sport Management and Psychology, Volume 2, Issue 2: 39-44, 2014

Research in Sport Management and Psychology, Volume 2, Issue 2: 39-44, 2014 ISSN: 2345-5896 Research in Sport Management and Psychology http://www.pgsrn.com Research in Sport Management and Psychology, Volume 2, Issue 2: 39-44, 2014 The Relationship between Organizational Justice,

More information

Relationship between Organizational Culture, Transformational Leadership, Working Motivation to Organizational Commitment

Relationship between Organizational Culture, Transformational Leadership, Working Motivation to Organizational Commitment International Journal of Managerial Studies and Research (IJMSR) Volume 4, Issue 10, October 2016, PP 93-98 ISSN 2349-0330 (Print) & ISSN 2349-0349 (Online) http://dx.doi.org/10.20431/2349-0349.0410009

More information

Research on Employee Engagement Degree in IT Industry

Research on Employee Engagement Degree in IT Industry 2017 2 nd International Conference on Education, Management and Systems Engineering (EMSE 2017) ISBN: 978-1-60595-466-0 Research on Employee Engagement Degree in IT Industry Jian-dong ZHANG, Ya-ru GUAN

More information

The Impact of Organizational Citizenship Behaviour on Normative Organizational Commitment (A Case Study of Telecom Industry)

The Impact of Organizational Citizenship Behaviour on Normative Organizational Commitment (A Case Study of Telecom Industry) The Impact of Organizational Citizenship Behaviour on Normative Organizational Commitment (A Case Study of Telecom Industry) Anshika Prakash Aggarwal 1 and Saileswar Ghosh 2 1 (Faculty Management, JK Business

More information