Behavioral Services Research Articles

Perceived overqualification and service behavior: a moderated mediation model of nurses' silence toward patient safety and praise from patients.

Using conservation of resources (COR) theory as our theoretical basis, we investigate how nurses' perceived overqualification influences their service behavior. In doing so, we highlight nurses' silence toward patient safety and praise from patients as a mediator and moderator, respectively. Data were collected from 201 nurses employed in a Greek public hospital. Toexamine the present hypotheses, we used the PROCESS macro. We found that nurses' perceived overqualification affects their silence toward patient safety, which in turn leads to reduced levels of service behavior. Furthermore, praise from patients attenuated the relationship of perceived overqualification with nurses' silence toward patient safety, such that this association was significant only when praise from patients was low. Similarly, the indirect linkage of perceived overqualification with service behavior through nurses' silence toward patient safety was significant only for nurses who had low levels of praise from patients. This is one of the few studies that examine the phenomenon of perceived overqualification in nursing. Specifically, the potential effect of nurses' perceived overqualification on their service behavior has been neglected. In addition, less is known about how nurse-patient interaction mitigates or boosts nurses' experience of overqualification. By investigating the mediating and moderating mechanisms, this study extends the existing literature regarding why and how perceived overqualification affects nurses' service behavior. Based on our findings, we discuss implications for theory and practice.

호텔 직원의 문화적 역량이 잡크래프팅 및 친사회적 서비스 행동에 미치는 영향

This study aimed to confirm the effect of hotel employees' cultural competence on job crafting and pro-social service behavior. Accordingly, this study classified cultural competence into cultural awareness, knowledge, and experience, job crafting into task, relational, and cognitive crafting, and pro-social service behavior into extra-role behavior, role-prescribed service behavior and employee cooperation, and attempted to examine the relationships among these variables. To this end, data for empirical analysis were collected and analyzed from 209 employees of five-star hotels in Seoul. The empirical analysis results showed that the sub-factors of cultural competence of hotel employees generally had a positive effect on job crafting. However, among cultural competence, cultural awareness was found to have a positive effect on task and cognitive crafting, but not on relational crafting. In addition, it was confirmed that the sub-factors of hotel employees' job crafting generally had a positive effect on pro-social service behavior. However, cognitive crafting, a sub-element of job crafting, was found to have no effect on extra-role behavior, a sub-element of prosocial service behavior. The results of this study suggest implications for the importance of competencies and job crafting necessary for hotel employees to improve pro-social service behaviors in responding appropriately to domestic and foreign customers.

Why should I trust you? Influence of explanation design on consumer behavior in AI-based services

Why should I trust you? Influence of explanation design on consumer behavior in AI-based services

A Digital Approach for Addressing Suicidal Ideation and Behaviors in Youth Mental Health Services: Observational Study.

Long wait times for mental health treatments may cause delays in early detection and management of suicidal ideation and behaviors, which are crucial for effective mental health care and suicide prevention. The use of digital technology is a potential solution for prompt identification of youth with high suicidality. The primary aim of this study was to evaluate the use of a digital suicidality notification system designed to detect and respond to suicidal needs in youth mental health services. Second, the study aimed to characterize young people at different levels of suicidal ideation and behaviors. Young people aged between 16 and 25 years completed multidimensional assessments using a digital platform, collecting demographic, clinical, social, functional, and suicidality information. When the suicidality score exceeded a predetermined threshold, established based on clinical expertise and service policies, a rule-based algorithm configured within the platform immediately generated an alert for treating clinicians. Subsequent clinical actions and response times were analyzed. A total of 2021 individuals participated, of whom 266 (11%) triggered one or more high suicidal ideation and behaviors notification. Of the 292 notifications generated, 76% (222/292) were resolved, with a median response time of 1.9 (range 0-50.8) days. Clinical actions initiated to address suicidality included creating safety plans (60%, 134/222), conducting safety checks (18%, 39/222), psychological therapy (8%, 17/222), transfer to another service (3%, 8/222), and scheduling of new appointments (2%, 4/222). Young people with high levels of suicidality were more likely to present with more severe and comorbid symptoms, including low engagement in work or education, heterogenous psychopathology, substance misuse, and recurrent illness. The digital suicidality notification system facilitated prompt clinical actions by alerting clinicians to high levels of suicidal ideation and behaviors detected among youth. Further, the multidimensional assessment revealed complex and comorbid symptoms exhibited in youth with high suicidality. By expediting and personalizing care for those displaying elevated suicidality, the digital notification system can play a pivotal role in preventing rapid symptom progression and its detrimental impacts on young people's mental health.

Relación entre los años de servicio y las dimensiones de la conducta de ciudadanía organizacional en operarios peruanos: un análisis de red convergente

The aim of this research was to examine the relationship between the dimensions of organizational citizenship behavior and years of service in a balanced sample of 150 employees, comprised of 55.3 % men and 44.7 % women. The majority of the participants were young, with 49.3 % between the ages of 18 and 30. The results reveal a dynamic and stable network, highlighting that Altruism and Civic Virtue show the strongest correlation (r = .38), suggesting that a strong commitment to organizational goals promotes altruistic behaviors. In contrast, Years of Service and Altruism present a significant negative correlation (r = -.31), indicating that employees with less seniority tend to exhibit greater altruism. In terms of centrality indices, Sportsmanship stands out as the behavior with the greatest sum of weighted connections, suggesting a predominant role in influencing other behaviors. Additionally, Altruism not only shows a strong correlation with Civic Virtue but also has the greatest expected influence in the network, reflecting a generally positive impact. In conclusion, these findings provide a detailed view of how various behaviors influence work dynamics and offer valuable insights for human resource management in promoting a collaborative and positive work environment.

Examining Perceived Privacy, Perceived Security and Technology Anxiety into UMEGA in Improving Adoption Behavior of E-Government Services: An Evidence from Pakistan

This study examines the relationship of perceived privacy, perceived security, technology anxiety, effort expectancy, and performance expectancy with citizens’ adoption behavior directly and through trust and attitude. This study integrated perceived privacy, perceived security, and technology anxiety into the UMEGA framework. Data were collected from 759 citizens in Pakistan and analyzed through partial least square structural equation modeling (PLS-SEM) using SmartPLS 4.0 software. The results demonstrate that perceived privacy, perceived security, technology anxiety, effort expectancy, and performance expectancy positively impact citizens’ adoption behavior directly and through attitude and trust. This study implies that the policymakers and the relevant authorities of the Pakistani government should improve citizens’ trust by addressing their privacy and security concerns. By enhancing privacy and security, citizens’ participation in e-government services can be increased through their positive attitude and trust in these platforms. Moreover, this research suggests making simple video tutorials explaining how people of Pakistan can use e-government services to decrease technology anxiety among the public.

The Role of Healthcare Providers in Shared Decision Making for Cervical Cancer Prevention in Ghana: A Qualitative Study.

Background: Cervical cancer is currently the second leading cause of cancer death among women in Ghana. Several studies have identified healthcare providers as key stakeholders in cervical cancer prevention. There is limited data on the role healthcare providers in Ghana play in shared decision making for cervical cancer prevention. The purpose of this study was to investigate healthcare providers' perceptions about women's cervical cancer prevention behaviors and their practices for recommending cervical cancer prevention services to their patients. Methods: In-depth interviews were conducted with healthcare providers (n=27) working at healthcare institutions in Ghana. Qualitative analysis was done using in-vivo coding and thematic content analysis. The PEN-3 model, and the SHARE approach were used as the theoretical framework for the study. Results: Healthcare providers were the main source of cervical cancer information for their patients. However, several providers acknowledged that they have inadequate knowledge about cervical cancer. Several providers stated that they seek their patients' opinion about cervical cancer when recommending cervical cancer prevention services to them. Most of the providers recommend cervical cancer prevention services when patients have suggestive symptoms. They address their patients' concerns and fears about cervical cancer by educating and reassuring them. The cost of preventive services, lack of knowledge, cultural and religious beliefs, were identified as major factors that influence their patients' health seeking behavior for cervical cancer prevention services. Conclusion: In Ghana, healthcare providers play a significant role in cervical cancer prevention. Therefore, there is a need for training programs to empower providers in shared decision making, and in recommending cervical cancer prevention services to patients.

Promoting proactive extra-role service behaviors through empowering leadership: the role of mindfulness

PurposeBased on conservation of resources theory, this study aims to understand how employees’ level of mindfulness serves as a boundary condition capable of negatively conditioning the process through which empowering leadership affects employees’ proactivity and extra-role service (ERS) behaviors.Design/methodology/approachA total of 361 Spanish frontline employees in the hospitality sector collaborated in this research. We tested our hypotheses using a bootstrapping method to perform a regression study employing the PROCESS macro developed for Statistical Package for Social Sciences (SPSS).FindingsAs expected, our results confirmed the direct and indirect positive effects between empowering leadership and ERS. However, these effects nearly disappeared when employees exhibited high levels of mindfulness.Originality/valueWorker ERS behavior is a key way for hotels to distinguish themselves from competitors. Paradoxically, ERS is discretionary and not part of the employee’s formal duties. Although mindfulness is often promoted to enhance organizational functioning, our study highlights its drawbacks in hospitality. Hotel work requires proactive decision-making, and we found that mindfulness curbs this, thereby impeding ERS. This study suggests that mindfulness may act as an anchor in a service work environment.

The self-distancing perspective of daily customer mistreatment and employee service behaviors

Recent research has explored employees' functional and dysfunctional reactions to customer mistreatment, acknowledging the diverse impacts it can have. Drawing on self-distancing theory, this study offers a novel investigation into hospitality employees’ varied reactions to daily customer mistreatment and identifies the boundary conditions that influence these responses. Using an experience sampling method research design, we conducted a ten-day daily diary survey of 82 hotel employees. Our results reveal that when hospitality employees adopt a self-distanced perspective following daily customer mistreatment, they are more likely to engage in problem-solving pondering during the evening, which leads to enhanced next-day proactive customer service performance. In contrast, when they adopt a self-immersed perspective, they tend to engage in affective rumination during the evening, which increases next-day service sabotage. Additionally, daily coworker reframing strengthens the relationship between daily customer mistreatment and problem-solving pondering during the evening and enhances the mediating role of problem-solving pondering during the evening between daily customer mistreatment and next-day proactive customer service performance. Conversely, daily venting with coworkers reinforces the connection between daily customer mistreatment and affective rumination during the evening, and intensifies the mediating effect of affective rumination during the evening between daily customer mistreatment and next-day service sabotage.

The Role of Organisational Culture and Situational Factors in Predicting Workplace Deviation Among Public Employees

Purpose – This study examined the influence of situational factors on organisational deviance and how organisational culture could mediate these factors among public employees. Aims(s) – The study aimed to identify predictors of workplace deviant behaviour in the public service and the mediatory roles of organisational cultures in these predictors. Design/methodology/approach – The study employed a quantitative approach using a cross-sectional survey design to collect data from 430 participants; the analysis included regression analysis and structural equation modelling to examine the mediating effect of organisational culture. Findings – The results of the structural equation modelling adopted in the data analysis revealed that injustice, stress, and lack of support were responsible for the increased observed organisational behaviour. The result also revealed that perceived organisational injustice and work stress levels significantly predict deviant behaviour among the studied group, while the organisation's culture mediated the influence of justice and stress predictor variables. Limitations of the study – The study outcome may not be free of sampling error and non-response error due to self-reported surveys that could be subject to bias. The sample may be limited to public service, thus limiting the generalisation of the findings to other sectors. Practical implications and Originality/value – The study contributes to the literature on the mediating role of organisational culture in deviant work behaviour. It also shows how the organisational culture could be used to control or prevent this cankerworm called workplace deviation among employees who implement policies within the organisation.

Validation of a Service Behavior Measurement According to Emergency Medical Standards of Health Personnel: Cross-Sectional Study

Background: Emergency medical services are in pre-hospital health services. This is a critical time, important to the lives of emergency patients. Using a measure to assess the service behavior according to emergency medical standards (SB-EMS) will help medical personnel perform their work according to standards, resulting in emergency patients having more chances of survival and safety. Objective: To validate the measurement tool of SB-EMS for evaluating quality, accuracy, and reliability. Materials and Methods: The present study was a cross-sectional study executed between January and May 2024 designed by collecting data based on 205 health personnel, which consisted of professional nurses, paramedics, and emergency medical technicians working in the Bangkok emergency medical service system through stratified random sampling. The data were collected with a 6-rating scale questionnaire. An initial sampling from 30 participants gave a Cronbach’s alpha of 0.77 to 0.84 and item-total correlations of 0.55 to 0.79. Data was analyzed by confirmatory factor analysis (CFA) using LISREL version 8.72. Results: CFA confirmed the construct validity of measures with empirical data. The 16-item of service behavior according to the emergency medical standards scale achieved an overall Cronbach’s alpha of 0.93 and factor loading between 0.59 to 0.87. There was a chi-square value of 166.35 at 85 degrees of freedom. The probability was 0.000, comparative fit index (CFI) was 0.99, root mean square error of approximation (RMSEA) was 0.06, and standardized root mean square residual (SRMR) was 0.04. Conclusion: The developed scales serve as high-quality assessment tools for human resources specialists or academicians in screening or assessing SB-EMS of health personnel.

Exploring High-Performance Work Systems and Sustainable Development in the Hospitality Industry

This study examines the impacts of high-performance work systems (HPWS) on employee career decision-making self-efficacy (CDMSE) and service performance with regard to the theory of reasoned action in the hospitality industry. Recognizing the critical influence of human interaction and service quality on customer satisfaction, this study demonstrates that HPWS can lead to a motivated and skilled workforce, enhancing CDMSE and service excellence. Employing a quantitative research design, this study analyzes data collected from hospitality employees to assess the relationship between HPWS, CDMSE, and service performance. The findings reveal that HPWS significantly enhance employee service performance by boosting CDMSE, which in turn leads to proactive service behaviors. Furthermore, this study highlights the moderating role played by service climate, showing that a supportive environment amplifies the positive effects of HPWS on employee service outcomes. These insights contribute to an improved theoretical understanding of HR practices in the hospitality sector and offer practical implications for organizations aiming to improve service quality while supporting sustainable hospitality development.

Correction: Individual learning ambidexterity behavior and individual job performance in services: the role of organizational structure

Correction: Individual learning ambidexterity behavior and individual job performance in services: the role of organizational structure

Interplay between online customer experience and customer citizenship behaviour towards mobile shopping applications

ABSTRACT In the service industry, embracing customers as valuable resources and stimulating their citizenship behaviours provides a competitive edge. However, there is a dearth of studies on customer citizenship behaviour (CCB) in mobile application services. This study focuses on how online customer experience (OCE), particularly in mobile shopping applications (MSAs), affects CCB. Data from 410 Indian MSA users were collected and analysed using structural equation modelling. The analysis reveals that two aspects of the customer experience – cognitive (users’ perceptions and thoughts about the app) and sensory (the app’s design and visual appeal) – strongly influence key CCB elements, such as customer advocacy, helpfulness, and tolerance. The findings emphasise the relevance of OCE in improving CCB towards MSAs. It will assist marketers in formulating effective branding strategies that drive value co-creation and long-term customer engagement.

Empirical Reality versus Theoretical Framework: Street-Level Bureaucrats' Behavior in Driver's License Services at Pinrang Police Resort, Indonesia

This study investigates the behavioral dynamics of street-level bureaucrats (SLBs) in the driver's license (SIM) service at the Pinrang Resort Police (Polres Pinrang) in Indonesia, juxtaposing empirical findings with Michael Lipsky's seminal theory of street-level bureaucracy. Employing a qualitative phenomenological methodology, the research seeks to elucidate the influence of working conditions on SLBs' behavioral patterns and the consequent impact on public service quality. Data were collected through semi-structured interviews with SLBs and service recipients, non-participant observations, and document analysis, then subjected to iterative thematic analysis using interactive model. The findings reveal notable divergences from Lipsky's theoretical propositions. SLBs at Polres Pinrang encounter reduced ambiguity in policy objectives and performance evaluation, attributable to effective communication channels, comprehensive standard operating procedures, and a robust performance appraisal system. Despite resource limitations and escalating service demands, SLBs exhibit adaptability in delivering responsive services through access rationing strategies, task routinization, and collaborative partnerships with interdepartmental units and community stakeholders. Contrary to the nonvoluntary client interactions posited by Lipsky, SLB-SIM applicant engagements are characterized by enhanced humanization and responsiveness. Nevertheless, Lipsky's theoretical insights maintain relevance in the broader landscape of public service provision. The study underscores the criticality of striking a balance between procedural adherence and client-centric responsiveness to optimize service quality.

The impact of smart elderly care service acceptance on elderly service usage behavior in Xi’an: An analysis of mediating effects based on the UTAUT model and the moderating role of digital literacy

As the aging trend intensifies, the Chinese government prioritizes technological innovation in smart elderly care services to enhance quality and efficiency, catering to the diverse needs of the elderly. This study examines the acceptance and usage behavior of smart elderly care services among elderly individuals in Xi’an, using a modified Unified Theory of Acceptance and Use of Technology (UTAUT) model that includes digital literacy as a moderating variable. Data were collected via a survey of 299 elderly individuals aged 60 and above in Xi’an. The study aims to identify factors influencing the acceptance and usage behavior of smart elderly care services and to understand how digital literacy moderates the relationship between these factors and usage behavior. Regression analysis assessed the direct effects of Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), and Facilitating Conditions (FC) on usage behavior. These dimensions were then integrated into a comprehensive index Service Acceptance to evaluate their overall impact on usage behavior, with behavioral intention examined as a potential mediating variable. Results indicate that EE and SI significantly impact the adoption of smart elderly care services, whereas PE and FC do not. Behavioral intention mediates the relationship between these variables and usage behavior. Additionally, gender, age, and digital literacy significantly moderate the impact of service acceptance on usage behavior. This study provides valuable theoretical and practical insights for designing and promoting smart elderly care services, emphasizing the importance of usability and social promotion to enhance the quality of life for the elderly.

REVEALING ANOMALIES BY NETWORK PACKET FLOODING ON BUILT FTP AND OPENSSH SERVERS IN CONTROLLED LAB ENVIRONMENT

This scientific paper investigates the effects of network packet flooding on FTP (port 21) and SSH (port 22) protocols, aiming to reveal and document anomalies in server behavior under high-load conditions. By simulating packet flooding in a controlled lab environment, an analysis on vulnerabilities and anomalies unique to each protocol is conducted in order to the improve defensive capabilities. The results provide guidance on best practices to secure FTP and OpenSSH services against malicious traffic, such as Distributed Denial of Service (DDoS) attacks, supporting wider network security strategies.

Mother's Perspective and Trust Toward Integrated Services Post (Posyandu) in Indonesia

Background The Integrated Services Post (ISP), also known as Posyandu, is a program designed to enhance maternal and child health by providing integrated basic health services. For years, communities have relied on ISP as a primary source of health information, particularly for maternal and child health needs. This study seeks to assess mothers’ knowledge, perspectives, and family support related to ISP, focusing on maternal understanding, behavior, family support, and trust in ISP services as measured by the Health Collaborative Center Survey. Methods A cross-sectional study was conducted using an online survey (Google Form) from February to March 2023. A total of 2,155 mothers were randomly selected as respondents. Data were collected via a self-designed questionnaire adapted from multiple sources, measuring knowledge, behavior, and family support regarding ISP. Descriptive statistical analysis was applied to interpret mothers’ knowledge, behaviors, and levels of family support. Results The majority of respondents demonstrated good knowledge of ISP services. Over 98% of mothers correctly identified the appropriate time for weighing children, understood the definition of ISP, and recognized the benefits of weighing children at ISP. More than 70% of mothers correctly answered questions about ISP schedules, recommended child weighing age, and the use of the Health Card (HC). Mothers exhibited positive behavior and high trust toward ISP, with 88.5% strongly believing that ISP can contribute to improving maternal and child health. Family support was generally high, though 4% of respondents reported that their husbands or families opposed immunization, thus limiting their engagement with ISP services. Conclusion The majority of mothers in this study possess adequate knowledge, exhibit positive behavior, have high trust in ISP services, and receive substantial family support. Nevertheless, further education and community outreach are needed to improve understanding of severe malnutrition management, the importance of ISP services, and the benefits of immunization.

An AAT technique based fatigue evaluation of composite corrugated steel web girders under coupled flexural load and temperature gradient

Medium-to-long spanned composite corrugated steel web (CSW) girders have recently been extensively constructed in the hot-humid terrains. Their degraded structural behavior in service has been concerning due to the presence of surface cracks under vehicle load-induced fatigue and repeated temperature fluctuation as coupled loads. This paper presents an experimental coupled loading study for such a structure with a CSW dimensional scale factor comparable to contemporary research work. An innovative artificial acceleration testing (AAT) technique was developed to fulfill the fatigue experimental test under controlled periodic variation of temperature. The structural deterioration modes during the whole fatigue loading progress have been analyzed. A new equation was proposed for the calculation of the coupled stress field incorporating the compatible strain condition at the steel-concrete interface under coupled loads. The resultant S-N relations based on fracture mechanics are demonstrated to be reasonably consistent with codified detail categories. The stress intensity factor allowing for crack geometry and the heat flux due to the prescribed temperature difference was developed and justified for the analytical remaining fatigue life analysis. The results can provide a reference for the development of AAT technology and the basic theory of thermal-structural analysis for these girders in the future.

State-of-the-art of fatigue performance and estimation approach of orthotropic steel bridge decks

The structural service behaviors and fracture failures of orthotropic steel bridges are significantly depended on its anti-fatigue performance. Therefore, an urgent requirement is needed for a state-of-the-art summary of the fatigue failure mechanism and life evaluation is needed, to sort out research focuses and development direction, such as to establish the whole-life anti-fatigue theory of steel bridges. The fatigue failure mechanism of cracks observed at U-rib-to-deck joints is revealed with a higher appearance rate of 50.0 %, compared to U-ribs and U-rib-to-crossbeam joints. Fatigue cracks are validated to originate at weld toe or root of U-rib-to-deck joints, and propagated along the deck thickness direction. Then the fatigue performance of deck plates is improved using advanced techniques, such as steel jacketing and polymer rebars. A suitable S-N curve-based anti-fatigue design approach can be adopted based on the application scope, stress amplitude and joint types. Advanced techniques have been implemented to monitor the health state of steel bridge components, and detect the potential appearance of fatigue cracks. Further, the fatigue failure life of orthotropic steel bridges is extended by 1 to 12 times at most, and the fatigue strength of vulnerable positions is correspondingly reduced by 20 % to 80 %.