Service Orientation Of Employees Research Articles

Linking organizational justice to tourism and hospitality employees’ service orientation: the roles of Confucian values and relationship quality

PurposeThe purpose of this study is to explore the moderating effect of Confucian values and the mediating effect of relationship quality on the relationship between organizational justice and employee service orientation in the tourism and hospitality industry.Design/methodology/approachStructural equation modeling was applied to a sample of 421 responses in a questionnaire survey from employees of tourism and hospitality firms in mainland China.FindingsEmployee relationship quality fully mediated the relationship between organizational justice and service orientation. Confucian values negatively moderated the direct effect of organizational justice on employee relationship quality and the indirect effect of organizational justice on service orientation.Practical implicationsThis study offers insights for hospitality managers how to improve employee service orientation and establish Confucian values in the practice of organizational justice. Tourism and hospitality organizations should equally treat all employees as internal customers and use distinct strategies to manage employees with high and low Confucian values in employee selection and management of training and development.Originality/valueThis study highlights the contributions of organizational justice and relationship quality to employee service orientation. It also demonstrates that Confucian values explain why many Chinese employees are less sensitive to low fairness: these values negatively moderate the organizational justice–relationship quality–service orientation relations. By linking organizational justice to relationship quality and employee service orientation, the findings enrich our understanding of the applications of internal marketing and social exchange theories under Confucian values.

Uticaj uslužne orijentacije na zadovoljstvo zaposlenih - studija slučaja "A" hoteli

Hotel business is a complex process whose primary goals are reflected in meeting the needs and wishes of guests. In order to achieve them, it is necessary for employees to develop an adequate service orientation, which would also contribute to job satisfaction. Consequently, in addition to theoretical examination of domestic and foreign scientific literature, the aim of this work is to examine the service orientation and satisfaction of guests within the first hotel chain on the territory of the Republic of Serbia. Well-known survey guidelines were used, which have also been recognized in foreign scientific literature. Based on previous research, and according to the results of this study, three factors within the service orientation of employees were singled out, while the scale of job satisfaction was expected to be one-dimensional. As part of the conclusion, some basic guidelines have been offered, which represent the backbone of the obtained statistical results.

판매원의 역량 및 조직문화가 서비스 지향성에 미치는 영향

The purpose of this study is to verify the impact of employee competency and organizational culture on employee-brand relationships, how these relationships affect service orientation, and the role of self-leadership in these relationships. Specifically, through analysis of literature and previous studies, it was assumed that the interaction through internal communication, which is an emotional factor, and the level of brand awareness of employees, would enhance employee-brand relations such as commitment, trust, and loyalty. In addition, it was assumed that this employee-brand relationship will voluntarily identify the needs of customers and provide services for them, and affect the positive effects of pride in these actions. In addition, it was attempted to verify the moderating effect of self-leadership that can make decisions on its own in the relationship between cognitive and emotional interactions between companies and employees and brands. To verify the hypothesis, a survey was conducted on 404 sales staff from 200 stores that entered five department stores in Seoul and then analyzed. As a result of the analysis, it was found that employee brand knowledge and internal service quality had a positive effect on employee-brand relationship, and this employee-brand relationship had a positive effect on employee service orientation. In addition, self-leadership strengthens the effect of employee brand knowledge on employee-brand relationships, but it was confirmed that the effect of internal service quality on employee-brand relationships was weakened. In other words, it can be seen that self-leadership that can make decisions on its own through delegation of authority results in a reduction in employee-brand relationships within companies with active interaction with employees. In this study, for the word of mouth effect of employees wanting to provide services to customers, it should be preceded by fostering brand knowledge and making employees trust and loyal to corporate brands through internal communication, and self-leadership that employees can decide on their own should act appropriately according to organizational culture. Finally, at the end of the study, limitations and future research directions were presented.

REFINING THE SERVICE ORIENTATION SCALE (SOS-22) FROM INSIDE THE CANADIAN LODGING SECTOR

Purpose – The purpose of this study is to validate and refine, as appropriate, the Service Orientation Scale in the unique context of the Canadian lodging sector, while exploring demographic differences expressed by respondents. Design – The study is based on Groves’ 34-item service orientation scale developed for the hospitality industry. Online self-administration questionnaires were completed by 348 hospitality employees. Methodology/Approach – Confirmatory factor analysis revealed extensive loading issues in Groves’ three-factor model, while also surfacing problems with item inclusion in the four-factor model presented by Kim et al. (2003). Subsequent exploratory factor analysis led to the creation of an improved 22-item service orientation scale (SOS-22). Findings – This research significantly refines the multidimensional employee service orientation scale into a scale that balances the detail of the dimensions with the parsimony of the scale design. The richness of the construct is maintained as the measures span four dimensions: organizational support, service under pressure, customer orientation, and customer relations. As recruiting and retaining employees in the hospitality industry remains a major challenge, the SOS -22 model can be used to improve employee-organization fit at the recruitment stage and help organizations find talent that will improve the customer experience and achieve organizational goals. Originality of the research – The paper demonstrates improved modelling of the service orientation scale (SOS-22) over past iterations that struggles with replication with results both valid and reliable. This research uncovers novel results in the lodging sector of the hospitality industry, while surfacing demographics differences in service orientation, both by gender and job level, missing from earlier studies.

Uslužna orijentacija zaposlenih u turističkim agencijama u Republici Srbiji

In a time of fierce competition in the tourist services market, it is very important to pay attention to businesses' service orientation towards end users. Service orientation can be considered as a competitive advantage on the demanding tourism market. In this study, the relationship between service orientation, job satisfaction and empowerment among the employees of Serbian travel agencies is examined. A survey was conducted through an online questionnaire. The survey included a total of 94 respondents. The study is aimed at investigating the connection between employee service orientation, job satisfaction and empowerment. The paper also investigates whether there are significant differences between the measured variables among the employees with and without tourism education. The results showed that job satisfaction had a significant impact on service orientation. The impact of empowerment on service orientation proved to be a less significant statistical variable. According to the research study, job satisfaction occurs as a mediator between empowerment and service orientation. Also, there is no statistically significant relationship between the measured variables and tourism-related education.

How Does Public Service Motivation Contribute to Service Orientation? Testing Mediation Models

Public service motivation is an emerging topic in the study of public administration, but no study has adequately investigated how it affects employee service orientation through job satisfaction and organizational commitment. The present study is ultimately aimed to fill the research gap by examing whether public service motivation influences service orientation and if so, whether the effect is mediated by job satisfaction and organizational commitment. Data were analyzed by using WarpPLS 6.0. Using a sample of 160 public servants in the city government of Tanjungpinang, the results indicate that employee service orientation is directly and positively affected by PSM. In addition, public service motivation also has an indirect impact on employee service orientation through job satisfaction and organizational commitment. Furthermore, the theoretical and practical implications of the study for human resources management in the public sector are discussed.

Uticaj inovacija na usluznu orijentaciju zaposlenih u hotelijerstvu

Uticaj inovacija na usluznu orijentaciju zaposlenih u hotelijerstvu

The effect of servicescape of exhibition and convention facilities in Korea and China on service orientation, job satisfaction, and organizational commitment

This study analyzes the effect of the servicescape components of exhibition and convention facilities on the service orientation, job satisfaction, and organizational commitment of employees in Korea and China. First, the results show that air-conditioned environment, functionality, and space accessibility have a significant effect on the relationship between servicescape and service orientation. However, esthetic impression and safety have no significant effect. Second, service orientation has a significant effect on job satisfaction and organizational commitment, but job satisfaction has no significant effect on organizational commitment. Third, when comparing Korea and China, the air-conditioned environment was controlled only on the Chinese side, but not estheticism. Functionality, safety, and space accessibility have a moderate effect only on the Korean side. In addition, the relationship between service orientation, job satisfaction, and organizational commitment shows moderate effects in both Korea and China, and job satisfaction and organizational commitment did not show any control effect. The study results suggest some servicescape factors that should be complemented to improve the service orientation of employees in exhibition and convention facilities in Korea and China. Furthermore, the results confirm that service orientation relates to job satisfaction and organizational commitment in both Korea and China.

Hospitality service climate, employee service orientation, career aspiration and performance: A moderated mediation model

This study tested a moderated mediation model involving hospitality employees’ service climate perception, service orientation, career aspiration and service performance. Using a sample of 500 frontline service employees in ten restaurants of a hospitality chain company in China, the study found that employees’ service orientation partially mediated the relationship between service climate and self-reported/supervisor-reported service performance. Furthermore, career aspiration moderated the mediation effect of service orientation between service climate and self-reported service performance. However, such a moderating effect was not confirmed when service performance was measured by supervisors’ ratings. The study highlights the importance of employees’ service orientation and career aspiration in hospitality human resource management practices.

Leadership style and service orientation: the catalytic role of employee engagement

PurposeThe purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in this study examines three models of influence on SO. The first model evaluates the influence of leadership on SO, the second focuses on the influence of EE on SO and the third explores the influence of leadership on SO through EE. The study provides evidence to support that the relationship between leadership styles and SO is impacted by EE. The results suggest that organizations need to develop systems and processes that focus on the employee and EE for definitive service outcomes. At a theoretical level, the paper provides a direction for further exploration of an integrated theory of leadership and engagement to drive SO in organizations.Design/methodology/approachThis empirical study uses a cross-sectional descriptive design. Hierarchical regression and mediation analysis were applied to process the data that were collected from more than 400 front-line employees from five service sector organizations in the Delhi-National Capital Region (Delhi-NCR) of India using validated instruments.FindingsThe results from this study reveal both direct and indirect relationships among the variables. EE emerged as a critical variable that influences SO of employees. EE partially mediates the transformational leadership style-SO relationship and also the passive-avoidant-SO relationship and it fully mediates the transactional leadership-SO relationship. While all relationships of leadership-engagement, leadership-SO and engagement-SO are significant, the mediating effects accentuate the importance of EE in organizations.Practical implicationsLeadership style on its own has a direct bearing on EE and SO of employees, the three associations are significantly impacted under the mediating influence of EE. With EE emerging as a critical factor, organizations need to ensure engaging behaviors are measured and enhanced throughout the employee-life-cycle including hiring, training, rewarding and managing performance. The results of the study suggest that an integrated approach of developing and inculcating leadership styles that drive EE could be the basis for leadership development programs especially in the service sector organizations.Originality/valueThe originality of the paper is derived from the three variables studied in the context of the sample characteristics (front-line employees, young), industry sector (across service sector) and geographical location (Delhi-NCR-India). Not many empirical studies on these variables are available from the region. The empirical evidence on the influence of EE adds weight to the growing strategic importance of EE in organizations. The research also highlights leadership and EE together influence specific employee attitudes and behavior (SO).

Uslužna orijentacija zaposlenih u restoranima

The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and co-operative towards customers. Customer-oriented behaviors include: helping customers; helping customers to assess their needs; offering service that will satisfy those needs; describing services accurately; avoiding deceptive manipulations; and avoiding the use of high-pressure tactics. Service orientation should be understood as a major vehicle in which managers have established differentiation among competing companies. The fact is that frontline employees (e.g. servers and bartenders) with a high degree of service orientation influence restaurant diners' perceptions of service quality and ultimately lead to diners' satisfaction and loyalty. This paper will present what the guests' expectations are, what the service orientation means and which factors have influence on employee service orientation.

Researching connection between service orientation and work satisfaction: A study of hotel employees (Novi Sad, Serbia)

In recent years, researches of service industry put in the centre of many papers the phenomena of the relation between service orientation and work (job) satisfaction of the employees in the service sector. It have been analyzed many factors that affect the quality of hotel services and opportunities to improve service processes. One of the most important factor of service quality in the hospitality industry is service orientation of employees. On the other side, if the employees are satisfied with the work they are motivated to satisfy customer needs. The purpose of the paper is to study connections and differences among the hotel employees in service orientation and work satisfaction. To determine these issues, we used service orientation scale, developed by Dienhart, Gregoire, Downey and Knight (1992) and work satisfaction scale developed by Lytle (1994). We expected three factor solution for service orientation scale and uni-factor solution for work satisfaction. The results will be discussed and some practical recommendations will be given. .

The Effect of Employee's Service Orientation to Customer Orientation, Service Value, and Satisfaction on Financial Service

The Effect of Employee's Service Orientation to Customer Orientation, Service Value, and Satisfaction on Financial Service

Service sells: Exploring connections between customer service strategy and the psychological contract

AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.

Service sells: Exploring connections between customer service strategy and the psychological contract

AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.

Achieving long‐term customer satisfaction through organizational culture

PurposeCustomer satisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of cultural dimensions on the customer service orientation of employees and recognize potential variations between the perceptions of managerial and non‐managerial employees regarding the aforementioned relationship.Design/methodology/approachThe study took place in 20 Greek public hospitals, where 749 usable questionnaires were gathered from front‐line employees. The questionnaire responses were analysed using descriptive statistics, t‐tests, and regression analyses.FindingsFindings provide insight into the perceptions of front‐line employees regarding the effect that organisational culture dimensions have on customer service orientation. Some effects were uniform for all employees, while others varied depending upon the position occupied by the employee. Other than aggressiveness, decisiveness, and innovativeness that affect all employees, eagerness to identify and fulfil customer needs is influenced by age and tenure in the case of managers whereas it is affected by emphasis on rewards and outcome orientation in the case of non‐managers.Research limitations/implicationsOwing to the fact that all variables depict employees' perceptions, common method variance is likely to exist. Moreover, the strength of cultural traits was not taken into consideration.Practical implicationsDeveloping a culture which fosters customer satisfaction can provide a competitive advantage to the organisation. It is, thus, critical for organisational agents not only to have a clear view of the existing culture but also to shape it in such a way that emphasizes customers' needs and priorities.Originality/valueThis is one of the first comparisons between managers and non‐managers, regarding customer service orientation antecedents, and it suggests that convincing all employees to put customer needs first requires different approaches in different segments of the workforce.

Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant

The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. The purpose of this study is to examine the relationship between employee service orientation (customer focus, organizational support, and service under pressure) and employees’ job satisfaction, organizational commitment, and employees’ intention of leaving. For these purposes, the authors developed structural equations modeling. The empirical results are as follows. First, the customer focus of employees was negatively associated with employees’ job satisfaction, but positively associated with their organizational commitment. Second, organizational support was positively associated with job satisfaction. Third, job satisfaction was positively associated with organizational commitment, but negatively associated with employees’ intention of leaving. Finally, organizational commitment was negatively associated with intention of leaving.

An Empirical Analysis of Service Orientation and its Impact on Employee Job Performance in Upscale Hotels

This research investigated the service orientation of employees of upscale hotel properties. Employees (N = 355) and supervisors/managers (N = 41) of three full-service hotels located in a large metropolitan market in the Midwest participated. Significant differences were found in the employee empathy and sensitivity components of the Service Orientation Index (SOI). High customer contact employees, as determined by their own self-rating, had significantly higher scores on the sensitivity component of the SOI than employees who rated themselves as having low contact with guests. Results suggested that position-defined contact could predict employee self-rated job performance, but the interaction of the position-defined contact and SOI scores did not moderate employee self-rated job performance. Findings indicated that supervisor/manager ratings of employee job performance cannot be predicted from SOI scores, and the interaction of position-defined contact did not moderate supervisor/manager ratings of employee job performance in predicting service orientation.

Relationship Between the Service Orientation of Employees and Operational Indicators in a Multiunit Restaurant Corporation

Much of the recent discussion of service has been based on the premise that good service leads to good operational results; however, little research has been conducted to examine this assumption. T...

Quality of patient meal service in hospitals: Delivery of meals by dietary employees vs delivery by nursing employees

Objective To compare patient assessment of meal-service quality and employee-service orientation in hospitals where dietary employees deliver meals trays and in hospitals where nursing employees deliver meal trays. Design Survey. Setting General, medical-surgical (not Veterans Administration) hospitals of 300 to 500 beds with a self-operated foodservice department and a centralized, conventional food production system. Subjects 552 patients and 192 employees in nine hospitals geographically dispersed in the midwestern and eastern United States. Dietary employees delivered meal trays in five of the hospitals and nursing employees delivered trays in four. Main outcome measures On a five-point scale, patients indicated level of agreement with 16 statements about hospital meal service. Employees who delivered meal trays rated their agreement with 20 service orientation statements on a five-point scale. Statistical analysis Factor analysis with varimax rotation, χ 2 analysis, and analysis of variance. Results Patient assessment of the quality of meal service was multidimensional. Patients gave more positive ratings to characteristics of the personnel delivering the tray than to the quality of the food. Patients in hospitals where dietary employees delivered meal trays rated the quality of food significantly higher ( P < .01) than did patientsin hospitals where nursing employees delivered trays. Service orientation of the personnel delivering the trays was also multidimensional. Dietary and nursing employees did not differ in their personal motivation toward providing service; however, dietary employees rated the organizational support for providing service significantly higher ( P < .001) than did nursing employees. Nursing employees were significantly more positive ( P < .05) than dietary employees about their interactions with patients. Conclusions Patient perceptions of service quality differed in hospitals where dietary employees delivered meal trays and in those where nursing personnel delivered trays. Dietary and nursing employees differed in some aspects of their service orientation.