Employees In Service Industry Research Articles

The Impact of Job Demands and Resources on Occupational Well-being, Job Engagement, and Turnover Intention: The Mediating Role of Occupational Well-being

This study investigated the relationships between obstructive job demands, challenging job demands, job resources, occupational well-being, job engagement, and turnover intention among employees in the service industry. The study utilized a sample of 439 employees from various service industries in China, and data was collected through self-report questionnaires. Structural equation modeling was used to analyze the relationships between the variables.The results of the study showed that obstructive job demands had a significant negative effect on occupational well-being and job engagement, and a significant positive effect on turnover intention. In contrast, challenging job demands and job resources had a significant positive effect on occupational well-being and job engagement, and a significant negative effect on turnover intention. Additionally, occupational well-being had a significant positive effect on job engagement and a significant negative effect on turnover intention.The study contributes to the existing literature by providing empirical evidence on the relationships between job demands, job resources, occupational well-being, job engagement, and turnover intention among service industry employees in China. The findings of this study have practical implications for service industry managers and policymakers who seek to enhance employee well-being, engagement, and retention.However, the study has limitations, including the use of a cross-sectional design, self-report measures, and a sample from only one country and industry. Future research should use longitudinal designs, objective measures, and diverse samples to overcome these limitations and provide a more comprehensive understanding of the relationships among the variables in different contexts.

How Ethical Leadership Cultivates Innovative Work Behaviors in Employees? Psychological Safety, Work Engagement and Openness to Experience

In this study, social exchange theory and social learning theory are integrated to explain how and when ethical leaders promote innovative work behaviors among employees. Specifically, this research developed a moderated mediation model to examine the mediating effect of psychological safety and work engagement and the moderating effect of openness to experience. The survey data were collected from 397 full-time employees of various service industry companies operating in China in two stages with a two-week gap. SPSS and AMOS were used to assess the study hypotheses. First, SPSS 22.0 was used to test the reliability of variables and conduct descriptive statistics, correlation, and regression analysis, and AMOS 22.0 was used to conduct confirmatory factor analysis. Second, Version 22 of SPSS and the PROCESS macro were used to analyze mediation, moderation, and conditional process effects. The results indicated that ethical leadership was positively related to employees’ innovative work behavior. Ethical leadership significantly positively affects employees’ innovative work behaviors by mediating psychological safety and work engagement. Moreover, the results showed that openness to experience plays a moderating effect in the positive relationship between work engagement and employees’ innovative work behavior. Finally, openness to experience moderates the indirect relationship (via work engagement) between ethical leadership and employees’ innovative work behavior. This research contributes to the existing literature on ethical leadership and provides a reference for companies to stimulate employees’ innovative work behavior.

항공서비스 산업 종사자의 직무 스트레스와 직무 불안정성, 우울감 간의 영향 관계

Changes in airport and airline employment patterns were caused by the development of airline transportation and competition in the airline service industry. In an unstable employment environment, such as outsourcing and non-regular jobs, the concept of job stress, job instability, and depression must be important issues for workers who perform a high level of emotional labor. The purpose of this study was to examine the relationship between job stress, job instability, and depression among workers in the airline service industry who had direct contact with customers, as well as the effect of positive psychological capital as a moderating variable for prevention and treatment. An online survey of workers in the domestic airline service industry was conducted for this purpose, and 222 valid samples were obtained. Factor analysis and regression analysis were used to investigate the relationship between job stress, job instability, depression, and positive psychological capital. The study's findings are as follows. For starters, there was a statistically significant link between job stress, job insecurity, and depression. Job stress had an effect on both job insecurity and depression. Second, job insecurity had a negative impact on depression. Third, as a moderating variable, positive psychological capital was found to have an effect on job stress, job instability, and depression. This study discovered that job stress had an impact on job instability and depression among airline workers. The outcome can be used to detect job stress and improve employee mental health. Employees in the airline service industry may experience job stress, job insecurity, and depression, which can have a negative impact on corporate performance. As a result, in order to reduce workers' negative psychological status, airlines must apply the concept of positive psychological capital to manpower management.

The Role of Innovation Capability in the relationship between Entrepreneurial Leadership and Innovation Performance in the SMEs Service industry

Drawing on the resource-based view (RBV) and the dynamic capabilities view (DCV), this study aimed to investigate the mediating role of innovation capability (IC) on the relationship between entrepreneurial leadership (EL) and innovation performance (IP). Survey data were collected from 321 middle-level employees in the SME service industry. Structural equation modeling (SEM) was used to assess the proposed relationships. The empirical analysis revealed that entrepreneurial leadership impacted innovation performance directly and indirectly through the mediating role of innovation capability. The current research contributes to both RBV and DCV by proposing and empirically testing how entrepreneurial leaders affect innovation performance. The results from this research suggest that service SME managers can play a crucial role in promoting their firms' innovation capabilities, which, in turn, influences the firms' innovation performance. This study emphasizes EL's innovation effectiveness and the triggering process of innovation capability and provides various solutions for firms to demonstrate leadership and innovation practices in responding to uncertain environments.

Research on the Firm Spatial Distribution and Influencing Factors of the Service-Oriented Digital Industry in Yangtze River Delta

Exploring the spatial distribution and influencing factors of firms’ location choices in the service-oriented digital industry is of great significance for achieving a new round of rapid development for the digital economy in the context of a post-epidemic situation. Based on the micro perspective of firms, this paper explores the spatial distribution and influencing factors of the location choice of the service-oriented digital industry in the Yangtze River Delta of China. The research shows that the number of the service-oriented digital industry firms varies greatly among cities in the Yangtze River Delta region of China, showing an obvious core–periphery structure. There are many firms in municipalities directly under the central government and provincial capitals, which are the core areas; the number of firms in non-provincial capital cities is small and they are marginal areas. The influencing factors include: per capita GDP, industrial structure upgrading, whether it is a municipality directly under the Central Government or a provincial capital city, whether it has opened high-speed rail, information transmission, number of employees in the computer service industry, number of patent applications, Internet infrastructure level, and scientific fiscal expenditure have a significant positive impact on its location choice, while the per capita total social consumer goods have a significant negative impact on its location choice.

Employees' job insecurity perception and unsafe behaviours in human–machine collaboration

PurposeThis study aimed to explore the relationship between job insecurity and unsafe behaviour in human–machine collaboration, as well as investigating the mediating roles of emotional exhaustion and moderating roles of psychological detachment.Design/methodology/approachThe authors followed the stressor-detachment model to build our research model. The authors selected manufacturing and service industry employees as samples, and designed three independent studies using the time-lagged method for SPSS and AMOS to test the hypotheses.FindingsThe results indicated that emotional exhaustion mediated the relationship between the two types of job insecurity and unsafe behaviours among service industry employees, while psychological detachment moderated the effect of qualitative job insecurity on emotional exhaustion. In manufacturing, psychological detachment moderated the effect of quantitative job insecurity on emotional exhaustion, while emotional exhaustion mediated the relationship between quantitative job insecurity and unsafe behaviours.Research limitations/implicationsThe authors enhance understandings of how individual employee characteristics and the work environment jointly influence employees' levels of emotional exhaustion and likelihood of engaging in unsafe behaviours under the stressor-detachment model.Practical implicationsThe authors suggest an important role of psychological detachment in human–machine collaboration. The authors also that organisations and managers could encourage employees not to check work-related emails on weekends to achieve full detachment.Originality/valueThis study contributes to both the stressor-detachment model and job insecurity literature. In addition, it investigates the role of detachment and emotional exhaustion by employees in human–machine collaboration.

Revisiting the effects of smile intensity on judgments of warmth and competence: The role of industry context

While prior work has assumed the compensation effect of social judgments in relation to smile intensity, this research proposes and finds that judgments of warmth elicited from broad smiles of service employees influence perceptions of competence, which in turn heighten customers' purchase intentions. Furthermore, this research unveils the moderating role of industry contexts on the smile intensity → judgments of warmth → judgments of competence relationship, suggesting that service employees' broad smiles increase perceptions of warmth, and the positive effect of judgments of warmth on judgments of competence is stronger for employees in a hedonic-oriented service industry (e.g., restaurant) than in a utilitarian-oriented service industry (e.g., law office).

LOVE YOUR JOB DISCOURSE AND ITS AFFECTIVE INFLUENCE ON THE CONTEMPORARY JOB MARKET

Purpose: This study aims to critically examine the use of the discourse of loving the job in social media and work life. Method/Design/Methodology/Approach: The study is based on social media analysis and semi-structured interviews with service industry employees. Findings: The results reveal that discourses associated with intimate feelings are largely internalized by workers and that loving work emerges as the norm even for those workers who actively dislike their jobs. While the contemporary labor market is characterized by insecurity, high turnover and individuality, emotions about the intimate aspects of social life are used to motivate employees for higher productivity while hiding power relations in the workplace in the face of growing social inequalities. Originality: This study, which brings together different methods, shows that today's working life is increasingly insecure on the one hand, and on the other hand, it is based on the manipulation of emotions rather than material rewards. It contributes to the visibility of the emotional turn approach in sociology.

The Influence of Transformational Leadership and Organizational Commitment on Innovative Behavior with Knowledge Management as Intervening Variables on the Millennial Generation in KAP Tanubrata Sutanto Fahmi Bambang dan Rekan (TSFBR)

This research aims to identify and examine the factors that influence transformational leadership and organizational commitment to innovative behavior through knowledge management in Millennial Generation in a public accounting firm in Jakarta. This study involved 129 millennial employees in the audit service industry. The data were analyzed using a quantitative approach because it prioritizes the measurement method and the sample using a deductive approach that emphasizes detailed priorities on the available data. This study found several measurement results on the object of research, namely transformational leadership has a positive and significant effect on knowledge management in the millennial generation, positive and significant organizational commitment to knowledge management in the millennial generation, positive and significant knowledge management on innovative behavior in the millennial generation, positive transformational leadership and significant to the innovative behavior of the millennial generation, positive and significant organizational commitment to innovative behavior, transformational leadership has a positive and significant influence on the innovative behavior of the millennial generation through knowledge management mediation, and positive and significant organizational commitment to the innovative behavior of the millennial generation through knowledge management.

Examining the Impacts of Work-Life-Balance (WLB) on Quality of Life (QOL): Focusing on Employees in Service Industry

Purpose - The main purpose of this study is to investigate service industry employee’ perceptions of Work-Life-Balance (WLB) and the influences of these perceptions on their overall Quality of Life (QOL). The study hypothesizes that employees’ overall Quality of Life is influenced by Work-Life-Balance. Design/methodology/approach - The target population for this research consisted of service industry employees. The data was collected using the online-survey method and 449 usable responses were analyzed using AMOS program. Findings - The results indicated that psychological environment and family environment positively affected overall quality of life each, and work environment negatively influenced on overall quality of life. Research implications or Originality - Despite the importance of Work-Life-Balance (WLB), most of previous studies have investigated WLB from company perspective while limited research has examined employees’ WLB perceptions. The findings of this study enrich knowledge of WLB from employee perspective especially in service industry.

Emotional labor in a sales ecosystem: a salesperson-customer interactional framework

PurposeThe concept of emotional labor refers to the management of emotions in interaction with customers. This study aims to suggest an integrative definition of emotional labor. It develops a conceptual framework that helps organize and synthesize key insights from the literature, in an interactional and multi-level perspective.Design/methodology/approachThis integrated framework consists in a mapping of key research themes resulting from a systematic literature review, which includes research in sales and marketing. As critical affective processes in sales have not been studied sufficiently, both in business-to-business and business-to-customer selling, this review also incorporates works in other research fields.FindingsSales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences for the salesperson (e.g. burnout and job stress), but may have positive sales and customer outcomes. Findings suggest that the expression of genuine emotions should be used during sales interactions. In addition, organizations should prevent customers’ negative behaviors (e.g. mistreatment).Practical implicationsEmotional labor key practical implications with regard to several management functions such as the recruitment, performance management and training (Ashkanasy and Daus, 2002) of the sales representatives.Originality/valueResearch on emotional labor in a sales ecosystem is scarce. It has largely covered service industry employees in contact with customers, but has not paid enough attention to sales representatives (Mikeskaet al., 2015). The proposed integrated framework concerning emotional labor focuses on the bi-directional interaction between the sales representatives and their customers.

Role of Performance Appraisal System and Its Impact on Employees Motivation

The general objective of the study is to determine the role of performance appraisal and its impact on employee. The study is guided by the following specific objectives: to establish the extent to which performance appraisal process affects employee motivation, to determine the extent to which appraisers affect staff motivation and to determine the challenges in appraising employee performance. The study adopted descriptive research design. The population of interest consists of 120 employees of Service Industry in Nepal. Data is collected using structured questionnaires and additional qualitative data is collected using the reference from the questionnaire and the objectives of the study. The data is analysed using statistical tools such as frequency distribution, percentages and Pearson correlations. Data is presented using tables and charts. The research findings suggest that regular assessment of performance leads to employee motivation. Performance appraisal rating can be considered as a technique that has a positive effect on work performance and employee motivation. Employees may be motivated if the appraisal process is based on accurate and current job descriptions. On the challenges of performance appraisal on employee motivation established that some managers tend to be liberal or strict in their rating of staff which may affect the employees’ motivation. The manager’s ability to address the skills gaps can have a significant impact on the employee’s motivation. Regular ratings may affect the performance and motivation of the employees. Fair assessment of the employee’s performance may enhance their motivation.

Correlation Analysis for COVID-19 Stress, QEEG Stress Quotient, and Coping Style of Face-to-Face Service Industry Employees

Correlation Analysis for COVID-19 Stress, QEEG Stress Quotient, and Coping Style of Face-to-Face Service Industry Employees

The Effects of Job Characteristics on Turnover Intention of Service Industry Employees in China Focused on the Mediating Effects Self-Efficacy

The Effects of Job Characteristics on Turnover Intention of Service Industry Employees in China Focused on the Mediating Effects Self-Efficacy

Deploying a “Good Jobs” Strategy in Service Sectors for Enhancing Competitive Advantage

Many service companies believe that there is a trade-off between investing in employees and offering the lowest prices. They offer few benefits, no career paths, and, hence, are considered as bad jobs. Conventional wisdom holds that bad jobs are the unavoidable price of low-cost service. However, this research emphasizes that investing in people and processes actually can boost customer experience and decrease costs. The good jobs strategy is a model for investing and empowering front-line employees in service industries and revamping operations to support those employees. The good jobs strategy is an approach to improving productivity and customer satisfaction in service industries. This research works in this direction and develops various frameworks for smooth deployment of the good jobs strategy. The research also formulates financial measurement and evaluation models for calculating benefits of the good jobs strategy and provides diverse illustrations of its successful deployment.

워라밸(Work-Life-Balance)에 관한 질적 연구 : 서비스업 종사자를 중심으로

워라밸(Work-Life-Balance)에 관한 질적 연구 : 서비스업 종사자를 중심으로

From verbal abuse to intention to leave: role of engagement and emotional exhaustion

This study aims to test a model explaining the process of verbal abuse causing emotional exhaustion, poor engagement, and increased intention to leave among the employees of service industry. This cross-sectional study includes the responses from 282 employees, responsible for customer service. During the study, confirmatory factor analysis was done to ensure the reliability and validity of five constructs, namely customer verbal abuse, supervisory verbal abuse, emotional exhaustion, engagement, and intention to leave. Then after related hypotheses were tested using structural equation modelling. The study concludes that both verbal cases of abuse lead to emotional exhaustion, which further reduces engagement level. The poor engagement causes high intention to leave among the employees. It was also found that customer verbal abuse is more responsible for poor engagement, whereas the supervisory verbal abuse is for intention to leave. The limitations of cross-sectional data and common method bias provided directions for future research.

The mediating role of psychological capital between occupational stress and suicidal ideation

Objective: To analyze the mediating effect of psychological capital (PsyCap) between occupational stress and suicidal ideation. Methods: In September 2017, stratified-cluster sampling method was adopted to select employees of an electronic manufacturing service industry as respondents for a questionnaire survey in Jiangsu province. The demographic characteristics of employees were collected. A total of 2 465 employees were investigated, and 2 216 valid questionnaires were collected. The level of occupational stress and PsyCap was assessed by the Effort-Reward Imbalance Scale(ERI)and PsyCap Questionnaire. Results: The age of 2 216 employees was (28.70±5.26) years old, including 1 230 males (55.5%). The scores of occupational stress on effort, reward and over-commitment were (3.08±0.63), (3.73±0.60) and (2.51±0.68), respectively. The average ERI index (ratio of effort to return) was (0.88±0.39). The total score of PsyCap was (86.62±15.23). The detection rate of suicidal ideation within two weeks was 13.9% (309/2 216). The average score of effort and over-commitment and the ERI index were positively correlated with the number of suicidal ideation detected within two weeks, with correlation coefficients about 0.081, 0.141 and 0.164, respectively. The average score of reward and total score of PsyCap were negatively correlated with the number of suicidal ideation detected within two weeks, with correlation coefficients about -0.206 and -0.228, respectively. The mediating effect results showed that PsyCap had mediating effect on the effort, reward, over-commitment and suicidal ideation of occupational stress respectively, with mediating effect values of -0.087 (95%CI: -0.018,-0.019), -0.299 (95%CI: -0.428,-0.200) and 0.096 (95%CI: 0.0394, -0.170). The mediating effect percentages were 9.43%, 17.92%, and 9.54%, respectively. Conclusion: PsyCap has a mediating effect between effort, reward, over-commitment of occupational stress and suicidal ideation.

A Study on the Effects of Dyfunctional Customer Behavior on Customer Relationship Stress, Counterproductive Work Behavior and Service Orientation of Hotel Employees

Purpose - This research aims to determine the relationships among dyfunctional customer behavior, customer relationship stress, counterproductive work behavior and service orientation of hotel employees. Design/Methodology/Approach - Survey data was gathered from 269 employees working at hotels in South korea and analyzed structural equational modeling using SPSS 20.0 and AMOS 20.0 programs. Findings - Results of this study showed that dyfunctional customer behavior had a positive effect on customer relationship stress. Moreover, customer relationship stress had a negative impact on service orientation. In addition, the hypothesis that customer relationship stress had a positive effect on counterproductive work behavior was supported. Furthermore, customer relationship stress was found to fully mediate the relationship between dyfunctional customer behavior and counterproductive work behavior. Research Implications - The finding imply that customer relationship stress is important in terms of its effect on dyfunctional customer behavior relative to counterproductive work behavior. Therefore, employees in hotel service industry should be able to develop their capacity to control customer relationship stress. This study suggests theoretical research expansion on dyfunctional customer and offers practical recommendations.

The Safety of Drivers: Workload, Group Interaction Quality, and Psychological Strain.

The aim of this study was to understand the relationship between employees' perception of work load, group interactional quality, and their effects on employee's psychological strain (need for recovery after work and fatigue) and job accidents. Questionnaire was used to collect data form 401 employees in the transport service industry in Taiwan. (1) Workload was positively related with need for recovery after work; (2) group interaction quality was negatively related with need for recovery after work; (3) need for recovery after work was positively related with fatigue; (4) fatigue was positively related with job accidents. The findings highlight the importance for organizations to provide adequate work design and build a supportive working environment, which may ultimately contribute to decreased psychological strain and fewer job accidents.