Service Sector Employment Research Articles

Visionary Leadership and Employee Quality in the Public Service Sector

For the continuity of delivery of public services. A visionary leader prioritizes visions and strategies for future success by observing opportunities and threats. Visionary leaders can relate directly to employees to produce high quality work. This study aims to identify the relationship between visionary leadership and the quality of employees in the public service sector. A qualitative research method was used to provide an explanation related to the phenomena through a deep analysis of the data. This study uses manuscript bibliographic data sources obtained through Google Scholar and was analyzed using a systematic literature review through a bibliometric approach. The results of the research indicate that visionary leadership is directly and significantly related to the quality of employees in the public service sector. Therefore, visionary leadership can be a good choice in determining a leadership style to achieve the vision and strategy for an organization's success.

Air connectivity and regional employment: a spatial econometrics approach

ABSTRACT While there is ample evidence for the existence of positive wider economic impacts of air transportation, the associated spatial distribution of these impacts has received less attention. This paper uses a spatial–econometric approach with instrumental variables on European NUTS-3-level panel data to study the spatial distribution of the impacts of air transport access on a subset of service-sector employment that is not directly affected by activity in the aviation industry. While the spatially resolved approach confirms previous findings that regions close to an airport experience service-sector employment increases due to improved air transport access, we also find evidence for the presence of an agglomeration shadow, that is, negative employment effects for regions further away from an airport. The average total impact of connectivity increases on service employment is found to be positive.

Emotional Labor and Gender: A Study of Bank Tellers in Kashmir

Researchers from the field of management and psychology are of firm belief that emotions significantly affect workplace attitudes and other organisational outcome variables. In service sector employees act as ambassadors of an organisation and represent the culture and values of an organisation to its customers. The relevance of emotional labor in studies of gender at workplace has increased in recent times. The present study has made an attempt to find whether men and women employees in the bank perform emotional labor diversely. The aim of the study was to assess emotional labor through hiding, faking emotions and deep acting that is performed by the banking employees operating in Kashmir province of the state Jammu and Kashmir. The findings of the present study reveal that the emotional labor is high in females than in males, it was found that female employees perform hiding and faking emotions more significantly than male employees and it was also found that the female employees perform more deep acting than male employees, In light to the above findings the implications to the organisation would be as emotional labor is performed differently as per both males and females, at the time of staffing decisions and training and development policies should be set as keeping in the view gender sensitivity, this will eventually reduce the negative effect of emotional labor and would lead to better performance of work. Further organisation should focus more on deep acting as of its positive outcomes at workplace.

INTRAPRENEURIAL PERSONALITY AND INDIVIDUAL INNOVATION BEHAVIOUR IN SERVICE ORGANISATIONS: NETWORK BUILDING ABILITY AS A MEDIATOR

The research investigates network building ability as a mediating mechanism of influence in the relationship between intrapreneurial personality and three stages of employees’ innovative behaviours: idea generation, promotion, and realisation. A quantitative research methodology was adopted with 410 questionnaires collected from employees in the UAE service sector and subsequently analysed using structural equation modelling. The research found a significant direct relationship between intrapreneurial personality and the idea realisation stage and no direct relationship between idea generation and idea promotion. In addition, network building ability was found to mediate these relationships, underlining the importance of building networks for intrapreneurial employees to innovate. These results across the three main stages of individuals’ innovative behaviours may enrich our teachable skills to improve individuals’ innovative behaviour.

Emotional intelligence, organizational justice and work outcomes

Purpose This study aims to explore the associations between emotional intelligence (EI), organizational justice (OJ) perceptions and work outcomes. The study proposes a model where EI is linked to job satisfaction and turnover intentions through the three dimensions of organizational justice. Design/methodology/approach In all, 556 employees in the Malaysian service sector were used as samples for this study. Analysis was performed using SPSS and AMOS structural equation modelling (SEM) path analysis to test the study’s hypotheses. Findings Results indicate that EI had a significant direct effect on all organizational justice sub-dimensions (distributive, procedural and interactional justice) as well as on job satisfaction and turnover intentions. However, only distributive justice was found to partially mediate the relationship between EI, job satisfaction and turnover intentions. Originality/value This study provides further insights into the mechanisms through which trait EI impacts service sector employee workplace attitudes. It also investigates the role of trait EI in deciphering why employees may differ in their OJ perceptions and deepens understanding of the discrete roles that organizational justice sub-dimensions perform.

Employee Perception on Training: A Comparative Study of Manufacturing and Service Sector

Competitive Industrial Organizations have realized the potential of training and development needs of employees for Human Resource value creation. However the employees perspective differ across manufacturing and service sector in India. The objective of the study is to do a comparative study of manufacturing and service sector in India with respect to employees 'perception of the training program regarding: its design, quality ofthe programme and its functions and role at various levels. An exploratory research is carried out on selected organizations amongst employees in both manufacturing and service organizations. It may be stated that in both manufacturing and services sector, though there exists a planned approach for employee training, the quality of training programmes needs to be improved. Manufacturing sector employees have better peception regarding the quality of training programs. Regarding functions and role of training program at individual level and role of training programme at the organisational level service sector employees have a better perception. Practical implications of these findings for manufacturing sector is that they need to review the objectives of the training prgrammes, which, it seems, need to be aligned with individual and organizational goals. Services sector needs to improve the quality oftraining programs.

Fostering engagement among emotionally exhausted frontline employees in financial services sector

PurposeThis study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical climate and transformational leadership in mitigating the negative influence of emotional exhaustion on engagement among frontline service employees (FLEs).Design/methodology/approachData were collected from 671 frontline employees from financial services sector. Confirmatory factor analysis (CFA) and hierarchical regression analysis (HRA) were used to test the hypothesized relationships.FindingsResults show that the impact of emotional exhaustion on employee engagement is greatly affected by psychological empowerment. Transformational leadership moderates the negative effects of emotional exhaustion on psychological empowerment, while ethical climate weakens the negative impact of emotional exhaustion on employee engagement.Practical implicationsService firms need to provide enough autonomy to emotionally exhausted frontline employees so that they feel valued. The emotionally exhausted employees can be engaged if they are empowered to discharge their job most effectively and a climate is ensured which can keep them motivated toward accomplishing their targets. A fair and just treatment shall boost their morale to perform better and to strengthen their staying intentions.Originality/valueThe novelty of our study lies in examining and fostering engagement among emotionally exhausted FLEs. It shows that job resources at the individual level (i.e. psychological empowerment), team level (i.e. transformational leadership) and organizational level (i.e. ethical climate) can help in encouraging work engagement among emotionally exhausted FLEs.

How Classy Servant Leader at Workplace? Linking Servant Leadership and Task Performance During the COVID-19 Crisis: A Moderation and Mediation Approach.

The COVID-19 pandemic has caused a record global crisis, particularly and extremely, for the service sectors. Due to extensive security measures, many service sector employees have to work remotely to maintain services. Drawing upon the conservation of resources theory, this research investigates the impact of servant leadership on the task performance of employees in virtual working environments during the COVID-19 crisis. Our theoretical model was tested using data collected from 335 individual employees in the education sector of Pakistan. SPSS version 26.0 was applied to find the hypothesized relationship between the study variables. To find the indirect mediating effect, we applied Model 4; for moderation, we applied Model 1; and for the moderation and mediation effect, we applied Model 7 of the Process Macro model of Hayes. The results of the study revealed that servant leadership is positively related to task performance in a virtual environment during crises. Furthermore, psychological empowerment partially mediates the relationship between servant leadership and task performance. Perceived supervisor support positively moderates the relationship between servant leadership and task performance. Moreover, the indirect effect of servant leadership on task performance via psychological empowerment is moderated by perceived supervisor support. The results provided guidance to the educational sector on how to lead effectively in times of crisis when service sector employees work predominantly in virtual environments. The theoretical and practical implications of these findings are discussed.

Does FDI Generate Employment? An Empirical Study of Indian Service Sector

<p>Foreign Direct Investment (FDI) considered as a component of investment is needed by India to accomplish the ambition behind economic reforms and speed up the growth of the economy. The inflow of FDI in India initially was low due to regulatory policy framework but there is a sharp rise in investment flows from 2005 onwards as the new policy has broadened. The purpose of this paper is to look for evidence regarding the precise relationship between FDI inflows and employment in service sector of India. The used Auto-Regressive Distributed Lag (ARDL) model explains long run and short run relationship between FDI inflows and employment in service sector. The empirical results confirm that though negative relationship exists between FDI and employment in service sector but it is not statistically significant. According to the findings, FDI introduces skilled skewed technical changes to the host country, increasing demand for highly skilled employees. Because India’s labour force is relatively unskilled, FDI in the service sector fails to provide jobs for the country’s rising labour force. The ARDL results also confirm the existence of the long run co-integration between FDI and employment in service sector. The finding shows that the stock of the FDI is a significant factor for Indian service sector.</p>

Flexibility Strategy and Postponing Work on Community Service Employees during Activities Work for Home (WFH) during the Covid

The application of flexible management through the work from home (WFH) policy has created the potential for quite a lot of community service jobs that have been going on so far. The research which aims to analyze management flexibility is related to the implementation of flexible management with potential delays in work during the Pandemic period where every employee does daily work pickets. Sampling took 52 government employees in the public service sector by purposive incidental sampling. Data were collected through the thurstone scale in the form of closed choice, and analyzed through inferential analysis techniques as a proof of the hypothesis. The results of the study describe the potential for work delays by 50% of employees who take advantage of rotating work days, and 49% of employees who tend not to use the excess flexibility of leadership policies and 64% of employees who may be low or sometimes able to use hours. work during the pandemic. The potential for delays is mostly done by taking advantage of working time or delaying if the employee is outside the daily work picket even though it is still within the effective working hours of the week. The results of hypothesis testing through chi suare obtained a value of 2 of 30.617 (df 6; 5%) obtained a probability value of 0.000 (p < 0.01), which means that there is a very significant correlation between the application of management during the pandemic through work from home activities (WFH). ) with the potential for delaying the completion of public service tasks by government employees in the public service sector.

Employment elasticity of output growth in Kazakhstan economy: Recent evidence from a macroeconomic perspective

This study aims to understand the dynamics of aggregate and sectorial employment elasticity of output growth in the Kazakhstan economy from 1996 to 2019. To serve our purpose, a rolling regression method with a window of 6 years has been used to estimate aggregate and sectoral employment elasticity, and an ARDL bounds testing approach has been incorporated to assess the impact of various macroeconomics determinants. The results indicate the existence of a cointegration relationship, and the employment elasticity of output growth in Kazakhstan's economy has declined at aggregate and sectoral levels, thus indicating jobless growth. More specifically, the results reveal that inflation, trade openness and the exchange rate are negatively associated with employment elasticity. In contrast, a positive association is established between service sector employment share, the population growth rate and employment elasticity of output growth. The study recommends strengthening macroeconomic fundamentals such as inflation and exchange rate stabilization coupled with robust development of human capital.

In search of performance-oriented leadership behaviours in the Ghanaian financial service sector: the role of knowledge sharing

PurposeThis study seeks to examine the mediating role of knowledge sharing (KNS) in the nexus between leadership behaviours and organizational performance (OP).Design/methodology/approachUsing the survey research design, data were obtained from 335 employees in the Ghanaian financial service sector. Responses were analysed using IBM SPSS (v.23.0), Smart PLS 3.0 and Haye’s (2017) PROCESS macro.FindingsKNS mediated the relationship between leadership behaviours and OP. In addition, transformational leadership behaviour and transactional leadership behaviour positively relate to OP rather than transfor-sactional leadership behaviour.Practical implicationsThe findings of this study give credence to the disputed notion that KNS plays a significant role in effective leadership behaviours that enhances OP.Originality/valueThis paper provides a distinctive approach in examining the interrelationship among leadership behaviours, OP and KNS in the Ghanaian financial service sector.

Relative leader–member exchange perceptions and employee outcomes in service sector: the role of self-construal in feeling relative deprivation

Based on Social Comparison Theory, this study explores the impact of Relative Leader Member-Exchange Relationship (i.e. RLMX) on employee outcomes of organizational citizenship behaviour, turnover intention, and affective commitment via the mediating role of relative deprivation feeling. Furthermore, integrating research on self-construal, this study sets out to examine the moderating role of a key personal disposition; independent versus interdependent self-construal on the association between employee’s RLMX perception and relative deprivation feeling. Results using multi-level analyses from employee – supervisor matched data (N = 271 employees and 65 supervisors) largely supported our hypotheses. This study expands the relational context within which the impact of RLMX perception unfolds beyond the dyad of leader and self, to the triad of leader, self, and co-workers; so that it offers significant theoretical and practical implications, particularly for service sector employees.

Reducing employee turnover intentions in the service sector: The connection between human resource development practices and employee engagement

AbstractEmployee engagement has been researched extensively in the management and human resource development (HRD) literature. However, the relationship between employee perceptions of HRD practices, engagement, and turnover intentions has not been sufficiently studied. In response, this two‐study research examined the extent to which employees' perceived support for participation in HRD practices (PSHRD), engagement, and turnover intent were associated with each other in the service sector. Two samples (nStudy 1 = 490 and nStudy 2 = 511) of U.S. service sector employees were used. Using structural equation modeling, the results of both studies confirmed the theorized partially mediated model. Study 2 expanded on the initial model by adding the moderating variable positive reciprocity beliefs between PSHRD and emotional engagement, which has not yet been empirically tested. However, the moderator was found to be statistically insignificant. Implications for HRD theory, practice, and future research are discussed.

Spiritual leadership and work alienation: analysis of mechanisms and constraints

ABSTRACT In the present study, we propose a negative association between spiritual leadership and work alienation. We also propose service employee social capital as a mediator of the spiritual leadership-work alienation link and political skill as a boundary condition of the direct association between spiritual leadership and social capital and the indirect association between spiritual leadership and work alienation. Time-lagged (three rounds, three weeks apart) survey data collected from 283 service sector employees supported our proposed hypotheses. Despite the prevalence of work alienation in service organizations and the recognition that it can lead to several negative outcomes, little is known about how managers can address service employees’ feelings of work alienation. We address this crucial theoretical gap and offer several practical implications that can help managers in service organizations enhance employees’ social capital and undermine their feelings of alienation at work.

MACROECONOMIC DETERMINANTS OF EMPLOYMENT IN NIGERIA’S SERVICES SECTOR: DO FOREIGN DIRECT INVESTMENT AND EXCHANGE RATE MATTER?

The study employs the ARDL modeling technique to investigate the determinants of employment generation in Nigeria’s services sector, focusing mainly on the roles of foreign direct investment and exchange rate movements during the 1991-2019 period. The study finds that in the short-run, FDI positively affects employment generation in the services sector while currency depreciation adversely affects it with a one-year lag. The long run employment generation effect of the FDI in the services sector remains positive, but loses its statistical significance, while the effect of currency depreciation on services sector employment is positive and significant. It is also found that economic growth positively affects service sector employment generation in the short-and long-run, though the effect is only significant in the short-run. The effect of trade openness is positive and significant in the short-run, but also turns out to be non-significant in the long-run. Financial sector development favours employment generation in the services sector in the short-and long-run. Based on the evidence it is recommended that the government make effort to enhance the attractiveness of various sectors of the economy to FDI and guard against undue appreciation of the nation’s currency. It is also recommended that economic growth and the development of financial system be prioritized. In view of the transience of the effect of trade openness on employment generation in the services sector, caution must be exercised in implementing trade liberalization policies. These measures, if implemented, are expected to enhance job-creation in the nation’s services sector.

The effectiveness of employment in high-tech and science-intensive business areas as important indicator of socio-economic development: cross-country cluster analysis

Employment is one of key parameters of the economy, which characterizes its efficiency, possibility of using the labour potential and growth of population’s well-being. The level of employment is the most important indicator of the effectiveness of socio-economic policy of the state. A high level of employment in high-tech and science-intensive business areas is a driver of sustainable economic development of countries, increasing labour productivity, ensuring leadership in the market, and reducing the productions costs. Thus, the assessment of the effectiveness of population employment in high-tech and science-intensive service areas is significant today, as it is a comprehensive assessment of the country’s development, its current state in high technologies and further prospects for working with them. The research purpose consists in determining the maximum, most effective value of the population employment efficiency index in high-tech and science-intensive service spheres based on cross-country cluster analysis. The sample of countries all over the world were divided into 3 clusters, taking into account the rating value of the following indices: employment in high- and medium-high-tech production sectors and science-intensive business service spheres; enterprises that conducted training to develop / improve the ICT skills of their personnel; new registered enterprises. During the research there were statistical data analysis, cluster analysis using Ward’s method and software Statgraphics, optimization method using Frontier Analyst software. As a result, the efficiency of population employment in high-tech and science-intensive business service sectors of 36 countries in 2021 was determined, and accordingly reference countries with high population employment in this research sphere were identified. The potential reserves for increasing the targeted value of the population employment index in high-tech and science-intensive sectors were also characterized. The obtained results can be useful for business managers, they can adopt the experience of doing business in countries with more effective indicators, with the aim of developing employees, providing them with new training and knowledge that will facilitate doing business in the future.

The Impact of ICT on Service Sector’s Productivity and Employment in the Philippines

Various studies have been conducted among different countries to determine the relationship of ICT on productivity and employment, but the results vary among industries and firms. This research aims to examine the impact of ICT on the service sector productivity and employment in the Philippines through quantitative research methods. Findings on the relationship between ICT and Productivity show that all the independent variables have a linear relationship on the dependent variable while the findings on the relationship of ICT and Employment, only Labor Force Participation Rate shows a nonlinear relationship to the dependent variable. The researchers ought to impart knowledge about the opportunities and threats brought by ICT, which may guide the policymakers who formulate policies regarding the advancements brought by ICT.

Professional Role Functions of Women in Social Service: Results of a Sociological Survey in Moscow

Introduction. Women predominate among the employees in the social service sector, they occupy various positions and perform relevant functions, but the specifics and problems of their work have not been sufficiently studied. Based on the materials of the conducted sociological survey, the article analyzes how social workers perform the main work tasks, how well they manage to combine professional role functions with family ones, which contributes to their satisfaction with their work. Materials and Methods. The applied research, conducted by the author in the autumn of 2020 in Moscow, used official documents, statistical data, her own sociological survey, and a comparative analysis of the results of secondary empirical studies. 107 employees of state social service organizations took part in the survey, almost equally representing the management staff, specialists, and ordinary employees. This made it possible not only to generalize various status and gender positions regarding the role of women in the implementation of social service in the relevant institutions, but also, based on the results of the analysis, to suggest possible ways to improve the professional qualifications of female employees for more effective implementation of their work functions. Results. A comparison of the responses of representatives of different status and gender groups showed that the range of professional functions of the object of this research is quite wide: from the head to the service personnel, from working with documents to providing specific social services to various groups of people in need or in a difficult life situation. At all the levels, women are represented in accordance with their professional and personal qualities. However, according to the self-assessment, combining professional and family responsibilities is most difficult for a female senior or middle-level manager. Discussion and Conclusion. The author proposes to create conditions for optimizing the workload, for preventing physical fatigue and emotional burnout of women providing social services, as well as for effective combining their professional roles with family ones, and for professional development. The article will be useful to employees providing social services, those who specialize in the field of gender issues of employment, senior personnel of the social protection system of the population at the regional level, teachers engaged in further vocational education.

Hyvinvointi taustamusiikin kokemuksissa

Well-being in background music experiences: views of service sector employees on working with music 
 Salespeople, waiters, security guards, and hotel workers hear an average of eight hours of music during their workday. In most cases, they do not get to choose the music themselves. According to companies providing and purchasing background music services for service sector workplaces and commercial spaces, the rationale behind its use is to increase sales. However, music is also a spatial element to ”work with”. In this article, we ask what it is like to work with music in service jobs and how employees see the contribution of music to well-being at work. Our material is a ”Background music in the workplace” questionnaire (747 answers) and a form interview material of employees of the Koskikeskus shopping center in Tampere, Finland (66 answers). Respondents report, among other things, whether they feel the music in the workspace is for a particular group of people; who chooses the music; and whether discussions and negotiations concerning music use take place, with other employees or with customers. We analyze the material, emphasizing the respondents’ statements about well-being as expressions of coping, well-being, strain, and satisfaction. We discuss the results with a qualitative study of the topic that emphasizes music as a social and spatial element in the sales situation (Payne et al 2017, Kontukoski & Uimonen 2019). Our data shows that well-being at work and perceived musical agency interact. Occupational well-being plays an important role in looking specifically at work-related well-being and background music. The workspace changes the meanings of music to those of professionality, rendering the employees’ personal relationships to music secondary.