Service Employees Research Articles

What does the customer incivility tell me about my worth? A diary study on the short-term effects of customer incivility on self-esteem and job satisfaction

ABSTRACT This study aims to clarify what are the short-term effects of customer incivility on targeted employees’ self-esteem and job satisfaction. We hypothesised that daily customer incivility reported at the end of the previous workday would predict decreases in next-day morning employees’ self-esteem. In turn, lowered self-esteem would be related to lower job satisfaction levels at the end of the same workday. Additionally, we predicted that the link between lowered self-esteem and lowered job satisfaction would be weaker for employees who engaged more in deep acting. To test our hypotheses, we conducted a daily study on 144 customer-contact employees. Participants completed online questionnaires for 31 days reporting their morning self-esteem levels, together with evening customer incivility and job satisfaction levels. The data were analysed using dynamic structural equation models that allow examining intra-person time series trends, on a day-to-day level, while estimating individual differences therein. Consistent with our predictions, the results provided evidence for the short-term detrimental effects of customer incivility on next-day job satisfaction through lowered self-esteem and for the buffering role of deep acting. Service employees could benefit from training aimed at strengthening their self-esteem and skills on how to handle misbehaving customers effectively.

Benefits, Challenges, and Opportunities in Addressing Medicaid Beneficiaries' Non-Medical Risks to Health: A Qualitative Analysis.

North Carolina's Healthy Opportunities Pilots (HOP) is a Medicaid 1115 Waiver program that seeks to address nonmedical risks to health for Medicaid beneficiaries through multisector collaboration. Among other stakeholders, HOP involves collaboration between human services organizations that deliver interventions, network leads, which establish and oversee the human services organizations within a region of the state. To understand how employees at human services organizations and network leads prepared to deliver HOP services. Qualitative analysis of semistructured interviews. Interviews were conducted between April and June 2022. Interviews were recorded, transcribed verbatim, coded thematically, and analyzed using a conceptual model derived from the consolidated framework for implementation research. Organizations within North Carolina counties participating in HOP. Employees of human services and network lead organizations across all 3 HOP regions of North Carolina. The researchers interviewed 37 participants. Overall, organizations experienced benefits from HOP participation, including capacity-building resources, flexibility in allocating resources, and creating community-wide enthusiasm for addressing nonmedical risks to health. There were also key challenges. These included the time needed to build capacity, adjustments to the work processes and regulations inherent to multisector collaboration, geographic variation in availability of services to offer, and the difficulty of addressing different needs. Finally, participants recognized substantial opportunities that HOP presented, including membership in a more extensive network, exposure to a learning community, and a more sustainable funding source. The perspectives of individuals preparing to deliver HOP services offer important lessons for those developing and implementing large-scale programs that can address nonmedical threats to health.

ROAD TRAFFIC ACCIDENTS FACTOR ON RURAL ARTERIAL ROADS

In Indonesia, traffic accidents occur on 23.55% of national roads and 75.08% of rural roads. The rural roads were identified as accident-prone areas. As a result, unsafe roads hinder population mobility, disrupt daily life, and reduce access to education, employment, and essential services, thereby affecting the well-being and development of rural communities. To identify the dominant factors that influence the frequency of collisions, a more thorough analysis of the multifactorial causes of traffic accidents in accident-prone areas is necessary. This study focused on analyzing the factors that contribute to road traffic accidents. Cross-tabulation was done using chi-square analysis. The chi-square test does not assume a normal distribution of data, which is beneficial when dealing with real-world data that may not follow normal distribution patterns. This flexibility makes it a robust choice for analyzing traffic accident data, which can be highly variable and not normally distributed. The results of the chi-square analysis for significance values below 0.05 indicate that there is a correlation between accident-causing factors (the independent variable) and collision frequency (the dependent variable). The results indicate that human factors, such as carelessness and high speed, as well as road and environmental factors, such as horizontal alignment, road width, clear zone, road signs, road markings, and land use, influence traffic accidents. Infrastructure factors such as horizontal alignment, road width, clear zones, shoulders, signs, and markings influence traffic accidents because they directly impact road user safety. Non-standard road geometry (horizontal alignment, road width, shoulder width, and clear zone) combined with incomplete road safety facilities (signs and markings) have the potential to cause traffic accidents. Therefore, harmonizing road geometry and equipment is necessary to improve arterial road safety, especially in accident-prone areas. Furthermore, speed management across a variety of land uses is required to reduce traffic accidents.

English Language, An Interactive Communication Tool Among Tourism Sector Employees and Foreign Tourists

Tourism is a very important sector in Albania's economy. With the promotion of tourist attractions, the number of foreign tourists has increased significantly. Language is of great importance for the communication of foreign tourists to tourist destinations. Today English is an international language and most tourist businesses require employees to speak English except the local language of the country. In this paper we will present a theoretical discussion on the importance and necessity of the English language in the development of the tourism sector from the point of view of tourist services providers and specifically hotel businesses. To fulfill the purpose of this search, the data collection was done by a self-administered questioner with closed thematic questions, with alternatives addressed to the service employees in tourism destinations in Durres, Shëngjin and Sarandë. The overall data collection of 250 questionnaires and total of 195 questionnaires were collected. Through descriptive analysis we have taken a picture of the characteristics of the monster in study according to the data of the structured questionnaire, respectively: Part 1 (socio-demographic characteristics), Part 2 (business stuff), (location and classification), Part 3 (language knowledge and opinion on its importance for employment in tourist businesses in Albania. The data was collected in January 2023. The article aims to highlight not only the most necessary language skills for tourism sector employees but also highlight the functions of English language use by employees of this sector, the most common problems they encounter in different skills, etc. The investigation and identification of such necessities puts the help of not only the employees of this sector but also the entrepreneurs of various tourist structures who can directly contribute to the improvement of their human resources employed as the motorcycle that sets in motion and guarantees financial income to their businesses thanks to professionalism

Development of the Empathy in Design Scale: Measuring Employees’ Empathy Toward Users in Service Design

Abstract To design user-centered services, it is essential to build empathy toward users. It is hence strategic to trigger empathy for users among professionals concerned with shaping service user experiences. There is, however, a lack of quantitative tools to measure empathy in design. Through two studies, we report on the development and validation of the Empathy in Design Scale (EMPA-D). The tool aims to measure service employees’ empathy toward users. Grounded in theories from psychology and design, we first generated and tested a pool of items through expert inspection and cognitive interviews. In Study 1, we administered 16 items to 406 full-time service employees from various industries, including employees in customer-facing positions. In Study 2, we iterated on additional items and administered a revised scale to 305 service employees. The selected model consists of 11 items and has a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness), which showed an adequate model fit and good internal consistency. Evidence of convergent validity was provided by moderate correlations of the EMPA-D scale with empathy measures in psychology (SITES, Empathy Quotient, Interpersonal Reactivity Index), whereas discriminant validity was demonstrated by low correlations with the narcissism measure Narcissistic Personal Inventory. We outline how this self-reported empathy measure can support organizations in enhancing their services and discuss potential limitations of quantitatively measuring empathy in service teams. Research Highlights We present the development and validation of the Empathy in Design Scale (EMPA-D), a self-report measure of employees’ empathy toward users of a service. We report on two validation studies and document the psychometric properties of the scale. The selected model consists of 11 items and a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness). The resulting EMPA-D scale contributes to filling the gap in metrics to assess empathy in the service design context. In industry, measuring employees’ empathy support the selection of appropriate empathic interventions to foster the service user-centeredness.

Impact of institutions of higher learning on population and employment: a panel study for Germany

ABSTRACT We analyse the impact of newly established institutions of higher learning on employment by industry group and on population by age group. The study is conducted on German panel data on the county level from 2002 to 2018. During this time, numerous new institutions of higher learning were established in counties thus far not serviced. To account for the likely non-randomness of our treatment variable, the relatively small number of counties that switch from zero to at least one institution of higher learning, and the staggered nature of the individual county treatments, we utilize the newly devised generalized synthetic control method. We find that the share of manufacturing and financial services in employment rises a few years after a treatment, while the share of public sector employment declines. The level and share of young adults in the age group 18 to 35 tends to increase, in particular for rural counties. However, there is no evidence of a sustained rise in overall population or employment for counties.

Faktor-Faktor Yang Mempengaruhi Pedagang Pasar Dalam Menggunakan Pembiayaan Mikro iB Pada Bank Syariah Indonesia Kantor Cabang Bekasi

This research aimed to find out how the influence of product knowledge, consumer behaviour and service of BRI Syariah Bank employees on the interest of Bekasi traditional market traders in using Mikro iB financing. Respondents in this research were 60 market traders located in the Bekasi City area in the period January - February 2020. Method this research is quantitative research to examine the effect of independent variable on the dependent variable. The analysis technique used is multiple linear regression. The results of this study found that product knowledge, consumer behaviour and bank services have a positive and significant on the interest of Bekasi market traders in using Sharia Micro IB financing. simultaneously product knowledge, consumer behaviour and bank services affect the interest of bekasi market traders in using Sharia Mikro iB financing market in using Sharia Mikro iB financing.

The flip side of the China syndrome: Local labor market effects in China

AbstractUS–China trade is widely thought to have contributed significantly to the decline in US manufacturing employment, sometimes called the China syndrome. Flipping the point of view, we examine its impact on Chinese local labor markets between 2000 and 2010. In prefectures most exposed to export growth, there is a pronounced increase in manufacturing employment, primarily among young, low‐educated, rural people and more for blue‐collar workers. Beyond manufacturing, there is a decline in agricultural, yet an expansion in service employment, exhibiting substantial heterogeneity across demographics. The export‐driven structural transformation is profound and long‐lasting out to 2020. Among nonworking people, export growth primarily increases school attendance and the share of people relying on family support, suggesting an income effect.

Pengaruh Kualitas Sumber Daya Manusia dan Budaya Organisasi terhadap Responsivitas Pelayanan Pegawai Badan Pendapatan Daerah Provinsi Sumatera Utara

The aim of this research is to determine and analyze the influence of HR quality on the service responsiveness of North Sumatra Province Regional Revenue Agency employees, to determine and analyze the influence of organizational culture on the service responsiveness of North Sumatra Province Regional Revenue Agency employees, to determine and analyze the influence of HR quality and organizational culture towards service responsiveness of North Sumatra Province Regional Revenue Agency employees. The population in this study were all employees of the Regional Revenue Agency of North Sumatra Province, namely 176 employees and sampling was carried out using total sampling so that 64 respondents were used as samples. Based on the research results, it is known that there is a positive influence of the HR quality variable on the Service Responsiveness variable, thus partially there is a significant influence between the quality of human resources on employee service responsiveness, there is a positive influence of the Organizational Culture variable on the Service Responsiveness variable) thus partially there is a significant influence between Organizational Culture on employee Service Responsiveness. The quality of human resources and organizational culture influence service responsiveness. Thus, there is a positive and significant influence on the quality of human resources and organizational culture on employee service responsiveness

The Empirical Study of Motivation, Abilities and Leadership on Work Effectiveness Through Organizational Culture of Bank Mandiri Employees in the Jember Area

The aim of s research was to determine the influence of motivation, ability and leadership on the work effectiveness of Bank Mandiri employees in the Jember area through organizational culture. This research approach is a quantitative approach with hypothesis testing. The research population were Front Liner employees who are customer service employees in all units and offices of PT. Bank Mandiri in the Jember area has 50 employees. The sampling technique was saturated sampling. Research variables include stress, conflict management, mood and work effectiveness. The research results explained that motivation had a positive effect on employee organizational culture. Ability had a positive effect on organizational culture. The ability factor had a positive effect on employee work effectiveness. The ability factor had a positive effect on employee work effectiveness. Leadership factors had positive effect on employee work effectiveness. Employee organizational culture had a positive effect on employee work effectiveness.

Employment Outcomes of a Distance Learning System for Formerly Incarcerated Veterans With Mental Illness.

People with previous incarceration and a mental disorder, a substance use disorder, or both are less likely to obtain employment than are those without these characteristics. Distance learning and education (DLE) systems are increasingly being integrated into clinical care and provide a pathway to disseminate vocational services. DLE systems can help reach people with barriers to accessing services, including people without transportation, experiencing homelessness, living in rural areas, or who are homebound. This study evaluated the effectiveness of one DLE system, the COMPASS program, in assisting formerly incarcerated veterans with a mental or substance use disorder to obtain employment. The authors used a randomized controlled trial to compare employment outcomes of 39 U.S. veterans receiving the COMPASS intervention with those of 43 veterans receiving a paper self-study vocational manual. All participants had previous legal convictions and had a mental disorder, a substance use disorder, or both. The COMPASS system provided vocational services through asynchronous (online practice assignments, reading, and videos) and synchronous (video and telephone practice interviews and live chats) methods. No in-person vocational services were provided in the COMPASS intervention. At 6 months, participants assigned to receive the COMPASS intervention were more likely to have found employment, defined as 1 day of competitive employment, compared with those assigned to receive the self-study manual (64% vs. 35%, respectively)-and to have found employment faster. This study's findings provide evidence for the effectiveness of the COMPASS system in providing employment services and suggest that these services may benefit other vulnerable populations.

The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis

The benefits of service employees’ resilience in the workplace: a mediation and moderation analysis

Structural empowerment, personal initiative, and job satisfaction in service employees: Exploring the mediating role of psychological empowerment.

This study explores how empowering human resource management (HRM) practices based on structural empowerment (access to opportunities, resources, support, and information) affect both personal initiative and job satisfaction of service employees through individual-level factors (psychological empowerment). We conducted a cross-sectional survey study and collected 439 valid responses from service employees in Spain. The hypotheses were tested using structural equation modeling (SEM) with confidence intervals based on 10,000 resamples (i.e., bootstrapping technique). Our results showed that psychological empowerment partially mediated the relationship between structural empowerment and job satisfaction. It also fully mediated the relationship between structural empowerment and personal initiative at work. These findings emphasize the importance of HRM practices that can empower employees as key determinants of job satisfaction and personal initiative at service companies. Furthermore, a structural empowerment approach is a valid theoretical framework for studying and understanding employees' affective evaluations of work and, more specifically, their personal initiative.

The Existence-Relatedness-Growth Theory for Job Satisfaction and Motivation of Greek National Healthcare Service Employees in the Context of Severe Financial Constraints.

The hospital environment is often quite complicated due to interdisciplinary workflow procedures and multitasking staff, which are exacerbated during periods of economic crisis. This study aimed to examine the motivation and job satisfaction factors of Greek National Healthcare Service (NHS) employees in relation to the Existence-Relatedness-Growth (ERG) theory of motivation during a period of severe financial constraints. A cross-sectional study was conducted in three public hospitals in Greece from 2018 to 2019, utilizing a survey tool to measure the factors of motivation and job satisfaction among Greek NHSemployees. The study also aimed to identify the most relevant motivational theory applicable to the complex Greek hospital environment. Exploratory factor analysis (EFA) was employed to extract the structural factors of the survey tool, and analysis of variance (ANOVA) was used to identify statistical differences between the means of three or more independent groups. A sample of 363 Greek NHS employees participated in this study. Statistically significant differences were detected between hospital units and job satisfaction factors, as well as between the functions of hospital clusters and job positions. Specifically, managerial staff presented higher levels of job satisfaction, while nursing staff had the lowest scores in terms of psychological contracts when compared to medical and administrative staff. This study demonstrated that job satisfaction in Greek public hospitals, in a context of severe financial constraints, was mainly driven by strong interpersonal connections and employee trust in management, despite significant cuts in salaries, staff numbers, and hospital budgets.

Examining the experiences of mid-career nurses in hospitals: a phenomenological study

Background The turnover of new and mid-career nurses has been increasing, leading to challenges in recruiting and retaining nursing staff. Objectives Securing and retaining mid-career nurses is crucial for ensuring high-quality care. However, little is known about mid-career nurses’ experiences regarding turnover. This study aimed to understand the experiences of mid-career nurses and identify strategies to enable mid-career nurses to maintain long-term employment in health services. Design Colaizzi’s phenomenological methodology was adopted to illuminate the subjective meaning derived from the work-related challenges of mid-career nurses, leading to turnover. Focus group interviews were conducted to delve into the work challenges faced by mid-career nurses. Method The participants were 23 mid-career nurses working in one tertiary hospital and six secondary hospitals across three Korean cities, recruited using purposive and snowball sampling. The inclusion criteria entailed a minimum of three years of nursing experience and current employment within a designated department or clinical area within the hospital environment, commonly known as a nursing unit. Such units encompassed a range of clinical settings, including medical-surgical units, intensive care units, and emergency rooms. The interview data were transcribed verbatim, and significant statements were extracted from abstract sentences to derive themes through an analytical process. Results Analysis of the work experiences of 23 mid-career nurses in medical institutions yielded 15 themes and 4 theme clusters derived from 353 meaningful statements. These theme collections were identified as ‘Difficulties endured as a mid-career nurse’, ‘Meaningless and regrettable new graduate nurses’ education’, ‘An inexpressibly poor work environment’, and ‘Systems and policies needed to remain in the hospital’. Conclusions Difficulties faced by mid-career nurses including the establishment of an education and career development system, provisions for guaranteed leave, a diverse and flexible work system, opportunities for effective communication, and engagement with the opinions of mid-career nurses should promptly be addressed.

The State of Employment for People With IDD: Implications for Practice, Policy, and Equity.

Meaningful progress in improving employment outcomes for people with intellectual and developmental disabilities continues to be elusive, despite 40 years of investment in research, policy, and supports. This article reviews the current state of employment for individuals with intellectual and developmental disabilities (IDD) and describes policy, practice, and individual factors that influence employment outcomes. Research suggests the need for a holistic approach to change that addresses systems-level strategy, policy, and fiscal investment while strengthening individual experiences with employment and related day services. Recommendations address strengthening the implementation of employment policy, developing pathways to employment, and engaging individuals with IDD and, in particular, individuals with diverse social characteristics in reflecting on the quality of their experiences and supports.

Online Shopping and In-store Shopping on COVID-19 for Airline Service Employees

This study investigated the relationship between online and in-store shopping for airline service employees by using a quantitative survey method. Purpose sampling was used. This study found that the frequency of online purchases by pilots before and post-pandemic was significantly higher than that by flight attendants. Post-pandemic, the frequency of flight attendants shopping in-store was significantly higher than that of pilots. The frequency of online shopping before-pandemic positively affected the frequency of in-store shopping before-pandemic. The frequency of online shopping post-pandemic negatively affected the frequency of in-store shopping post-pandemic. The results found that online shopping affects users’ willingness to purchase in stores, and suggested that online shopping service providers should build user-friendly and easy-to-access systems. The findings can help retail marketers effectively prioritize the benefits of online shopping, which considerably affects user’s desire to use the Internet.

Post‐pandemic public personnel retention: A person‐organization and person‐supervisor fit analysis

AbstractThis study examines person/organization and person/supervisor fit of public administration professionals in the context of hybrid work. A three‐phase study was conducted among 411 public professionals in Quebec. Results show that person/organization and person/supervisor fit have declined over time, and that satisfaction with hybrid work played a role in this decline. Person/organization fit affects intention to stay with the public organization. These results show the importance for public organizations to take employees' needs, values and expectations into account to increase satisfaction with the hybrid work experience and foster the retention of public service employees in a post‐pandemic era.

Analisis Kinerja Pegawai Dalam Memberikan Pelayanan Administrasi Kepada Masyarakat Di Desa Semangat Dalam Handil Bakti Kabupaten Barito Kuala

Performance can be known and measured if an individual or group of employees or employees have criteria or benchmark success standards set by the organization. Performance can also be said to be the product of doing something related to a job, position or role in an organization with a maximum sense of responsibility, dedication and loyalty. The performance referred to in this research is all the power and efforts made by employees in providing administrative services to the community. This expected performance is reflected in three aspects, namely, (a) the cognitive aspect, namely the employee's understanding of the administrative service system to the community,(b) the effective aspect, namely the performance of employees in service, is the efforts made by employees to accept and create harmonious interpersonal relationships with the community, (c) the performance aspect is everything that employees do in using their physical bodies in acting so that they can provide good service. best for society

ESG activity recognition enhances organizational commitment and service-oriented organizational citizenship behavior among insurance call center staff

Service-oriented organizational citizenship behavior refers to service workers' helping, cooperating, sharing, and donating actions that benefit others at a cost to themselves. Based on ethical climate theory, this research investigates whether corporations adopting environmental, social, and governance (ESG) management enhance service-oriented organizational citizenship behavior (SO OCB) among service employees. A total of 230 surveys were collected from call center workers in the insurance industry, and STATA 14.0 was used to analyze the 204 responses with useable data. The results show that employees' recognized ESG activities enable SO OCB through organizational commitment. Additionally, ESG activity recognition has a positive relationship with self-efficacy and empowerment, which helps service employees regulate external expectations. Thus, this finding is significant for call center workers experiencing emotional labor. Furthermore, the results suggest that firms can contribute to employees' SO OCB by practicing ESG activities. Firms should inform employees of their ESG management efforts as employees' recognition of an ethical climate can enhance their willingness to perform service-oriented behavior. Finally, ESG activity recognition can increase employees’ organizational commitment, an important predictor of employee satisfaction and negative turnover rates.