Service Sector Employment Research Articles

Does grit foster employee well-being? Role of basic need satisfaction and psychological empowerment – a moderated mediation study

PurposeRecent research has established the importance of grit as a psychological resource in yielding a number of beneficial outcomes. However, the mechanisms linking grit with its consequences are yet to be explored fully. Drawing upon self-determination theory (Deci and Ryan, 2000) and the self-concordance model (Sheldon and Elliot, 1999), the present study aims to examine the impact of grit on employee well-being via the indirect path of need satisfaction. Further, the study explores the moderating role of psychological empowerment in the relationship between grit and need satisfaction.Design/methodology/approachThe data were gathered from Indian service sector employees (n = 798). Standardized instruments were used to measure the variables under investigation.FindingsThe findings ascertained a positive relationship between grit and employee well-being in the organizational context. The structural equation modeling analysis suggested that need satisfaction partially mediated the path leading from grit to employee well-being. Further, the findings obtained from PROCESS Macro analysis revealed a conditional moderating effect of psychological empowerment in bolstering the hypothesized mediation path involving grit, need satisfaction, and employee well-being.Originality/valueThe present study contributes to positive organizational behavior literature by uncovering the inter-linkage between grit and well-being in terms of intermediary mechanism. The theoretical and managerial implications, along with the limitations of the study, have been discussed.

How does AI awareness affect employees’ voice behavior in the service industry? A transactional theory of stress perspective

Purpose This study aims to explore the impacts of service industry employees’ AI awareness on their voice behavior while also considering the dual mediating roles of voice efficacy and job insecurity, as well as the moderating role of trait competitiveness. Design/methodology/approach The sample comprises data from a two-wave longitudinal survey of 203 employees in the service sector. This study examined all the hypotheses using Mplus 8.0. Findings This study confirms that service sector employees’ AI awareness has significant negative effects on both promotive and prohibitive voice behaviors. Voice efficacy can mediate the negative impact of AI awareness on promotive voice. Both voice efficacy and job insecurity can mediate the negative impact of AI awareness on prohibitive voice. Furthermore, employees’ trait competitiveness can weaken the negative impact of employees’ AI awareness on their voice efficacy. Practical implications Managers should first investigate employees’ AI awareness and then adopt targeted managerial strategies to promote their voice behavior. Originality/value This study contributes to the literature related to the consequences of AI awareness by linking AI awareness to employee voice behavior. Furthermore, this study deepens our understanding of how AI awareness affects employee voice behavior by proposing voice efficacy (i.e. the efficacy pathway) and job insecurity (i.e. the safety pathway) as key mediating mechanisms. Moreover, this study advances our understanding of when AI awareness influences employee voice behavior by identifying the moderating role of trait competitiveness.

A Study on Emotional Intelligence of Women Employees in Service Sector and their Leadership Abilities

A Study on Emotional Intelligence of Women Employees in Service Sector and their Leadership Abilities

Nurturing Work Engagement: Unravelling the Impact of Servant Leadership, Employee Emotional Intelligence, and Work-Family Conflict

This study explores the influence of servant leadership (SL), emotional intelligence (EI), and work interfere with family (WIF) on work engagement (WE) among the service sector workforce in Klang Valley, Malaysia. A quantitative approach via survey was administered to 150 employees from the food and beverage, retail and wholesale trade, and accommodation sectors. The Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis revealed that SL and EI positively affect WE, while WIF negatively impacts WE among service sector employees. The practical implications emphasise the importance of fostering EI, implementing SL practices, and addressing WIF to enhance employee WE. This study also offers theoretical contributions to further enhance the understanding of these factors within the Job Demands-Resources (JD-R) framework.

Nurturing Work Engagement: Unravelling the Impact of Servant Leadership, Employee Emotional Intelligence, and Work-Family Conflict

This study explores the influence of servant leadership (SL), emotional intelligence (EI), and work interfere with family (WIF) on work engagement (WE) among the service sector workforce in Klang Valley, Malaysia. A quantitative approach via survey was administered to 150 employees from the food and beverage, retail and wholesale trade, and accommodation sectors. The Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis revealed that SL and EI positively affect WE, while WIF negatively impacts WE among service sector employees. The practical implications emphasise the importance of fostering EI, implementing SL practices, and addressing WIF to enhance employee WE. This study also offers theoretical contributions to further enhance the understanding of these factors within the Job Demands-Resources (JD-R) framework.

Pozitif psikolojik sermayenin örgütsel özdeşleşme üzerindeki etkisinde etik iklimin aracı rolü

The study examined the mediating role of ethical climate perceptions in the relationship between positive psychological capital and organizational identification perceptions of service sector employees in Istanbul. In this context, data were collected from 518 service sector employees through a questionnaire. "SPSS AMOS 24 was employed for confirmatory factor analysis, while Process Macro was utilized for regression and mediation analyses." As a result of the analysis, it was determined that there is a significant and positive relationship between positive psychological capital, organizational identification and ethical climate. In addition, it was found that ethical climate partially mediates the effect of positive psychological capital perception on organizational identification.

Implications of Remote Working for Employees in the IT Services Sector: Experience of Polish Employees and Managers

Objective: Analysis of long-term implications of remote working for employees in the IT services sector from the perspective of Polish managers and employees. The aim of the research undertaken in this article is to identify various threats that result from the implementation of remote work in organisations. Research Design & Methods: The theoretical part presents the issue of remote working, taking into account the challenges of its implementation, at different levels and in different dimensions (organisational, managerial, social). The empirical part presents the findings of the research carried out on a group of employees in the IT services sector and on a group of managers responsible for recruitment and management of work within IT project teams. Findings: The findings show a number of negative consequences in terms of efficiency, effectiveness of task performance, trust building and, above all, exchange of knowledge and broadly understood learning among employees, which will lead to the worsening of problems with recruiting new IT staff in Poland in the long term. Implications / Recommendations: Remote work will generate many new problems in the IT services sector. Contribution: The article fills a gap in the literature regarding remote working in the IT services sector, which is the youngest, but at the same time the most rapidly developing sector in Poland, showing a tendency for further intensive growth.

Impact of family financial pressure on voluntary work performances OCB & CWBs: Mediating role of family motivation and self-control

This study aims to highlight the determinants and pathways that trigger employee functional and detrimental voluntary work performances i.e. OCB & CWBs. It is unclear whether family financial pressure is functional or nonfunctional for generating voluntary work behaviors. This study spotlights the paradoxical nature of family financial pressure. We theorize that family financial pressure is a double-edged sword that can produce positive OCB and negative CWBs employee voluntary work behaviors. We have collected data from manufacturing and service sector employees working in different organizations in Pakistan. This study found that family financial pressure is the salient determinant that can generate both functional voluntary work performance OCB and counterproductive voluntary work performance CWBs through unique pathways i.e. family motivation, state self-control failure. Family motivation acts as a partial mediator between family financial pressure and OCB and state self-control failure also partially mediated the link between family financial pressure and CWBs. The practical and theoretical implications are also discussed in this study.

Assessment of Relationship between HR Practices and Employee Empowerment Among Differently-Abled Employees in Services Sector in Coimbatore District

India has made significant strides in recognizing and addressing the rights and needs of differently-abled individuals. The Rights of Persons with Disabilities Act, of 2016 replaced the Persons with Disabilities (Equal Opportunities, Protection of Rights and Full Participation) Act, of 1995, broadening the scope and coverage. However, there exists a social stigma about the capabilities of the differently abled employees, while, on the other hand, such employees face several challenges in terms of infrastructure and accessibility, limited skill development opportunities and less employer awareness towards suitable work environments for differently-abled employees. Based on this premise, there arises a need to study how empowered are the differently abled employees working in various sectors. In any organization, HR practices determine the effectiveness of people management. An analysis of the HR Practices that actively engage differently-abled employees may be looked at as an indicator to understand the empowerment status of such employees. The objective of this article is to explore the association between HR Practices and Employee empowerment among the differently abled employees working in the services sector in Coimbatore, Tamil Nadu. To assess the relationship between these two criteria; the “canonical correlation” tool is applied. The result illustrates the correlation between HR practices and Employee Empowerment. There exists a strongly significant correlation between HR Practices and Employee Empowerment. The derived result portrays the direct relationship between HR Practices and the Empowerment of differently abled employees, with the Grievance Redressal Mechanism as a key indicator. Therefore, it may be vividly expressed that every organization must tailor its HR Practices to make the differently abled employees feel more empowered. It may be comprehensively stated that the stakeholders ought to collaborate and build a positive environment to create a more inclusive and equitable future for all, to achieve organizational success. The study has suggested significant measures like compatible software, mental wellness, skill-specific Training and exclusive PwD cells that could be implemented in the organizations for the increased performance and empowerment of differently-abled employees.

Structural transformation without industrialization? Evidence from Tanzanian consumers

AbstractExport‐oriented industrialization was central to many Asian countries' structural transformation processes, but many African countries are bypassing industrialization, and the prospects for competing in global manufacturing markets are poor. Alternative structural transformation pathways all rely on domestic markets, and thus understanding their trajectories requires uncovering consumer preferences. Using detailed household expenditures data from a nationally representative panel survey in Tanzania, I estimate a flexible, stylized consumer demand system. I recover estimates of expenditure elasticities of demand for goods, services, and food in the aggregate, along with price elasticities of demand, identified using within‐household variation in prices and expenditures. I find that, across the expenditures distribution and in both rural and urban areas, consumer preferences are service facing. In particular, I show that (1) consumers sharply increase spending on services relative to goods and food as incomes increase; (2) demand for services in the aggregate is somewhat sensitive to changes in service prices; and (3) food, goods, and services are substitutes for each other. On one hand, a high propensity to consume the types of services that generate large local economic growth multipliers is consistent with driving growth in service sector employment. However, sustained growth in the long run may be limited because these services are low productivity and nontradable, and domestic markets are size constrained.

AI-induced job impact: Complementary or substitution? Empirical insights and sustainable technology considerations

This study utilizes 3,682 full-time workers to examine perceptions of AI-induced job displacement risk and evaluate AI's potential complementary effects on labor. By distinguishing between these variables, the research identifies which worker characteristics and industries are most affected by AI. Employing an extended ordered probit model, the results show that those with higher perceived risks are mainly female, older, and more educated. Workers with frequent internet usage and remote work are more concerned about AI-induced job risks. Sector-wise, entry-level employees perceive the least risk, whereas manufacturing professionals and senior service sector employees are more apprehensive. Contrary to the mainstream assumption that AI causes unemployment, this study identifies a potential complementary effect on job tasks, suggesting that AI can enhance and support human labor rather than replace it. This inference is based on observed worker perceptions and the increased use of AI tools in tasks that complement human skills. Moreover, AI's integration contributes to sustainable practices and entrepreneurial opportunities, enhancing business innovation and environmental efficiency. Workers increasingly view AI as a value-added element in their jobs rather than a threat, particularly in sectors focusing on sustainable development and green technologies.

Balancing commitment: Work engagement’s role in reducing unethical behavior

Unethical behavior within organizations is a very prevalent and costly problem. This study investigates employees’ unethical pro-organizational behavior (UPB), which is unethical behavior with the intention to help the organization. Leveraging social identity theory and social exchange theory, this research evaluates the direct relationship between organizational commitment and UPB and the indirect relationship through employee work engagement. The theoretical model was tested using structural equation modeling based on a sample of 499 U.S. service sector employees. Results indicate that organizational commitment can motivate employees to engage in UPB. However, channeling the commitment into work engagement can reduce employees’ motivation to engage in UPB. As such, the findings extend the UPB literature while providing practitioners with a clearer understanding of the importance of monitoring organizational commitment alongside work engagement.

Pengaruh Budaya Organisasi dan Komitmen Organisasi Terhadap Kinerja Karyawan Melalui Organizational Citizenship Behavior pada Savana Hotel & Convention Malang

This research aims to examine the variables that influence employee performance and their influence on service sector employees at Savana Hotel and Convention Malang. The type of research used is quantitative with an explanatory approach. Primary data in this study used a questionnaire which was distributed using a questionnaire sheet. The population in this study were employees of the Savana Hotel and Convention Malang and a sample of 100 respondents. Using the Partial Least Square (PLS) analysis method 4. Based on the research results, it shows that the variables of organizational culture and organizational commitment have a significant effect on employee performance at the Savana Hotel and Convention. And the organizational citizenship behavior (OCB) variable is able to mediate organizational culture and organizational commitment on employee performance for Savana Hotel and Convention employees. It can be concluded that if organizational culture improves it will support the formation of organizational commitment then these two variables will encourage high levels of organizational citizenship behavior (OCB), this is usually called employee loyalty, this will increase employee performance.

The potential synergy between air pollution control and employment growth

Public service sectors play crucial roles in maintaining societal functioning through the provision of essential services. However, amidst the backdrop of air pollution, their developmental trajectories may veer off course from their intended goals. Quantifying the impact of air pollution on public service sectors, particularly from an employment perspective, offers valuable insights for policymakers aiming to foster the sustainable growth of these sectors and expand the analysis framework on air pollution externalities. Drawing on monthly data spanning from January 2015 to December 2019 across 269 prefecture cities, this paper therefore explores the impact of air pollution on public service sector employment using a cross-lagged panel model with fixed effects. I find that air pollution negatively affects the employment scales in public service sectors. This negative employment shock is also unevenly distributed across areas and sub-sectors and intensifies over time. Cities belong to key areas for air pollution prevention and control, small and medium-sized cities, and secondary-industry dominated cities, suffer disproportionately negative employment shocks in their public service sectors. These findings offer actionable insights for policymakers to implement targeted measures supporting the continued growth of public service sectors and deepen understanding of the economic ramifications of air pollution.

Combined effects of abusive supervision, willpower and waypower on employees’ task performance and helping behavior, through quality of work life

PurposeExtending the efforts of previous scholars, this study examines how abusive supervision undermines employees’ ability to meet performance expectations and propensity to engage in helping behavior. Specifically, we investigate a hitherto unexplored mediating role of quality of work life (QWL) in this relationship. We further suggest that employees’ psychological resources, namely willpower and waypower, act as protective shields against this harmful process.Design/methodology/approachWe tested the proposed hypotheses using multisource (self- and supervisor-rated) three-wave time-lagged data (N = 185) collected from employees and their supervisors in eight organizations that operate in the service sector of Pakistan.FindingsThe findings corroborate our predicted hypotheses. The results indicate that employees' exposure to abusive supervision deteriorates their quality of work life (QWL), hindering their ability to deliver expected performance and tendency to help other colleagues. However, this negative process is less pronounced for employees who possess sufficient psychological resources of willpower and waypower.Practical implicationsThis study provides valuable insights to organizations by explicating the process that undermines employees’ ability to channel their energies into performance-enhancing activities when faced with humiliation from their supervisors.Originality/valueThis study details three previously unexplored factors that explain how and when abusive behavior steers service sector employees away from meeting performance expectations and assisting colleagues, via thwarting their quality of work life.

Analysis of Student Circular Migration Patterns towards Student Organization Culture (Ormawa) at Surabaya State University

Objective: This research try to identify the condition of circular migration still exist in Surabaya particularly weekly and monthly shuttle migrants and the settled migrants. The research was to examine demographic of the migrant students of State University of Surabaya Campus and their impact on the organizational culture. Furthermore, the study aimed at establishing whether economic characteristics and different demographic factors, to name but employment status of parents, wages, and region of origin of the migrants affected circular migration and joining organizations. Method: In this research, a survey was administered in the year 2023, out of which seven factors were selected under the two broad headings of economic and demographic factors. For descriptive analysis, the probit analysis was performed while for estimation of the impact of the above independent variables, the regression analysis with Stata 10 based on Linear Probability Model (LPW) was conducted. Results: The findings of the result indicated that employment in service sector and urban origin has a positive and significant effect of the participation in circular migration and joining organisations. On the other hand, employment in the industrial sector and parents’ greater distance are factors that inherently reduce this option. Therefore, the last analysis revealed that both parent wages and trade employment have a relatively little impact on organizational membership and migration, but gender does not have such an impact. Novelty: The current work is an effort to unfold some aspects of circular migration which has not received much attention in the existing literature with the focus on the city of Surabaya. It alone focuses on how economic and demography variable, thus employment status of parents and wages, and urban/rural background, moreover influences circular migration and organisational participation of the students at the State University of Surabaya. This study uses more sophisticated method of probit analysis and Linear Probability Model (LPW) to identify the nature of these variables affecting migration behaviour with a clear differentiation between the service sector and the industrial sector, and impact of the population density of urban centres.

The Big Five and dark triad personality traits as predictors of emotional labour

ABSTRACT Objective Emotional labour is expected, especially from service sector employees, to ensure customer satisfaction and meet corporate expectations. Previous studies have mainly focused on the effects of emotional labour on employees. Few studies have examined its predictors in terms of personality traits. In the present study, the predictive levels of the Big Five and dark triad traits on emotional labour were examined possibly for the first time. Method Four hundred and seventy-three service sector employees participated in the research. Data were collected using an online survey comprising questions relating to the Big Five personality traits, dark triad personality traits, emotional labour and personal (demographic) information. Descriptive statistics, internal consistency test, Pearson’s correlation and hierarchical regression were used to analyse the data. Results According to the findings, Machiavellianism was the strongest predictor of surface acting, and agreeableness was the strongest predictor of deep acting and naturally felt emotions. Narcissism was found to be a predictor of surface acting. Conclusions As a result of examining the Big Five and dark triad traits in predicting emotional labour styles, the fact that agreeableness predicted deep acting and naturally felt emotions suggests that agreeableness should be given closer attention in recruitment and promotion decisions, especially in the service sector.

Structural change and employment growth in India: reinterpreting “Manufacturing as an Engine of Growth”

PurposeThe present paper aims to highlight how manufacturing expansions under conditions of increasing returns, which involve the growth of intermediate goods specializations, support advanced service employment. In addition, the increasing use of manufacturing products in services highlights additional, new service sector employment opportunities.Design/methodology/approachThis paper investigates (1) the manufacturing and service interactions and (2) the investment behaviour in manufacturing using Auto-Regressive Distributed lags (ARDL) and Vector Autoregressive (VAR) models. The models allow for different specifications to study whether investment behaviour in manufacturing supports dynamic manufacturing and service interactions.FindingsThe results underpin how Kaldorian manufacturing as an engine of growth is still relevant in Indian growth and is key to achieving higher advanced employment, export-orientation and services and manufacturing nexus outcomes. What matters, though, is that manufacturing investments are to be guided mainly by intermediate goods specializations. The slowdown of these specializations, explaining the slowdown of manufacturing investment, is therefore, a concern.Originality/valueA reinterpretation of manufacturing as an engine of growth in which primacy is given to investment behaviour in technical progress functions that can support the growth of specializations in manufacturing and such specialized service employment.

Self-talk: exploring and validating its dimensions among service sector employees

Self-talk: exploring and validating its dimensions among service sector employees

Family migration and structural transformation

AbstractThis paper integrates the migration decisions of married couples into a multi‐sector spatial model, investigating their impact on structural transformation, productivity and gender wage gap. Focusing on China, a country characterized by a higher share of agricultural employment and a lower share in services compared with countries with similar income, we uncover a significant gender gap in migration costs among rural married couples. Furthermore, while migration costs have decreased for all demographic groups from 2000 to 2010, the decline was least pronounced for married couples when both partners left agriculture. We find that reducing migration costs for married couples who migrate together would lead to a decline in agricultural employment, a rise in service sector employment, an increase in aggregate productivity and a narrowing of the gender wage gap. Eliminating the gender differences in migration costs would also increase service sector employment and reduce the gender wage gap.