Service Employees Research Articles

Impact of Corporate Social Responsibility on Consumer Trust in Nepalese Commercial Banks

This study examines the impact of corporate social responsibility (CRS) on consumer trust in Nepalese commercial banks. Customer trust is the dependent variable. The selected independent variables are service quality, organization identification, employee commitment, organization attractiveness, and organization morality. The primary source of data is used to assess the opinions of the respondents regarding the perception of service quality, organization identification, employee commitment, organization attractiveness, and organization morality. The study is based on primary data of 20 commercial banks with 125 respondents. To achieve the purpose of the study, structured questionnaire is designed. The regression models are estimated to test the significance and importance of impact of corporate social responsibility on consumer trust in Nepalese commercial banks. The result showed that service quality has a positive impact on consumer trust. It implies that better the service quality, better would be the customer trust. Similarly, organization identification has a positive impact on customer trust. It indicates that specific organization identification leads to increase customer trust. Likewise, employee commitment has a positive impact on customer trust. It indicates that the influence of committed employee drives positive impact on customer trust. Further, organization attractiveness has a positive impact on customer trust. It indicates that organization attractiveness stimulates the positive customer trust. Moreover, the result also shows that organization morality has a positive impact on customer trust. It indicates that higher the organization morality, higher would be the customer trust.

Facing AI with knowledge: an investigative study on the utilisation of service robots and employee knowledge management behaviours

ABSTRACT Knowledge is the source of competitive advantage for employees in the labour market and for businesses in the services market. While academic research on knowledge management has made significant progress, the impact of robotic utilisation on the knowledge management behaviour of service employees remains limited, particularly with respect to the entry of artificial intelligence and robots into tourism and hospitality settings. Drawing on stress coping theory, this paper explores the mechanisms through which the utilisation of service robots influences employee knowledge management behaviour. Through a survey of 347 hotel employees, we conduct a multiple regression analysis on the data. The findings indicate that the utilisation of service robots positively influences employees’ knowledge management behaviours, with learning tensions partially mediating this relationship, and a paradox mindset negatively moderating the impact of learning tensions on knowledge management behaviour. The research findings theoretically enrich the body of knowledge in the areas of service robots, human-robot interaction, and knowledge management. Practically, the research conclusions provide insights for tourism and hospitality organisations adopting robots on how to embrace change, leverage the learning tensions and paradox mindset, and thereby fostering a more engaged and motivated workforce in the realm of knowledge management.

Navigating emotional labour: the role of deep acting in enhancing job performance and customer relations in the South African racecourse industry

This study aims to examine the effects of deep acting on employees employed at the racecourse. The objective of this study is to examine the effects of deep acting, a type of emotional labour, on the well-being and job performance of service employees in the hotel industry in South Africa. Additionally, the study intends to provide effective coping strategies to minimise any negative consequences of emotional labour. This study employs a qualitative methodology, utilising purposive sampling to choose eight participants from the racecourse industry. The data was gathered using semi-structured in-depth interviews, enabling a thorough investigation of the participants' experiences and perceptions. Thematic analysis was employed to examine the data and discover significant themes and patterns pertaining to the practice of deep acting and its effects. According to the study, sales assistants reported that deep acting was less stressful than surface acting. The practice of deep acting had a positive impact on the job performance and communication abilities of the sales associates, hence contributing to their professional development. Notwithstanding these advantages, certain individuals experienced a sense of being underappreciated by their employers due to the emotional work they performed. The results indicate that engaging in deep acting promotes a heightened sense of empathy towards clients and improves the performance of sales associates as a result of their cumulative work experience. This research emphasises the necessity for organisations, especially those in the hospitality sector, to acknowledge and endorse the emotional labour carried out by their employees. By acknowledging the beneficial aspects of deep acting and providing appropriate coping mechanisms, employers can help alleviate potential negative impacts on employee well-being. Acquiring this comprehension can result in improved management techniques that foster employee contentment and productivity. This study adds to the scarce body of scholarship on emotional work in the South African setting, particularly within the racecourse business. This study presents innovative perspectives on the impact of deep acting on service employees and provides practical approaches for efficiently managing emotional labour. The research highlights the significance of maintaining a balance between employees' self-management and their regulation of client interactions, which ultimately improves the overall quality of customer service and staff satisfaction.

Application of the principle of individualization and personalization in the activity of the state employment service: administrative and legal aspect

The article examines and argues for the use of the principle of individualization and personalization in the work of the State Employment Service, which functions as an executive body. The author considers approaches to individualization and personalization as key elements of state policy regarding employment provision and labor market regulation. The author emphasizes that the analysis of the principles governing the activities of the State Employment Service is a fundamental and critically important aspect for the organization and effective functioning of this institution. The article analyzes the meaning and application of the principle of individualization and personalization in the activity of the State Employment Service in Ukraine from an administrative and legal perspective. The importance of establishing clear normative definitions of these principles is emphasized, as they determine the basic standards and norms for the functioning of state bodies. In particular, insufficient regulation can lead to differences in their understanding and application, complicating the planning and organization of activities. The author analyzes the international experience of applying the principle of “case management” and points out the need to introduce individually oriented support methods for each unemployed person in Ukraine. Particular emphasis is placed on innovations, including the reform of the organizational structure of the State Employment Service, which is aimed at increasing efficiency and customer focus. In particular, the introduction of a career counselor as an institution demonstrates the authority’s desire to provide an individual approach and personalized support to each client. An analysis of the career counselor’s functions confirms its focus on developing individual career plans for clients, taking into account their personal needs and capabilities. Manifestations of the application of the principle of individualization in the activities of the State Employment Service are considered, in particular, through drawing up an individual employment plan with a job seeker. The author emphasizes that this plan is a program of cooperation between the unemployed and a career counselor, aimed at organizing and ensuring the provision of social services in the field of employment. Special attention is paid to the expected positive impact of such an individual approach on the effectiveness of the job search and compliance with the needs of employers . It was concluded that in the context of the activity of the State Employment Service, the principle of individual approach and personalization is manifested in the expansion of the range of services for clients, taking into account their unique needs, level of professional training, motivation and readiness for mobility. This approach becomes an important component of the development strategy of the state employment service and contributes to increasing its effectiveness in achieving the goal of creating conditions for active employment of the population.

Does too much or too little task conflict hurt service performance? A multilevel curvilinear model

Purpose The quality of service determines whether service firms can satisfy customers and achieve business quality and sustainability. As contemporary service firms are dependent on both team and employee to serve customers, it is important to investigate how to simultaneously facilitate team service performance (TSP) and employee service performance (ESP). Our aim is to build a multilevel model of the curvilinear effect of task conflict (TC) on TSP and ESP, as well as the moderating effects underlying the above curvilinear relationships.Design/methodology/approach Two-sourced data were obtained from 47 team leaders and 326 employees in Chinese hotels. Multilevel structural equation modeling was utilized for validating the model.Findings The results revealed that TC exerted a curvilinear effect on both TSP and ESP. Ethical climate (EC) and internal knowledge transfer (IKT) served as moderators strengthening the curvilinear nexus between TC and ESP.Originality/value We contribute to the conflict-performance stream in management literature by unmasking the curvilinear effects of TC on both TSP and ESP, and the moderation mechanisms underlying such curvilinear effects.

Measuring transport-associated urban inequalities: Where are we and where do we go from here?

ABSTRACT Reducing urban inequalities is at the forefront of the global sustainable development agenda, as well as national and local policies. While existing measures of inequality are mostly focused on income and wealth, it is widely recognised that non-monetary disparities such as in health, education, and housing play a crucial role in creating and reinforcing inequalities. Transport plays a central role in mitigating inequalities by enhancing access to employment, education, and essential services. It is also directly and indirectly related to disparities in housing, neighbourhoods, and health. Policymakers increasingly recognize the potential of transport policies in addressing inequalities; however, the effects of interventions need to be understood beyond the transport sector only and should consider wider impacts. In this review, we concentrate on three interlinked sectors – housing, land-use, and transportation – where local governments possess some capacity to influence the processes by which inequalities are created and exacerbated. Currently, empirical research on inequalities within these domains is fragmented. Models and datasets used for scenario testing, planning, and intervention evaluation are often disjointed, sector-focused, and rarely consider distributional effects. Our aim is to critically review the literature across different disciplines and perspectives and propose future interdisciplinary directions towards better measurement and modelling of transport-associated inequalities.

The relationship between supervisor autonomy support, creativity, and employee service performance: Evidence from Michelin restaurants

This study aims to examine the relationship between supervisor autonomy support, creativity, and service performance of chefs in Michelin restaurants. In this context, data was collected from haute cuisine restaurants in Türkiye. Data was obtained from 322 chefs in 26 restaurants on the Michelin list. The data obtained was tested through PROCESS Macro (Model 4). According to the findings, creativity partially mediates the relationship between manager autonomy support and service performance.

The Mediating Role of Employee Voice between Despotic Leadership, Psychological Empowerment and Employee Performance

This research effort aims to address the indispensable factor of employee voice, which impacts employee behavior and causes negative emotions. Despotic leadership is a crucial constituent of the workplace and impedes performance-related outcomes. Psychological empowerment facilitates positive behavioral outcomes, including employee voice and performance. This study contributes to the body of knowledge by explaining the role of employee voice in despotic leadership, psychological empowerment and employee performance. The banking sector of Pakistan is one of the remarkable sectors that provides employment and financial services, but it faces various controversial employee issues including leadership, psychological, and behavioral issues that impede performance. This research paper contributes to bridging the research gap in explaining how employee performance is influenced by despotic leadership and psychological empowerment with the mediation role of employee voice. Despotic leadership is an essential element in determining the working environment; psychological empowerment is important for employees’ behavior that predicts employee performance. Most importantly, employee voice has central importance in at the workplace that predicts and impacts employee performance. employee voice creates the working environment that the firm desires. The mediating role of employee voice tends to establish the relationship between despotic leadership, psychological empowerment and employee performance. The current paper focuses on front-line employees of bank in Punjab, as data was collected by employing a simple random sampling technique; the sample size was 310 employees from different banks in different cities. The collected data was later analyzed on Smart-PLS 4.0 for relationship assessment. The results depicted that despotic leadership negatively impacts employee voice and employee performance, while psychological empowerment positively influences employee voice and employee performance and is mediated by employee voice. Limitations and future research recommendations are given in the conclusion section.

Legal Consequences of Occupational Accidents in the Construction Industry a Criminal Law Perspective

The increasing number of accidents and losses due to work accidents, as well as potential hazards in the production process, require effective, comprehensive, and integrated Occupational Safety Management in the management of the company. Work accidents are often caused by unsafe activities, which can be caused by lack of knowledge and skills, physical disabilities, fatigue, and unsafe attitudes and behaviors. This study uses normative legal research methods with a statutory approach and a case-based approach. Sources of legal materials used include primary, secondary, and tertiary legal materials. The results showed that corporate crimes, including criminal liability of negligent companies in managing worker safety, can result in the loss of workers ' lives. The government has very little control over the implementation of occupational safety laws, and companies are still minimal in capital to improve K3 services for employees. In addition, the lack of publications and information on Occupational Safety and health, especially in rural communities, contributes to the aggravation of this condition.

Emotional Energy: When Customer Interactions Energize Service Employees

Existing literature has concluded that employees who regularly interact with customers often find this central aspect of their work emotionally draining. But what if some customer interactions could emotionally regenerate service employees? This ethnographic research demonstrates that several factors influence emotional energy in service interactions, including staff copresence with customers, mutual focus, shared mood, and barriers to outsiders. In addition, service employees’ experience of autonomy and status in interactions plays an important role in influencing their emotional energy. Based on these insights, this study advances a framework for service organizations to manage a crucial asset: the emotional energy of frontline service employees.

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.

Do Employee Wellbeing and Employee Service Performance Affected with Psychological Stress Post Covid 19?

Do Employee Wellbeing and Employee Service Performance Affected with Psychological Stress Post Covid 19?

Examining the Effects of Gender and Work Experience on the Relationship Between Social Intelligence, Job Satisfaction, and Service Employee Engagement

Social intelligence is one of the newest concepts to come up with in management literature. This study provides a thorough framework for examining the mediation role of service employee engagement (SEE) in the relationship between job satisfaction and social intelligence (SI). Accordingly, in this framework, it has used social intelligence as a multifaceted construct within the setting of Saudi society and its hotels. A survey questionnaire was distributed to 485 hotel employees in the KSA via the drop and collect method. Our research findings utilizing Structural Equation Modeling demonstrated that SI is a multidimensional construct. Additionally, the results confirmed that SEE plays a full mediating role between SI and JS. The findings highlight the significance role of the gender and work experience in Saudi society. It was obvious that women in the hotel industry with high SI tend to experience greater JS contributing to increased employment rates for women in KSA.

Can frontline employees help consumers improve their financial planning behavior? Implications from triadic analysis

PurposeAs consumer debt can substantially impair subjective well-being, it is crucial for research to gain insights into how consumers can be motivated to improve financial planning. This paper aims to investigate how frontline employees in financial services can help consumers regulate their financial planning behaviors and how financial service providers can effectively support their frontline employees in this effort through leadership and organizational climate.Design/methodology/approachWe incorporate regulatory focus theory and conservation of resource theory to develop a conceptual model that we test in a triadic study with a unique dataset collected from consumers, frontline employees, and managers in the banking sector.FindingsWe find that frontline employees must pay attention to the details of consumers’ needs and customize the service to those needs to trigger consumer promotion focus and stimulate consumers’ financial planning behaviors. Moreover, our results emphasize that the organization must act as an integrated entity. Thus, a manager’s servant leadership and an organizational climate of customer stewardship are crucial for frontline employees to transform consumers’ financial planning behaviors.Research limitations/implicationsThe study highlights frontline employees’ key role in motivating consumer financial planning behavior, offering a new perspective in transformative service research on enhancing financial well-being.Practical implicationsThe findings provide financial service providers with actionable implications for enhancing consumers’ financial planning. This benefits both consumers and financial institutions, as customers with greater spending power can buy more financial products.Originality/valueThis study advances transformative service research on consumer financial planning behavior, which has largely focused on consumer-related or society-level variables, by exploring the role of frontline employees and organizational support in terms of leadership and climate.

PENGARUH DISIPLIN KERJA, MOTIVASI KERJA DAN FASILITAS KERJA TERHADAP KINERJA KARYAWAN PADA DINAS KETENAGAKERJAAN DI KABUPATEN SITUBONDO MELALUI KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING

The aim of this research is to analyze and test the influence of Work Discipline, Work Motivation and Work Facilities on Employee Performance at the Situbondo Regency Employment Service through Job Satisfaction as an Intervening Variable. The population in this study were employees of the Situbondo Regency Employment Service. The sampling technique is determined by Non-Probability Sampling using Total Sampling or saturated samples. Data analysis and hypothesis testing in this research used the Structural Equation Model - Partial Least Square (PLS-SEM). The results of direct hypothesis testing using the Smart PLS 3.0 application, show that Work Discipline has a positive but not significant effect on Job Satisfaction, Work Discipline has a significant positive effect on Employee Performance, Work Motivation has a significant positive effect on Job Satisfaction, Work Motivation has a positive but not significant effect on Performance Employees, Work Facilities have a significant positive effect on Job Satisfaction, Work Facilities have a negative but not significant effect on Employee Performance, Job Satisfaction has a significant positive effect on Employee Performance. The results of the indirect effect hypothesis test show that the variable Work Discipline on Employee Performance through Job Satisfaction has a positive but not significant effect, Work Motivation on Employee Performance through Job Satisfaction has a positive but not significant effect, Work Facilities on Employee Performance through Job Satisfaction has a positive but not significant effect,

Evolving Challenges in Public Service Leadership, Employee Conduct, and Public Sector Performance

Evolving Challenges in Public Service Leadership, Employee Conduct, and Public Sector Performance

College Athlete Unionization

The U.S. Supreme Court’s landmark 2021 decision in NCAA v. Alston has opened the door to serious consideration of the potential for college athlete unionization and collective bargaining. The ruling, highlighted by Justice Kavanaugh’s concurring opinion, suggests collective bargaining as a potential solution to the National Collegiate Athletic Association’s (“NCAA’s”) antitrust vulnerabilities. This Article delves into the initial legal and strategic questions surrounding the prospect of unionization, focusing particularly on NCAA Division I football and basketball, due to their significant revenue generation making them prime candidates for unionization efforts. The National Labor Relations Board (“NLRB” or “Board”) is positioned to play a central role in the unionization attempts at private universities and potentially influence public university efforts. A recent NLRB complaint against the University of Southern California (“USC”) accusing the institution of misclassifying student athletes as non-employees will answer some important labor law questions that will likely guide future unionization efforts. Moreover, the Service Employees International Union’s (“SEIU’s”) successful union election bid involving the Dartmouth College men’s basketball team represents a significant step forward, marking the potential beginning of college athlete unionization. This Article provides a comprehensive examination of the issue, starting with the NLRB’s involvement and its pivotal decision regarding the Northwestern University case. It proceeds to dissect the Supreme Court’s Alston decision’s implications for unionization and collective bargaining. It further explores the complex labor and employment law intricacies, such as the definitions of employee and employer, appropriate bargaining units, and the NLRB’s jurisdiction over public universities. Finally, it theorizes on how unionization may unfold, outlining possible challenges, pitfalls, and the expected advantages for college athletes through collective bargaining.

The Influence of Transformational Leadership and Organizational Commitment Towards Employee Performance is Mediated by Organizational Citizenship Behavior (Study of Health Service Employees, Health Training Center, Regional Health Laboratory of Southeast

Transformational leadership and organizational commitment can affect employee performance, with Organizational Citizenship Behavior as a mediating variable. By knowing this relationship, organizations can develop more effective leadership strategies and policies to improve the performance of employees of the Health Office, Bapelkes and Health Laboratories of Southeast Sulawesi Province, which ultimately increases the productivity and success of the organization as a whole, this study uses a quantitative approach. The population in this study was 404 people. the sample used the Slovin Formula with a precision of 5%. the research sample amounted to 201 respondents. this research data was analyzed using SmartPLS software. The results of this study transformational leadership has a negative effect on Organization Citizenship Behavior, has a P-Values value of 0.0085 and T-Statistics 1.128.557 or this value has P-Values> 0.05 and T-statistics> 1.96. Organizational commitment has a positive effect on organizational citizenship behavior and has a P-Values value of 0.000 and T-statistics 1,686,753 or this value has P-Values < 0.05 and T-statistics> 1.96. Transformational leadership negatively affects employee performance has a P-Values value of 0.006 and T-Statistics 1.129,320 or this value has P-Values> 0.05 and T-statistics> 1.96. Organizational commitment to employee performance has a positive effect, has a P-Values value of 0.0024 and T-Statistics 1.228,882 or this value has P-Values < 0.05 and T-statistics> 1.96. Organization citizenship Behavior has a positive effect on employee performance, has a P-value value of 0.000 and T-Statistics 1,648,266 or this value has a P-value> 0.05 and T-statistics < 1.96. There is an effect of transformational leadership on performance mediated by Organizational Citizenship Behavior as an intervening variable with a statistical value of 130.424 which is greater than the t table (1.98010). There is an effect of organizational commitment on employee performance mediated by Organizational Citizenship Behavior as an intervening variable with a statistical value of 1,514,071 which is greater than the t table (1, 98010).

Employee Resilience as Strengthening the Influence of Work Life Balance and Servant Leadership on Employee Engagement (Study at the Badung Regency Regional Research and Innovation Agency)

An imbalance between work life and personal life can often affect the level of employee involvement in their work. On the other hand, a servant leadership style that focuses on service and care for employees can also be a factor that influences the level of involvement. This research also identifies employee resilience as a mediating variable, describing an employee's ability to overcome pressure and challenges in the work environment. The respondents in this research were employees at the Badung Regency Regional Research and Innovation Agency. The number of respondents in this study was 63 respondents using nonprobability techniques, namely saturated samples or often called total sampling. This research uses Structural Equation Modeling (SEM) analysis of the SmartPls 3.2.8 program. The results of this research show that work life balance has a positive and significant effect on employee resilience, but servant leadership has no effect on employee resilience. Work life balance, servant leadership, and employee resilience have a positive and significant influence on employee engagement. Employee resilience is a mediating variable on the influence of work life balance on employee engagement which is partially mediated. Employee resilience is not a mediating variable on the indirect influence of servant leadership.

Strategi Pengembangan Pelayanan Publik dalam Meningkatkan Transparansi Penyaluran Bantuan di Kabupaten Wajo

According to Articles 33 & 34 of the 1945 Constitution Law of the Republic of Indonesia, the state is tasked with protecting the entire Indonesia nation and promoting general welfare in realizing social justice for all Indonesia people. One of the government's strategies in realizing social welfare is to distribute social assistance (Law Number 11 of 2009). Based on the Regulation of the Minister of Finance (PMK) number 181 of 2012, social assistance (bansos) is assistance in the form of transfer of money, goods, or services by the central/regional government to the community to protect the community from the possibility of social losses, increase economic capabilities, and improve social welfare. This type of research is descriptive qualitative research. This research is to identify and analyze Public Service Development Strategies in Increasing Transparency of Aid Distribution in Wajo Regency. This study uses qualitative research methods in the research design. The results of interviews with Social Service employees and the community show that the public service development strategy in Wajo Regency focuses on the use of information technology, effective socialization, and an empathetic approach. Overall, the efforts made by the Social Service have brought positive changes in the distribution of social assistance in Wajo Regency, with an increase in public trust and satisfaction with the services provided.