Service Employees Research Articles

Features of the structure and properties of stone mastic asphalt

AbstractThe purpose of this study is to investigate the features and properties of stone mastic asphalt in the context of its potential for practical application in road repair works, aiming to create a high‐quality road surface and replace outdated structural materials with newer alternatives. The leading approach combines a systematic analysis of the issues submitted for consideration and an experimental study of the properties of stone mastic asphalt, which are important in the context of the practical use of this building material to ensure high quality parameters of the roadway and the timeliness of its repair, if necessary. Within the framework of this study, results were obtained that indicate a significant variety of approaches to determining the characteristics and properties of the material under consideration, clearly demonstrating current solutions to the problem of improving the performance of stone mastic asphalt by introducing special admixtures into its composition. The findings and conclusions of this research are valuable for road service employees and developers of modern construction materials, aiding in high‐quality road surface repair and creating durable asphalt for safe road use in the future.

Moderating Effect Of Employee Service Quality And Mediating Impact Of Experiential Marketing in UAE Entrepreneurial Sector

Considersing the organizational success, employees performance has been accepted as among the fundamental role players. However, several organizational factors like abusive supervision, job stress, turnover intention, and agile leadership have been accepted as among the most critical determinants of such performance outcomes. The objective of this research is to investigate the moderating effect of perceived organizational support on the relationships between abusive supervision, job stress, turnover intention, and agile leadership with employee performance in public firms in the UAE. A valid sample of 211 respondents from the public sector firms in UAE has been collected. The present study applies the measurement model and structural model assessment using the Smart PLS version 4.0. The findings confirm the presence of the internal consistency reliability, convergent validity, and discriminant validity of the latent constructs when examined through their relative items. Moreover, the structural equation modelling reveals that there is a significant impact of agile leadership, abusive supervision, and job stress on the employee performance among the public firms of UAE. Additionally, the findings state that there is a significant moderating effect of perceived organizational support on the relationship between agile leadership and employee performance, between abusive supervision and employee performance, and between job stress and employee performance, respectively. Based upon the given findings, several policy implications have also been suggested for the policymakers specifically at the public firms in UAE.

A matter of fit? Service configurations for customer loyalty

Improving customer loyalty is paramount for service companies. Nevertheless, the task is riddled with challenges, as evidenced by existing studies that have unveiled dilemmas and presented mixed findings. Our study takes the configurational approach and argues that developing customer loyalty is a matter of fit among relevant design choices in the service context. Specifically, we investigate how the service configurations among service rules formalization (SRF), service employee commitment (SEC), service contact time (SCT), and cost leadership strategy (CLS) yield customer loyalty intention (CLI) in a service context characterized by certain customer contacts. We conduct a multi-respondent survey covering managers, employees, and customers to collect data from 141 service shops in Hong Kong. To analyze the collected data, we employ fuzzy-set qualitative comparative analysis (fsQCA). The results show that the combinations of low SRF, high SEC, and high SCT and of high SEC and low SCT under CLS lead to high CLI. This research offers valuable insights into the configurational design for customer-contact services and the practical means of promoting customer loyalty in customer-contact service firms.

A Participatory Evaluation of an Urban Garden Project in Ecuador: Exploring Factors That Impact the Recovery of People With Severe Mental Health Problems.

For the past years, Ecuador has been transitioning away from a hospital-based model of mental healthcare to one that is community-centred. However, challenges associated with hospital-based models endure, notably financial burden faced by those with severe mental health problems (SMHPs) due to labour market discrimination. Employment access for this group is often disregarded in policy planning, despite evidence of its benefits on mental health. Huertomanías, an urban garden initiative in Ecuador founded in 2015, works with individuals with SMHPs, providing work, income, and social inclusion. A case study using a participatory approach was carried out to explore factors that impact the recovery of people with SMHPs. Twelve participants engaged in diverse stages of the research, where several participatory activities were conducted including cognitive mapping, a photovoice project, and interviews. The analysis employed a thematic approach leading to four categories of impact within the urban garden: autonomy (financial and personal), interpersonal relations and relation with the environment, mental health, and family dynamics. A final category of impact was established encompassing external factors (family support and public policy and healthcare services) that influence recovery. Findings suggest that the urban garden promotes autonomy and active participation within society, improves mental health, and transforms family dynamics. Further, this study highlights the importance of community-based mental healthcare (CBMHC), emphasising the need of public policies and healthcare in promoting autonomy through employment and community-centred services. Lastly, the study contributes insights into recovery experiences and CBMHC benefits, informing programme development and similar initiatives in Latin America.

Integrating Information Technology and Transformational Leadership for Improved Employee Performance in Public Service

Several factors influence the performance of Service Employees, both external and internal. Therefore, this research aims to find out how the use of Information Technology affects the performance of Service Employees, to find out how the transformational leadership style affects the Performance of Service Employees, to find out how the Use of Information Technology and transformational leadership style affects the performance of employees at the Magetan Population and Civil Registration Service. This quantitative research was conducted at the Magetan Population and Civil Registry Service in 2024. Data was collected through documents and questionnaires, with validity and reliability tests on 81 respondents. Research data was analyzed using multiple regression techniques. The research results show that the use of information technology influences the performance of service employees, and the transformational leadership style influences the performance of service employees. Information technology and transformational leadership style significantly affect KKN learning achievement at the Magetan Population and Civil Registry Service. Based on the results of this research, it is recommended that department heads improve employee performance by implementing a transformational leadership style and learning to utilize information technology to develop employee performance.

ChatGPT and service: opportunities, challenges, and research directions

PurposeSince its inception, ChatGPT has been disruptively transforming how businesses operate along the whole value chain. The service sector is no exception from these technological advances. Given its potential and significance, five major areas whereby ChatGPT has great potential in services management are identified and discussed in terms of opportunities, challenges and research agendas: service marketing, customer experience, digital services, cost-effective service excellence, and ethical and corporate digital responsibility.Design/methodology/approachBy adopting an expert-oriented perspective approach, the study leverages the expertise of 11 knowledgeable contributors from the fields of service and information systems to foresee the implications of ChatGPT in services. The article comprehensively examines the current body of literature and practices in ChatGPT and services and proposes a forward-thinking research agenda for service scholars and practitioners.FindingsThe contributors recognize that ChatGPT has the potential to transform service offerings significantly, enrich customer experiences, optimize service costs, and contribute to societal advantages through improved digital services. However, they also acknowledge the disruption ChatGPT may cause to traditional service practices, including the potential loss of human touch in services, challenges to privacy and security, and the potential negative outcomes affecting service consumers and employees in terms of inequality, biases, and misuse of ChatGPT.Originality/valueThis article introduces a groundbreaking investigation into the use of ChatGPT in services management. The originality is demonstrated by examining the potential and obstacles to applying ChatGPT in different service domains. In addition, this research serves as a guiding light for subsequent studies by suggesting an in-depth research agenda, including understanding the design and optimization of ChatGPT in the customer service journey, the role of ChatGPT in assisting service organizations to promote responsible services, and implications of ChatGPT on service stakeholders.

Socio-medical assessment: an inventory of the Medical Service of the Federal Employment Agency

The Medical Service of the Federal Employment Agency is responsible for socio-medical assessments of clients whose ability to work in the labor market is in question. Data about the Medical Service, its structure, and its performance were previously only available within the Federal Employment Agency. In October 2023, data from the Medical Service containing information on the employee structure, clients, and orders were extracted from three data systems, processed, and analyzed. The number of full-time equivalents (FTEs) in the Medical Service decreased significantly from 2016 (n = 859.1 FTEs) to 2021 (n = 799.0 FTEs). This holds true for the professional groups of physicians, specialist assistants, medical assistants, and externally contracted physicians. The number of female employee FTEs rose significantly during this period from 85.6% (2016) to 87.0% (2021). The part-time ratio also increased significantly from 41.4% (2016) to 50.6% (2021). The number of assignments to the Medical Service was stable in 2017-2019 at around 630,000 but showed areduction in 2020 (n = 518,538) and 2021 (n = 545,289); in particular, the number of assessments with client contact decreased significantly from 2019 (n = 166,980) to 2020 (n = 52,484). Most of the assignments came from the field of job placement (n = 349,346). The size of the Medical Service was in line with the total number of orders, which can certainly be seen as COVID-19-related in 2020 and 2021 and is likely due to the overall shortage of skilled personnel. The proportion of women and part-time employees increased significantly, with anationwide part-time trend emerging not only among women. In order to enable all clients who may be unable to perform in the labor market to receive aquick assessment, it is necessary that the number of employees in the Medical Service does not decrease in the future.

Employee-customer identification and service quality in the hospitality industry

PurposeThis research seeks to better understand the impact of employee-customer identification on critical job outcomes such as customer orientation and commitment to service quality.Design/methodology/approachA sample of 316 hotel/motel employees was used for the study. Structural equation modeling was used to analyze the data.FindingsResults show a positive relationship between ethical values person-organization fit and employee-customer identification indicating that when customer-contact service employees’ ethical values align with those of the organization, they identify with customers more closely. Results also suggest that when employees identify with customers they are likely to be more customer-oriented and committed to providing service quality.Originality/valueWe learn how the relationship between employee and organization impacts employee-customer identification. Furthermore, we better comprehend the impact of employee-customer identification on critical outcomes in the hospitality industry such as customer orientation and commitment to service quality.

Intrinsic satisfaction and turnover intentions: the moderating roles of collegial and managerial values congruence

PurposeThis paper investigates the moderating role of values congruence, an element of person–organisation (P–O) fit, on the relationship between intrinsic work satisfaction and anticipated employee turnover. The model uses data from employees of the Australian Public Service (APS).Design/methodology/approachThe study draws upon data from the APS’s annual Employee Census for 2018. We first use principal component analysis (PCA) to derive measures of collegial values congruence, managerial values congruence, intrinsic satisfaction and extrinsic satisfaction. The study then uses ordinary least squares (OLS) regression analysis to examine the main effects of intrinsic and extrinsic satisfaction, collegial and managerial values congruence as well as their interaction effects on anticipated future employee tenure.FindingsOur results show the significant linear effects of intrinsic satisfaction, extrinsic satisfaction and managerial values congruence on anticipated tenure. Collegial values congruence, however, did not show a significant linear effect. Interaction effects were then tested, and both collegial and managerial values congruence were shown to moderate the relationship between intrinsic satisfaction and anticipated tenure. Higher levels of both forms of values congruence buffered the negative impact of lower intrinsic satisfaction on turnover intention.Research limitations/implicationsThe study is limited by its reliance on cross-sectional self-reported data within a specific and atypical organisational context (the Australian Public Service, or APS). Additionally, the cross-sectional nature of the data limits the establishment of causal inferences. Future research could explore longitudinal data and examine other potential moderators of the turnover intention.Practical implicationsUnderstanding the moderating role of values congruence, and in particular P–O fit, can develop organisational strategies that aim to reduce turnover by emphasizing the alignment between employee values and organisational, collegial and supervisor culture and values.Originality/valueThis study contributes to the relevant literature by showing the importance of values congruence in partially offsetting the negative effects of low intrinsic satisfaction on anticipated turnover. This is particularly relevant in the public sector context. The examination of both collegial and managerial values congruence provides a more nuanced understanding of the mechanisms that drive turnover intention.

Dampak Pelatihan Pengembangan, Motivasi Kerja, dan Perilaku Organisasi Terhadap Prestasi Kerja Pada Dinas Lingkungan Hidup Surakarta

Study This aim for know influence training and development, motivation work, and behavior organization to performance Work Environmental Service employes Long live the city of Surakarta. Study This use method study quantitative. Population in study is Environmental Service employees Live the working city of Surakarta more of 1 (one) year and amount sample in study This as many as 60 respondents use technique purposive sampling. Variables used​ in study This is training and development, motivation work, behavior organization, and achievement Work employee. Data used in research in the form of primary data. Method data collection used is questionnaire. Research result This pointed out that training and development influential positive and significant to performance Work employees, motivation Work influential positive and significant to performance Work employees, behavior organization influential positive and significant to performance Work employees, as well training and development, motivation work, and behavior organization in a way simultaneous (together) influence to performance Work employee.

Peningkatan Pelayanan bagi Pegawai Glamping Kema Merbabu melalui Pelatihan Penampilan Diri

Improving Services for Glamping Kema Merbabu employees through Personal Appearance Training This community service is the result of collaboration with Glamping Kema Merbabu, Boyolali Regency as a participant. Glamping is a type of accommodation that is currently popular among tourists because it presents a camping-themed accommodation concept but the facilities offered are complete, similar to conventional hotels in general. The majority of employees who work at Kema Merbabu come from the local community, so the main focus of the activity is understanding the importance of personal appearance from the tips of the signs to the toenails, maintaining voice intonation and body movements, to how to deal with complaints from guests. Identify the main problems related to the lack of training and character development of Kema Merbabu. To overcome this, this training implements a solution in the form of a personal grooming program which includes training in interpersonal skills, work ethics and manners. This method involves direct lectures, personal guidance, social interaction and role play so that it is hoped that in the future it can have a positive impact on the personal and professionalism of all Kema Merbabu employees, as well as improving the image and quality of Kema Merbabu Glamping services.

Interpersonal Communication Between PT. Employment Services Distributors and Prospective Migrant Workers During Recruitment (Case Study of Ms. YH as a Representative of Illegal Services Distributors and Ms. EE as a Former Migrant Worker)

Recruitment carried out by PT labor service providers is still carried out today in Sumbawa Regency. The main problem in this research is how service distributors succeed in convincing prospective migrant workers to work as household assistants abroad. The theory used in this research is interpersonal communication theory by Joseph A Devito in 1989. The research method used in this research is a qualitative method and data collection techniques using observation of the situation and environmental conditions where the informants live and interviewing research informants directly and the objectives of This research is to determine the interpersonal communication used by PT labor service providers to prospective migrant workers during recruitment. And the results of this research show that there is an attitude of openness carried out by PT service providers towards prospective migrant workers. Empathy is in the form of actions carried out by PT service providers to prospective migrant workers. Support in the form of assistance and materials provided by PT service providers to prospective migrant workers. A positive feeling in the form of respect and listening is given by PT service providers when interacting with prospective migrant workers, and finally there is no equality in communication between PT service distributors and prospective migrant workers.

Empowering leadership, psychological capital and knowledge management: Basis for employee service innovation behaviors’ framework

Empowering leadership, psychological capital and knowledge management: Basis for employee service innovation behaviors’ framework

Efficiency evaluation of intellectual capital for value creation: a case study of the semiconductor industry in Taiwan

PurposeThis study constructs an efficiency evaluation framework for assessing the human, structural and relational capital in the semiconductor industry of Taiwan. Furthermore, we analyze whether there are significant differences in efficiency across different levels concerning the industry supply chain (upstream, midstream and downstream), employee service tenure, capital scale and company establishment years.Design/methodology/approachThis study focuses on Taiwanese semiconductor companies, utilizing data sourced from the Taiwan Economic Journal (TEJ) Database for the period spanning 2017 to 2021, encompassing a total of five years. Due to the nondisclosure of intangible asset values by all companies, an effort was made to ensure a comparable baseline by excluding companies with incomplete or missing data. Finally, empirical analysis was conducted on a sample of 64 companies using the dynamic network data envelopment analysis method.Findings(1) Overall efficiency demonstrates structural capital as the most prominent, followed by relational capital, while human capital shows relatively poorer efficiency. (2) To enhance the efficiency of intellectual capital, priority should be given to improving the efficiency of outputs related to intellectual property rights such as patents. (3) The midstream segment exhibits the best efficiency in both structural and relational capital. (4) Companies with longer employee service tenures exhibit superior efficiency in human capital in the long run. (5) Companies with extended establishment years and larger capital scales demonstrate superior efficiency in both human and structural capital.Originality/valueReflecting on past literature, scholars have primarily focused on the relationship between intellectual capital and firm efficiency, often emphasizing the overall efficiency of intellectual capital. However, within organizations, human capital, structural capital, and relational capital are interrelated. This study, for the first time, assesses the efficiency of these three components within an organization. The research addresses the challenges in analyzing the efficiency of intellectual capital and introduces a highly contemporary approach – dynamic network data envelopment analysis (DNDEA). Using the semiconductor industry in Taiwan as a case study, this paper conducts empirical analysis in a captivating and worthy industry. Therefore, the ideas presented in this paper are original.

Unleashing employee potential: The effects of customer-empowering behaviors on job crafting in hospitality industries

Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy in service delivery serves as a mediator between CEBs and job crafting. Third, the unit’s climate of concern for customers not only moderates the association between CEBs and employees’ self-efficacy in service delivery, but also shapes how these behaviors indirectly affect job crafting. This research contributes to the existing literature on empowerment in service encounters and offers significant practical value to service enterprises.

A Survey of Student Employment and Geospatial Services in Academic Libraries

A Survey of Student Employment and Geospatial Services in Academic Libraries

STRATEGIES FOR EFFECTIVE POLICY IMPLEMENTATION IN NIGERIA: A CASE OF FEDERAL CHARACTER PRINCIPLE

The implementation of policies by the government appears to be ineffective in using the Federal Character Principle (FCP) as a case study. The FCP, which was enacted to guarantee the distribution of employment in Nigeria’s public service, appears to not be achieving its goal as the disparity in the distribution of employment remains inherent in the civil service. Disparity perfectly describes the distribution of employment in the Nigerian civil service, regardless of the enactment of the FCP. Subsequently, this paper endeavours to investigate techniques that would guarantee the viable implementation of the FCP in Nigeria’s civil service. The paper sourced its data from secondary sources and relevant documents. The paper revealed that strategies that can ensure the FCP can be effectively implemented include the application of a Tribunal, the inclusion of civil society in the implementation of the enabling laws and ensuring that officers of the commission are not appointed based on party affiliation. The paper recommends that sanctions should be used for defaulters of the policy.

Work-related injuries and illnesses among kitchen workers at two major students’ hostels

BackgroundKitchen workers face a disproportionately high risk of injuries and illnesses. Yet, despite the ubiquity of kitchen-related injuries, there has been a relative lack of comprehensive research on this topic, particularly in developing countries. Ain Shams University, as a prestigious educational institution with its diverse kitchen staff, provides an ideal setting for studying the challenges faced in professional kitchens. This study aims to measure the prevalence of work-related injuries and illnesses among kitchen workers of two major students’ hostels at Ain Shams University in Cairo and to explore their risk factors.MethodsA cross-sectional analytical study involving kitchen staff from two hostels that house students at the university was carried out in 2021. The study involved all kitchen staff in the dorms for students (n = 128). Data was collected using a structured interview questionnaire.ResultsThe findings showed a significant prevalence of work-related illnesses (81.3%) and injuries (77.3%) among restaurant employees. Age, education, and job type all had a statistically significant relationship with the frequency of work-related injuries over the previous year. Additionally, there was a statistically significant relationship between age, job type, and the frequency of diseases among kitchen workers (p ≤ 0.05).ConclusionCooks and other food service employees are more susceptible to occupational diseases and injuries in the workplace. Restaurants and the university hostel authorities should implement preventative measures and policies to lower the risk of harm among these employees by offering occupational health and safety services such as training and education programs, personal protective equipment, and regular health examinations.

Team-level HR practices and team engagement: mediating role of team-level psychological capital

PurposeAlthough the importance of high-performance work practices to foster individual-level outcomes is well documented, how team-level perception of HPWPs impacts team-level outcomes is not well researched, particularly in the hospitality sector. To fill this research gap, the role of team-level perception of HPWPs in fostering team engagement through team psychological capital is investigated.Design/methodology/approachA survey was conducted using a structured questionnaire.FindingsThe study findings suggest that in the presence of HPWPs, front-line service employees have high psychological resources and are more engaged in performing their organizational tasks.Originality/valueThe hotel management should benefit from high-performance work practices to enhance employees' attachment with their service organizations for exhibiting work engagement.

Authentic leadership – a source of tacit knowledge sharing and career competence in service sector

PurposeThis study aimed to examine the correlation between authentic leadership and career competence, exploring the mediating roles of tacit knowledge sharing and employee service innovative behavior.Design/methodology/approachData were collected using convenience sampling and a time-lagged design from the Pakistani banking sector. The time-lagged design was employed to gather data at two different points in time. SPSS statistical software was used for descriptive analysis, and hypotheses were tested using Mplus.FindingsThe results demonstrate that authentic leadership has a significant positive impact on tacit knowledge sharing. This knowledge sharing, in turn, positively impacts employee service innovative behavior, which subsequently enhances career competence. Furthermore, tacit knowledge sharing mediates the relationship between authentic leadership and employee service innovative behavior.Social implicationsThis study has social implications for organizations aiming to align their inclusive goals with societal needs. The findings can help foster a culture of knowledge sharing, thereby contributing to societal innovation.Originality/valueThis study provides valuable insights into how authentic leadership contributes to career competence, thus enriching the existing literature on this topic.