Service Employees Research Articles

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.

CUSTOMER SATISFACTION TOWARDS SELF-SERVICE TECHNOLOGY: A SYSTEMATIC LITERATURE REVIEW

This study explores customer satisfaction with self-service technology and identifies the important factors that motivates the customers to adopt these technologies. SST means a variety of automated services that allow customers to complete tasks independently without service employees interaction. The growing prevalence of SST in various service sectors such as: retail, airports, hospitality and banking emphasize the importance to understand customer perceptions and the factors that influence technology acceptance. For the success of self-service technologies customer satisfaction is key variable for the marketers which further depends on customer experience in technological environment. The factors such as: ease of use, speed, trust has ability to meet customer expectations consistently emerge as critical to enhancing satisfaction. In this present research a systematic literature review was carried out from 2015-2022 by using database search. We hope that this literature review provides more insights about the importance of customers satisfaction for the success of new technologies in developing nations like India. Keywords: Customer satisfaction, Self-service technology, Ease of use, Speed, Trust

Unconditional Endowment and Acceptance of Taxes: A Lab-in-the-Field Experiment on UBI with Unemployed

Abstract A universal basic income (UBI) would be a guaranteed income floor for both the employed and the unemployed, from which economic theory predicts a gain in bargaining power and a disincentive to work. For high earners, the increase in taxes necessary to fund this program would decrease their motivation to earn. To assess these aspects, we conducted a lab-in-the-field experiment at a State Employment Service office in Spain. The unemployed participants received either an initial unconditional endowment, framed under the logic of the solidarity condition of UBI (UBI treatment) – to examine the taxes’ effect – or as a participation fee (FEE) or no initial endowment (NONUBI). Subsequently, they faced one default randomized task from a set of four paid real-effort tasks. To study bargaining power, they could change the task up to three times and/or skip all tasks and conclude the experiment. In the FEE treatment, they yielded the highest earnings. While we did not find a statistically significant difference in earnings between the FEE and the NON-UBI treatments, the UBI differed from the NON-UBI and FEE. A likely reason could be a crowding-out of motivation by the pressure to reciprocate without believing in other participants’ deservingness of the UBI. In addition, the results reveal that females change tasks more frequently than males.

Access to treatment before and after Medicare coverage of opioid treatment programs

Abstract Since January 2020, Medicare has covered opioid use disorder (OUD) treatment services at opioid treatment programs (OTPs), the only outpatient settings allowed to dispense methadone for treating OUD. This study examined policy-associated changes in Medicare acceptance and the availability of four OUD treatment services (ongoing buprenorphine, HIV/AIDS education, employment services, and comprehensive mental health assessment), by for-profit status, and county-level changes in Medicare-accepting-OTPs access, by sociodemographic characteristics (racial composition, poverty rate, and rurality). Using data from the 2019-2022 National Directory of Drug and Alcohol Abuse Treatment Facilities, we found Medicare acceptance increased from 21.31% in 2018 to 80.76% in 2021. The availability of the four treatment services increased, but no increases were significantly associated with Medicare coverage. While county-level OTP access significantly improved, counties with higher rates of non-White residents experienced an additional average increase of 0.86 Medicare-accepting-OTPs (95% CI, 0.05–1.67) compared to those without higher rates of non-White populations. Overall, Medicare coverage was associated with improved OTP access, not ancillary services.

Evaluating digital marketing as a tool for moonlighting among public servants in Nigeria

The Nigerian economic situation has affected the people’s job preferences badly, and this situation necessitated their engagement in the moonlighting practice. Despite efforts by the government to alleviate poverty, which is ravaging the people, it is becoming alarming that individuals who are earning decent income have embraced moonlighting. The study examined the effect of small and medium enterprises moonlighting on the service delivery of employees in Kwara State public service. A survey research design was used, while the target population is 844, from which a sample size of 271 was obtained through the Taro Yamane (1967) formula. A multistage sampling technique was adopted, and a primary source was used to collect data with the aid of a well-structured questionnaire measured on a five-point Likert scale that consists of five items. Data were analyzed using the generalized linear model (GLM) and the business predictive model (BPM). On the basis of the individual statistical significance of the variables as indicated by the p-values in the model, all dimensions of SMEs passed their test of significance at 5% levels with respect to the task accomplishment (p<0.05) and service delivery (p<0.05) of employees involved in SMEs moonlighting. Thus, efficiency is greatly lost for moonlighters engaged in small and medium enterprises. About 44.8% reduction in task accomplishment (?=0.448, t0.05>1.96). The study concluded that moonlighters who engaged in SMEs activities impacted significant improvements in employee efficiency.

MOTIVATION OF CROATIAN HEALTH WORKERS TO GO ABROAD

Introduction: Prior to Croatia's accession to the European Union, nurses could be employed in Germany under an agreement between the German Federal Agency and the Croatian Employment Service. Following Croatia's accession to the European Union in 2015, thelabor market has become more accessible and open. Objective: Explore the motivation of Croatian health workers to go abroad.Subjects and methods: A cross-sectional study was conducted. The study was conducted using a survey consisting of 29 questions and involving a total of 102 respondents, and three interviews were conducted for research purposes. Results: The participants attend retraining to ensure a better future for their children abroad (38.1 %), to find a good, steady and better paid job (23.5 %) and to obtain a dignified pension (63.7 %). As the main reason for emigration, respondents cite corruption and injustice (65.7 %), non-arrangement of the state (59.8 %), while seeing the biggest problem in leaving the family (20.6 %). At the end of 2019 Croatia was abandoned by 1,438 nurses, mainly due to poor working conditions and dissatisfaction with the material conditions of work in Croatia. This trend included other health professionals. Conclusion: The main factor for the emigration of health professionals is the political organization of the state, which is manifested by corruption and injustice, clientelism, political affiliation, and replaces man's knowledge, ability, skill, value and dignity. Keywords: motivation, departure, health professionals, abroad