Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

Research into the influence of service quality on customer loyalty has typically focused on confirming isolated direct causal influences regarding particular dimensions of quality, usually undertaken in the context of positive, firm-customer relations. The present study extends analysis of these factors through a new lens. First, the study was undertaken in a market context following a crisis that has had far-reaching consequences for customers’ relational behaviors. We explore the case of the Spanish banking industry, a sector that accurately reflects these new relational conditions, including a rising demand for more socially responsible banking. Second, we propose a holistic model that combines the effects of four key factors associated with service quality (outcome, personnel, servicescape and social qualities). We also apply an innovative predictive methodological technique using partial least squares (PLS) and qualitative comparative analysis (QCA) that enables us not only to determine the direct causal effects among variables, but also to consider different scenarios in which to predict customer loyalty. The results highlight the role of outcome and social qualities. The novelty of the social qualities factor helps to underscore the importance of social, ethical and sustainable practices to customer loyalty, although personnel and servicescape qualities must also be present to improve the predictive capability of service quality on loyalty

Best Practices in Ethical Leadership (Chapter Seven of The Practice of Leadership)

Excerpt: The arrival of the new millennium brought with it a tsunami of corporate scandals. Just as the publicity from one wave of discredited companies (Enron, World Com, Tyco, Adelphia) subsided, another wave rose to take its place (Health South, Strong Mutual Funds), only to be followed by yet another (Fannie Mae, AIG Insurance). All of these cases of moral failure serve as vivid reminders of the importance of ethical leadership. In every instance, leaders engaged in immoral behavior and encouraged their followers to do the same

Academic Ethics: What has Morality, Culture and Administration got to do with its Measurement?

While there is no dearth of studies on ethical issues, the specific subject of examination misconduct has attracted fewer studies, especially in Africa. This study is an ongoing exploratory attempt to develop a measure of examination misconduct. Self-administered questionnaires were used to collect data from 450 undergraduate business students of the Universities of Botswana and Swaziland. A nine-item measure of examination misconduct was correlated with a measure of perception of business ethics, ethical value assessment and Hofstede's four dimensions of culture. The results indicated significant inter-correlations among the variables (especially the three measures of ethics) and limited construct validity for the examination misconduct scale. The results of factor analysis suggest three factors for the emerging scale: cheating behaviour, intervention and desperation. The ethical inferences of the findings, managerial implications for university administrators and practitioners, study limitations and directions for future research are discussed

Photographic Assessment of Change in Trichotillomania: Psychometric Properties and Variables Influencing Interpretation

Although photographic assessment has been found to be reliable in assessing hair loss in Trichotillomania, the validity of this method is unclear, particularly for gauging progress in treatment. The current study evaluated the psychometric properties of photographic assessment of change in Trichotillomania. Photographs showing hair loss of adults with Trichotillomania were taken before and after participating in a clinical trial for the condition. Undergraduate college students (N = 211) rated treatment response according to the photos, and additional archival data on hair pulling severity and psychosocial health were retrieved from the clinical trial. Photographic assessment of change was found to possess fair reliability (ICC = 0.53), acceptable criterion validity (r = 0.51), good concurrent validity (r = 0.30–0.36), and excellent incremental validity (ΔR2 = 8.67, p \u3c 0.01). In addition, photographic measures were significantly correlated with change in quality of life (r = 0.42), and thus could be considered an index of the social validity of Trichotillomania treatment. Gender of the photo rater and pulling topography affected the criterion validity of photographic assessment (partial η2 = 0.05–0.11). Recommendations for improving photographic assessment and future directions for hair pulling research are discussed

Measuring the Quality of Banking Regulation in Egypt

The free market economy most countries pursue nowadays is never entirely free from government intervention. Policy makers devote special attention to the regulation of financial markets and with the current financial crisis, the quality of the banking regulations need to be reconsidered. This paper aims to provide a tool to measure the quality of banking regulation and supervision. This is usually a difficult task because it is a qualitative analysis and is arbitrary. However, a regulation index has been modelled that is similar to the concept of a cost-benefit analysis. The input index resembles the cost signifying the efforts made by governments and supervisors to measure the intensity of the regulation. The output index resembles the benefit which shows the outcome of the governments’ efforts. Finally, applying this index on Egypt filled a research gap in this area.Banking regulation, Quality index, Egypt

The organisational goals of social entrepreneurs: how social are they?

There is an increasing consensus among academics that the common denominator of ‘social entrepreneurs’ is their adherence to a ‘dominant social mission’. The extent to which social entrepreneurs actually adhere to socially oriented goals and values is largely taken for granted and treated as a black box. Building on established theoretical constructs, this paper develops a number of measures that can potentially contribute to our understanding of how ‘social’ social entrepreneurs really are. More specifically, we empirically test four potential measures of “social proclivity” in a well defined sample of social ventures, performing confirmatory factor analysis (CFA) (N~270). CFA points to high reliability and validity for the measures of each of the four constructs and supports the existence of a higher order construct “social proclivity”. Further, results show that social entrepreneurs display strong social as well as economic motives, providing an empirical base for actually capturing the dual-bottom line that characterises these enterprises

Understanding Kindness – A Moral Duty of Human Resource Leaders

The role of leaders in the modern organization has evolved as scholars and practitioners have recognized that a key element to long-term profitability is the creation of high trust and high commitment work systems that treat employees as valued partners (Kim & Wright, 2011; Block, 2013; Beer, 2009; Caldwell & Floyd, 2014). Effective leaders create aligned organizational cultures with systems, processes, practices, and programs reinforcing the organization’s espoused values in achieving its mission (Schein, 2010). Human resource professionals (HRPs) play a critical leadership role in ensuring that human resource management (HRM) cultural elements are properly integrated, communicated effectively to employees, and followed in a manner that builds trust and increases commitment (Lengnick-Hall, 2009; McEvoy, et al., 2005). The purpose of this paper is to identify the importance of kindness as a moral duty of HRPs in serving their organizations and the employees within them. As HRPs perform their strategic and operational roles in the modern organization, properly understanding the nature of kindness is an important factor in carrying out HRM roles. This paper begins by defining kindness and its specific application to HRPs — equating the definition of kindness as a leadership trait with six elements of kindness and seven kindness-related ethical perspectives. The paper concludes with a summary of its contribution for HRP practitioners and scholars in understanding the nuances of kindness as a morally-and ethically-related HRM leadership virtue

Willingness to Comply with Corporate Law: An Interdisciplinary Teaching Method in Higher Education

Using an innovation training project, an interdisciplinary cross-sectional teaching strategy was developed to enhance students’ willingness to comply with the law. Thirty-five business, finance and accounting teachers examined the effects of ethical education on 484 university students’ willingness to comply with corporate law. Ethical education was based on building students’ ethical decisions on three court judgments in the new Spanish Corporate Governance Code. The ethical training was carried out by developing and applying social justice counter arguments. This perspective allowed students to imagine what decisions other person could have taken if they had managed the company ethically. The results suggest that ethics education in higher education can improve the willingness to comply the law. This methodology can be applied to interdisciplinary departments teaching ethics in business, finance and accounting