1,498 research outputs found
Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources
International audienceThis study focuses on the underlying mechanism that leads to coârecovery behaviour and favourable coâcreated value as response to a service failure. It argues that consumersâ ability to integrate their operant resources (e.g., knowledge and skills) to coârecover from a service failure motivates them to express higher value coârecovery inârole behaviour and hence enjoy higher hedonic and utilitarian values. To test this claim, our study investigates the impact of consumersâ ability to coârecover on value coârecovery inârole behaviour by taking into account extrinsic and intrinsic motivation as mediators. The results reveal that extrinsic motivation only partially mediates the relationship between ability to coârecover and value coârecovery inârole behaviour. Furthermore, the outcomes demonstrate that value coârecovery inârole behaviour increases utilitarian value but decreases hedonic valu
Nose to Tail: Using the Whole Employment Relationship to Link Worker Participation to Operational Performance
Although many employers continue to adopt various forms of worker participation or employee involvement, expected positive gains often fail to materialize. One explanation for the weak or altogether missing performance effects is that researchers rely on frameworks that focus almost exclusively on contingencies related to the workers themselves or to the set of tasks subject to participatory processes. This study is premised on the notion that a broader examination of the employment relationship within which a worker participation program is embedded reveals a wider array of factors impinging upon its success. I integrate labor relations theory into existing insights from the strategic human resource management literature to advance an alternative framework that additionally accounts for structures and processes above the workplace level â namely, the (potentially implicit) contract linking employees to the organization and the business strategies enacted by the latter. The resulting propositions suggest that the performance-enhancing impact of worker participation hinges on the presence of participatory or participation-supporting structures at all three levels of the employment relationship. I conclude with implications for participation research
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Building employee relationships through corporate social responsibility: the moderating role of social cynicism and reward for application
We explore the role of deeply held beliefs, known as social axioms, in the context of employeeâorganization relationships. Specifically, we examine how the beliefs identified as social cynicism and reward for application moderate the relationship between employeesâ work-related experiences, perceptions of CSR, attitudes, and behavioral intentions toward their firm. Utilizing a sample of 130 retail employees, we find that CSR affects more positively employees low on social cynicism and reduces distrust more so than with cynical employees. Employees exhibiting strong reward for application are less positively affected by CSR, whereas their experiences of other work-related factors are more likely to reduce distrust. Our findings suggest the need for a differentiated view of CSR in the context of employee studies and offer suggestions for future research and management practice
The Current State of Performance Appraisal Research and Practice: Concerns, Directions, and Implications
On the surface, it is not readily apparent how some performance appraisal research issues inform performance appraisal practice. Because performance appraisal is an applied topic, it is useful to periodically consider the current state of performance research and its relation to performance appraisal practice. This review examines the performance appraisal literature published in both academic and practitioner outlets between 1985 and 1990, briefly discusses the current state of performance appraisal practice, highlights the juxtaposition of research and practice, and suggests directions for further research
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