Readings in interpersonal and organizational communication

x, 496 p.; 21 cm

A new perspective on equity theory: The equity sensitivity construct

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Equity sensitivity and outcome importance

One recent approach that holds promise for building a conceptual framework for a psychological individual difference variable in equity theory is Equity Sensitivity (Huseman, Hatfield and Miles, 1987). Huseman et al. identify three types of individuals — Benevolents, Equity Sensitives, Entitleds. As originally defined, these three groups vary in their desire for outcomes (e.g. pay) in a relationship. The purpose of this study is to test whether the three groups — Benevolents, Equity Sensitives, and Entitleds — vary in the importance they place on categories of outcomes. Hypotheses are tested regarding importance placed on extrinsic tangible, extrinsic intangible, and intrinsic work outcomes. The sample include 2617 employees from the banking and public utility industries. Results show that the three groups vary in the importance they place on extrinsic tangible and intrinsic outcomes, but not on the importance placed on extrinsic intangible outcomes. Copyright © 1994 John Wiley & Sons, Ltd

Measuring internal market orientation

Internal marketing has been discussed in the management and academic literature for over three decades, yet it remains ill defined and poorly operationalized. This paper responds to calls for research to develop a single clear understanding of the construct, for the development of a suitable instrument to measure it, and for empirical evidence of its impact. Existing, divergent conceptualization of internal marketing are explored, and a new, multidimensional construct, describing the managerial behaviors associated with internal marketing is developed, and termed internal market orientation (IMO). IMO represents the adaptation of market orientation to the context of employer-employee exchanges in the internal market. The paper describes the development of a valid and reliable measure of IMO in a retail services context. Five dimensions of IMO are identified and confirmed. These are 1) formal written information generation, 2) formal face-to-face information generation, 3) informal information generation, 4) communication and dissemination of information, and 5) responding to this internal market information. The impact of IMO on important organizational factors is also explored. Results indicate positive consequences for customer satisfaction, relative competitive position, staff attitudes, staff retention and staff compliance

Elements of a talent strategy for effective relationship building: A study among bank sales and service managers

This study considers equity sensitivity, emotional labor and organizational commitment as three important variables that play a critical role among sales and service providers at a bank and the effect these variables ultimately have on corporate performance. Using an equity theory perspective, research hypotheses linking the various constructs are formulated. Data are collected from sales and service managers at a community bank and partial aggregation followed by structural equation modeling is used to test the hypotheses. Results are reported, implications to a bank\u2019s talent strategy are drawn, limitations are noted and directions for future research are indicated