Knowledge Workers Job Performance: An Examination of Career Values, Perceived Organizational Support and Career Satisfaction

Knowledge workers help organizations improve productivity and gain competitive advantage in the market. Since organizations have realized the importance of knowledge workers in organizational development, management has been focusing on the knowledge workers’ job performance, which ultimately improves the organizational performance. The purpose of this study is to investigate the mediating effects of the knowledge workers’ career satisfaction Business and Management Horizons ISSN 2326-0297 2017, Vol. 5, No. 2 14 among career values, perceived organizational support and job performance. In this regard, data was collected from 284 knowledge workers working in Saudi Arabian organizations and it was analyzed using regression and Sobel test. The result of the analysis explain that career satisfaction play a key role in knowledge workers’ job performance, and work as mediator between career values, perceived organizational support and the knowledge workers’ job performance. The findings of this study will be helpful for top management and HR professionals to manage the knowledge workers’ job performance. Furthermore, the mediating role of career satisfaction contribute to the body of knowledge and offer future researchers opportunities to investigate other factors, which influence career satisfaction of knowledge workers. This study also discussed some limitations which could be an avenue for future research. Research on Saudi Arabian knowledge workers has never been done before. Therefore, this study explores the effects of career values, perceived organizational support and career satisfaction on Saudi Arabian knowledge workers’ job performance. (Abstract by authors

A structural equation modeling of perceived justice in Malaysian telecommunication sector

Perceived justice is one of important factor in previous studies of service recovery that influences satisfaction of service recovery.It can be assessed in two method namely uni or multi-dimensional.The objective of this research is to examine perceived justice measurement as uni or multi-dimensional towards mobile phone users in the telecommunications industry.Data analysis technique used was Structural Equation Model (SEM).The multi-dimensional nature of justice and satisfaction was verified based on confirmatory factor analysis.The measurement model of the hypothesized model confirmed the non multicollinearity results among the variables. The findings show that the perceived justice measurement fits the data better in terms of multi-dimensional. The limitations of this studied noted and further research suggestions are also included

Factors Affecting Service Recovery Performance of Insurance Agents With Employment Status as Moderator: A Study of Northern Peninsular Malaysia

Life insurance industry in Malaysia is facing stiff competitions due to growing consumerism, changing consumer choices and expectations. Service recovery is a very important factor in the life insurance firm towards maintaining the client and one of the main competitive advantages for business survival and adding value for the future of the organization. The purpose of this study was to investigated the factors influencing service recovery performance of customer service employees in life insurances industry setting from three main factors namely organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). The study also examined employment status (part time and full time) as moderators for the relationship between organizational, human resource management, personal factors and service recovery performance of customer service employees. Data gathered by self administered questionnaires from 350 life insurance customer service employees in northern region of Peninsular Malaysia by using convenience sampling technique 14 hypotheses were tested using multiple and hierarchical regression and eight hypotheses were accepted. The findings indicate that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion are the factors influencing service recovery performance of customer service employees while rewards found not influencing service recovery performance of customer service employees The findings also showed that employment status have moderating effect for the relationship between customer service orientation, rewards and service recovery performance of customer service employees and no moderating effect for the relationship between training, empowerment, affective organizational commitment, role stressors and emotional exhaustion and service recovery performance of customer service employees. This research had enhanced and widens the understanding of variables that affect on part time and full time customer service employees' service recovery performanc

Human resource management factors and service recovery performance in Malaysian life insurance industry

Purpose – The purpose of this paper is to investigate the human resource factors (rewards, training teamwork and empowerment) that affect service recovery performance (SRP) of customer service employees in life insurances companies.Life insurances industries in Malaysia are facing stiff competitions due to growing consumerism, changing consumer choices and expectations. SRP is very important aspect in the insurances firms toward retaining the customer and one of the key competitive advantages for sustainability and adding value to the organization in the future. Design/methodology/approach – The data obtained from 350 customer service employees based on convenience sampling were analyzed using regression and hierarchical analysis. Findings – There are two factors, namely, empowerment and training, affecting the SRP. The employment status moderated the relationship between reward and SRP.The limitations of this study have been noted and further research suggestions are also included that are very important for SRP. Originality/value – This study has added knowledge regarding the factors that affect SRP, in general, and precisely in life insurance industries in Malaysian context

Factors affecting service recovery performance and customer service employees

Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign.Design/methodology/approach Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions.Findings The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign.Practical implications The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations.Originality/value Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention. [ABSTRACT FROM AUTHOR

Factors affecting service recovery performance and customer service employees

Purpose Service recovery is very important to the insurance industry; it helps to maintain clients, it is a crucial competitive advantage for business survival and it adds value for the organization’s continued future. The purpose of this paper is to investigate the factors influencing service recovery performance (SRP) of customer service employees in the life insurance industry from three dimensions; organizational (customer service orientation and top management commitment), human resource management (rewards, training, teamwork and empowerment) and personal (affective organizational commitment, role ambiguity, role conflict and emotional exhaustion). This study also investigated job satisfaction and the intent to resign.Design/methodology/approach Data were gathered through self-administered questionnaires from 350 customer service staff employed by life insurance companies in the Northern region of Peninsular Malaysia by using a convenience sampling technique. Data were analyzed using multiple regressions.Findings The findings indicated that customer service orientation, training, empowerment, affective organizational commitment, role stressors and emotional exhaustion influenced staff’s SRP. The findings also showed that SRP influenced job satisfaction and intention to resign.Practical implications The research advances understanding of the influence of organizational, personal and human resource management factors on SRP and result constructs, namely, turnover intentions and job satisfaction. The researchers in Malaysia can use this model for future research in a service sector fields such as banking, retailing and hospitality to replicate and compare this finding. For practitioners especially the managers in insurance services providers can take actions and formulate proper strategies for customer service employees to deliver high level of performance in order to satisfied customer and continue stay in the organizations.Originality/value Very little attention has been given to examine the impact of human resource, personal and organizational factors on SRP and the influence of SRP on result constructs, namely, job satisfaction and intention to resign in the life insurances area. Furthermore applying equity theory especially in the SRP area was not given fully attention. [ABSTRACT FROM AUTHOR