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 Study on the Relationship between Transformational Leadership and Creativity and Innovation from an Organisational Perspective: A Conceptual Model

This study aims to understand a conceptual model on the relationship between transformational leadership and creativity and innovation among Malaysian telecommunication mobile operators. The problem addressed in this study is the rapid technological changes that need telecommunication service providers, similar to other industries such as education, to be innovative from an organizational standpoint to adapt and achieve competitive advantage. A transformational leadership style is seen as the catalyst for creativity and innovation, which are influenced by strategy, structure, behaviour, and support mechanisms within an organisation. Although leadership has been routinely covered in reviews of creativity and innovation, it is usually covered briefly and noted as an area for future research, especially in technology-dependent industries such as telecommunication and education. These two variables are seen as essential to any organisation that wishes to sustain its competitive advantage in today’s world of accelerated globalisation. The main objectives of the model are to determine the relationship of transformational leadership (covering intellectual stimulation, individual consideration, idealised influence, and inspirational motivation) with creativity and innovation (organisational factors). This paper attempts to offer significant theoretical and practical contributions and can be adapted in the education industry which is going through a massive digital paradigm shift with online learning. (Abstract by authors

Enhancing Motivation among Online Distance Learning Students during the Covid-19 Pandemic in Malaysia

The study was undertaken to assess the essential peer influence and tutor performance as key drivers in students’ motivation with the role of self-efficacy as a mediator in online distance learning higher education institutions in Malaysia during the Covid-19 pandemic. For data collection, the previously developed scales of peer influence, tutor performance, self-efficacy, and motivation in the context of online distance learning higher education institutions in Malaysia were distributed among the students in online distance learning higher education institutions. In total, 231 completed surveys were collected from the respondents and 12 outliers were detected through data screening using the Mahalanobis distance technique in SPSS, which left 219 clean data samples ready for analysis. The results from data analysis have shown that peer influence has no significant direct relationship with motivation but has significant indirect relationship with motivation, with self-efficacy as a mediator. Tutor performance has a significant direct relationship with motivation and also a significant indirect relationship with motivation, with selfefficacy as a mediator. Moreover, the implications of the findings were discussed, and future directions were recommended

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

Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction

The purpose of this study is to explore the mediating role of customer satisfaction between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector. Based on the literature, six service quality dimensions were used to develop theoretical understanding about customer satisfaction and loyalty. This study proposes and tests a framework via structural equation modeling (Amos-16). The results of the analysis indicated that four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) positively influence customer satisfaction which further influences customer loyalty. In other words, customer satisfaction mediates the relationship between four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) and customer loyalty. Only two service quality dimensions (assurance and empathy) were not significantly related with customer satisfaction and loyalty. The findings further suggest that fairness have strongest effect on customer satisfaction and loyalty. The result of the study will help the managers and professionals to better understand how customer perceive service quality dimension and how these service quality dimensions are important for customers as well as for the organization. The study tested the impact of service quality dimensions on customer satisfaction and customer loyalty and found that tangibility, responsiveness, reliability, and fairness positively influence customer satisfaction. Therefore, the result of the study will help managers and professionals about how to deal with the customers to maximize the organizational profit. The result of the study suggested that fairness have strong influence on customer satisfactions and managers should pay attention on the fairness to improve service quality and maximize the customer satisfaction. As per our best knowledge, the suggested model and Islamic insurance sector have never been investigated before. (Abstract by authors

Effect Of Transformational Leadership And Creativity And Innovation On Organizational Performance: A Conceptual Model

This study aims to understand the effect of transformational leadership and creativity and innovation on organizational performance of the Malaysia Telecommunication Mobile Operators. The targeted population of this study will be the executives working in the four major mobile operators with more than 5 years of working experience in the industry. The problem to be addressed in this study will be the rapid technological changes that needs telecommunication service providers to be adapt and address the performance gap to achieve competitive advantage. Transformational leadership style of the CEO is seen as the catalyst towards building a creative and innovative work force to drive organizational performance. The main objectives if this study is to determine the relationships that constitute transformational leadership (covering intellectual stimulation, individual consideration, idealized influence and inspirational motivation) creativity and innovation (organizational factor of structure, strategy, support mechanism and behavior) and organizational performance. The study attempts to offer significant theoretical and practical contribution

A Systematic Review on Human Capital: A View From Human Resource Development

With rising globalisation and the overcrowding of the employment market because of recent crises in numerous economies throughout the world, human capital is receiving more attention. Both developed and developing countries place a greater emphasis on human capital development to accelerate economic growth by dedicating the required time and effort. As a result, one of the most important means of accessing the global stage is to build human capital. Firms must devote the required resources to building human capital, which has a significant influence on performance. From several critical viewpoints, this research investigates the extent to which human capital has direct implications on corporate performance. This survey also intends to review 42 human capital related papers. Additionally, this paper provides a comprehensive study concerning the chronological review based on each publication, while also focusing on and reviewing the topic knowledge utilizing a systematic literature review. Finally, this paper develops a model that explains the relationship between human capital and firm performance. Keywords: HRM practices, organization performance, human resource capital, human capital investment, employee engagemen

Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes

Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction, particularly in the context of Open and Distance Learning. Moreover, the antecedents and outcomes of service recovery satisfaction are frequently given less emphasis by Open and Distance Learning institutions in their efforts to gain advantages in the current higher education business environment. Service organisations such as Open and Distance Learning institutions are often focused on delivering services with the approach of getting it right the first time. Service failure is inevitable and when service delivery fails at some point, the whole process will be disrupted and the students will be dissatisfied and disappointed. This is where service recovery satisfaction through justice dimensions plays its role. This study explores the relationship between justice dimensions (Distributive, Procedural, Interpersonal and Informational Justice) and Service Recovery Satisfaction, in addition to examining the moderating effects of University Image. In order to regain lost customer support, service providers must overcome the negative impact of poorly performed service. Previous studies have attempted to identify the impact of service recovery satisfaction by analysing the variation in post-recovery customer outcomes. The present study explores four customer outcomes: Repurchase Intention, Word of Mouth, Trust and Loyalty within the Malaysian ODL context. (Abstract by authors

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