An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.     

Fluctuating emotions: relating emotional variability and job satisfaction

This study focuses on the relation between emotional variability and job satisfaction and examines emotional exhaustion as a potential explanation for why variability may result in lower satisfaction. In addition, this study examines organizational identification as a potential moderator of the relation between emotional exhaustion and job satisfaction. A total of 244 nonacademic staff in two universities in Ecuador responded to the surveys. The results demonstrated that emotional exhaustion mediated the relation between emotional variability and job satisfaction and that organizational identification weakened the negative relation between emotional exhaustion and job satisfaction. This research is among the first to investigate emotional variability in organizations and examine the role of organizational identification in buffering the negative effect of emotional variability.     

A META-ANALTTIC REVIEW OF ATTITUDINAL AND DISPOSITIONAL PREDICTORS OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR

A quantitative review of 55 studies supports the conclusion that job attitudes are robust predictors of organizational citizenship behavior (OCB). The relationship between job satisfaction and OCB is stronger than that between satisfaction and in-role performance, at least among nonmanagerial and nonprofessional groups. Other attitudinal measures (perceived fairness, organizational commitment, leader supportiveness) correlate with OCB at roughly the same level as satisfaction. Dispositional measures do not correlate nearly as well with OCB (with the exception of conscientiousness). The most notable moderator of these correlations appears to be the use of self- versus other-rating of OCB; self-ratings are associated with higher correlations, suggesting spurious inflation due to common method variance, and much greater variance in correlation. Differences in subject groups and work settings do not account for much variance in the relationships. Implications are noted for theory, practice, and strategies for future research on OCB.     

AN EMPIRICAL TEST OF CAUSAL INFERENCE BETWEEN ROLE PERCEPTIONS, SATISFACTION WITH WORK, PERFORMANCE AND ORGANIZATIONAL LEVEL

Previous research has suggested that organizational level may explain to a significant extent the differential impact of role perceptions (i.e., role ambiguity and role conflict) on employee satisfaction and performance. Causal inferences could not be drawn from these studies because of the predominant use of static correlational methods. In this study, in a hospital setting, a six-month time-lag between data collection periods was used to develop causal inferences. The results supported the hypothesis that role ambiguity was a source of causal inference with satisfaction with work at the higher organizational level, while role conflict was a source of causal inference with satisfaction with work at the lower organizational level. The source and direction of causal influence with respect to role perceptions and performance was supported only at the higher organizational level.     

Mobility Strategies and Career Outcomes: A Longitudinal Study of MBAs

This research examines the impact of work- and non-work-related mobility on salary, promotions, job satisfaction, and organizational commitment among 671 male and female managers over a 7-year period. Results indicated that those with frequent lateral moves had significant gain in salary increases compared to those who did not move. In addition, frequent lateral moves had a negative impact on work-related attitudes, specifically overall job satisfaction and organizational commitment. Implications of these findings for career strategies and future research are discussed.     

The (un)reasonableness of reporting: antecedents and consequences of reporting sexual harassment

This study places the reporting of sexual harassment within an integrated model of the sexual harassment process. Two structural models were developed and tested in a sample (N = 6,417) of male and female military personnel. The 1st model identifies determinants and effects of reporting; reporting did not improve--and at times worsened--job, psychological, and health outcomes. The authors argue that organizational responses to reports (i.e., organizational remedies, organizational minimization, and retaliation) as well as procedural satisfaction can account for these negative effects. The 2nd model examines these mediating mechanisms; results suggest that these mediators, and not reporting itself, are the source of the negative effects of reporting. Organizational and legal implications of these findings are discussed.     

Links Between Stress, Positive and Negative Affect, and Life Satisfaction Among Teachers in Special Education Schools

This study focused on links between stress, positive and negative affect, and life satisfaction among teachers in special education schools. Teaching is a highly stressful profession, characterized by high rate of stress, burnout, and dropout. The study investigated: (a) whether teachers can maintain their positive affect and life satisfaction despite the stress they experience, and (b) the resources that may elicit positive affect and life satisfaction, including self-control as a personal skill and perceived organizational support (by peers, therapeutic staff, and manager) as an environmental resource. Participants were 125 teachers from 12 different special education schools. As expected, a positive link emerged between high stress levels and negative affect. Both self-control and organizational social support contributed to the explanation of positive affect and life satisfaction. Organizational support was found to moderate the link between stress and negative affect as well as the link between stress and positive affect and life satisfaction among teachers. The outcomes contributed both to the theoretical explanation about the role of resources in eliciting subjective well-being, happiness, and life satisfaction and also to the way teachers can be helped in daily coping with their difficulties.     

Revisiting the mediating role of leader–member exchange in transformational leadership: the differential impact model

Transformational leadership (TFL) has been proposed as an essential antecedent of leader–member exchange (LMX), which in turn affects outcomes in organizations. We extend this mediation hypothesis in two ways by proposing a differential impact model, which we test on three organizational outcomes: employee job satisfaction, employee organizational commitment, and leader effectiveness. First, we extend LMX’s mediational impact—which has previously only been tested for employee outcomes—to leader effectiveness. Second, we argue that this mediation will be stronger for outcomes that are more proximal rather than distal to dyadic relations between leader and followers (high proximity: job satisfaction; medium proximity: organizational commitment; low proximity: leader effectiveness). Meta-analytic structural equation modelling based on 132 studies revealed that LMX mediates TFL’s relationships with employee outcomes (more strongly for job satisfaction than for commitment), but not with leader effectiveness, whereas TFL showed a stronger direct link to leader effectiveness. The findings suggest that TLF and LMX contribute differentially to organizational outcomes depending on their proximity to dyadic relations between leaders and followers. The differential impact model uncovers leadership effectiveness processes, integrates influential leadership theories, and highlights the importance of distinguishing between different outcome measures and the processes facilitating them.     

企业员工组织支持感与工作满意度、离职意向的关系研究

通过对611名企业员工的调查,探讨组织支持感与工作满意度、离职意向之间的关系。结果表明：组织支持感与工作满意度存在显著的正相关;组织支持感与换岗意向、换职意向存在显著的负相关．但仅对换职意向具有负向预测作用;工作满意度与换岗意向、换职意向存在显著的负相关,并对二者都具有负向预测作用。     

Organizational identification as a trigger for personal well-being: Associations with happiness and stress through job outcomes

Recent literature highlights that well-being, happiness, as well as personal stress, has become important for guiding public policy in areas that might involve suboptimal behaviour. Positive life outcomes can extend from one field of life (family, work, sport, children, hobbies, etc.) to another, multiplying success, performance, and health. In the present study, we aimed to verify whether the positive relation between organizational identification and employees' experiences then extends also into a positive association with more general well-being that is unrelated to the work context. For this purpose, we considered two proxies of organizational well-being: job satisfaction (on the positive side) and turnover intention (on the negative side) as well as the distal associations with happiness. The study involved 305 workers who completed a questionnaire made up of five scales: organization identification, job satisfaction, turnover intention, happiness, and personal stress. We found that organizational identification is positively related to employees' job satisfaction and negatively related to their intention to leave. Afterwards, job satisfaction and turnover intention were related to personal stress and happiness, suggesting a positive effect of organizational identification above and beyond the work context.     

Cross‐level,three‐way interactions among work‐group climate,gender, and frequency of harassment on morale and withdrawal outcomes of sexual harassment

We examined the effects of gender and work‐groups' perceptions of climate for sexual harassment on the relationship between individuals' sexual harassment experiences and job‐related outcomes (namely, job satisfaction, affective organizational commitment, work withdrawal, and job withdrawal). Drawing from a variety of theories, we proposed that a beneficial climate would buffer men from negative outcomes, but would intensify negative outcomes for women. Significant three‐way interactions were found for job satisfaction, affective organizational commitment, and job withdrawal. Results indicated that beneficial work‐group climate perceptions buffered men from decrements in job satisfaction and work withdrawal, but intensified decrements in all three outcomes for women. Implications for research and practice are discussed.     

Differential challenge stressor-hindrance stressor relationships with job attitudes, turnover intentions, turnover, and withdrawal behavior: a meta-analysis

In this article, a 2-dimensional work stressor framework is used to explain inconsistencies in past research with respect to stressor relationships with retention-related criteria. Results of meta-analyses of 183 independent samples indicated that whereas hindrance stressors had dysfunctional relationships with these criteria (negative relationships with job satisfaction and organizational commitment and positive relationships with turnover intentions, turnover, and withdrawal behavior), relationships with challenge stressors were generally the opposite (positive relationships with job satisfaction and organizational commitment and negative relationships with turnover intentions and turnover). Results also suggested that the differential relationships between challenge stressors and hindrance stressors and the more distal criteria (withdrawal behavior and turnover) were due, in part, to the mediating effects of job attitudes.     

Clergy Role Stress and Satisfaction: Role Ambiguity Isn’t Always Bad

This study examined relationships between role conflict and role ambiguity and clergy satisfaction with their church appointment. Questionnaire data obtained from 293 United Methodist clergy suggested that role conflict and role ambiguity each have a negative relationship with appointment satisfaction. However, when considered together, they displayed a more complex relationship with appointment satisfaction. Contrary to conventional wisdom, results indicated that although these stressors operate together to influence appointment satisfaction, their combined effect is not simply cumulative. That is, when role conflict is low, clergy report the most satisfaction when role ambiguity is high. However, when role conflict and role ambiguity are both high, appointment satisfaction is low. These findings are interpreted in light of clergy influence strategies. And, recommendations for remedying clergy role stress are offered. Furthermore, it is suggested that interactive models of role stressors could lead to more in-depth understanding of organizational stress as well as advances in role stress theory.     

AN EMPIRICAL INVESTIGATION OF THE PREDICTORS OF EXECUTIVE CAREER SUCCESS

This study examined the degree to which demographic, human capital, motivational, organizational, and industrylregion variables predicted executive career success. Career success was assumed to comprise objective (pay, ascendancy) and subjective (job satisfaction, career satisfaction) elements. Results obtained from a sample of 1,388 U.S. executives suggested that demographic, human capital, motivational, and organizational variables explained significant variance in objective career success and in career satisfaction. Particularly interesting were findings that educational level, quality, prestige, and degree type all predicted financial success. In contrast, only the motivational and organizational variables explained significant amounts of variance in job satisfaction. These findings suggest that the variables that lead to objective career success often are quite different from those that lead to subjectively defined success.     

职业生涯高原对员工工作满意度、组织承诺、离职意愿的影响

职业生涯高原是指个体在当前组织中职业生涯发展的停滞。在控制人口统计学变量以及同一方法偏差的基础上,研究发现职业生涯高原的不同维度对不同组织效果变量有不同影响。（1）层级高原对员工工作满意度和组织承诺并没有显著负向影响,但会增加员工离职的可能性。不过,层级高原对员工离职意愿的影响受到工龄的调节;（2）内容高原对员工的工作满意度、组织承诺均具有显著负向影响,并增加员工离开组织的可能性;（3）中心化高原对员工的工作满意度、组织承诺均具负向影响,但对员工离职意愿却没有显著影响     

Télétravail en temps de crise,engagement organisationnel affectif et satisfaction de vie professionnelle : le rôle de l’ajustement au télétravail et de la satisfaction vis-à-vis de l’équilibre entre domaines de vie

IntroductionThe COVID-19 health crisis considerably accelerated the use of telework.ObjectiveThe present study focuses on the impact of telework frequency on workers’ work-life satisfaction and affective organizational commitment. This study also evaluates the mediating role of satisfaction with work-family balance in these two relationships. Finally, it investigates the moderator role of telework adjustment (i.e., adaptation to changes resulting from the transition to a virtual environment) in the relationship between telework frequency and work-family balance satisfaction, as well as the drivers of this adjustment.MethodIn all, 377 teleworkers replied to an online questionnaire measuring the above-mentioned variables.ResultsThe increase in telework frequency is directly associated with a decrease in workers’ work-life satisfaction and affective organizational commitment, due to the degradation of their work-family balance satisfaction. Yet, once workers have made significant adjustments to telework, direct and indirect negative impacts of telework frequency are reduced. Finally, telework adjustment is largely predicted by whether telework resulted from choice or obligation, by the telework environment at home, and by the organizational support provided to workers.ConclusionTheoretical and practical implications of these results will be discussed, with potential avenues to best support the deployment of remote work.     

授权的测量及其与员工工作态度的关系

首先，对Spreitzer的授权量表在中国文化背景下的适用性进行了检验，3家企业395份调查问卷的探索性因素分析和内部一致性分析表明，授权量表具有较好的效度和信度；20家企业942份调查问卷的验证性因素分析和内部一致性分析进一步验证了授权量表的效度和信度，这表明Spreitzer的授权四维模型在中国得到了验证，其编制的授权量表在中国具有较强的适用性。然后，利用20家企业942份调查问卷的结果，采用结构方程模型技术对授权与员工满意度、组织承诺、离职意向与工作倦怠等员工工作态度变量之间的关系进行了交叉验证分析，结果表明，工作意义对员工满意度与组织承诺有正向的影响，对离职意向与工作倦怠有负向的影响；自主性对员工满意度与组织承诺有正向的影响；自我效能对组织承诺有正向的影响     

The Association of Daily Hassles and Uplifts with Family and Life Satisfaction: Does Cultural Orientation make a Difference?

The study examined similarities and differences between people having individualist and collectivist cultural orientations in terms of what they perceive as stressful and uplifting experiences in their daily lives, and the relation between daily experiences and family and life satisfaction. Data were collected from two representative community samples (697 Jews and 303 Arabs). Each sample was grouped into individualist and collectivist cultural orientations. The two cultural orientation groups differed with respect to the appraisal of positive and negative daily experiences. A structural equation modeling (SEM) multi-group analysis indicated a similar factor structure for hassles and uplifts in both groups. However, the two groups differed in the effects of positive and negative daily occurrences on family and life satisfaction.     

ORGANIZATIONAL DEVELOPMENT INTERVENTIONS: A META-ANALYSIS OF THEIR EFFECTS ON SATISFACTION AND OTHER ATTITUDES

This meta-analysis examined the effects from 126 studies that employed organizational development (OD) interventions to modify satisfaction and/or other attitudes. Raju and Burkes's (1983) Taylor series approximation 1 (TSA 1) validity generalization procedure was used to conduct the meta-analysis. Multi-faceted interventions have been more effective in modifying satisfaction and attitudes than were OD interventions that used a single human-processes or technostructural technique. For specific interventions, team building and lab training were the most effective means of changing satisfaction and other attitudes. Also, OD seems to affect attitudes more than satisfaction. Caution is encouraged in generalizing these findings, given (1) the non-random selection of techniques, (2) the frequent moderating effects of both the participant's organizational level and the methodological rigor of the studies, and (3) this study's frequent failure to account for a substantial amount of the variability of the effect sizes.     

DIMENSIONS AND CORRELATES OF THE PERSONNEL AUDIT AS AN ORGANIZATIONAL ASSESSMENT TOOL

This study analyzes the measurement properties of the personnel audit as an organizational assessment tool and the extent to which audit results relate to important organizational criteria. The findings reported here indicate that nine dimensions can effectively summarize 37 audit measures. The composite factor scores for these dimensions predict executive perceptions of "overall organizational performance" and "overall contribution of Personnel Function," employee "overall satisfaction with personnel services," and to a lesser extent, "profitability per capita." The personnel budget allotted per capita is in turn related to executive perceptions of Personnel's contributions.