A Multi Level Examination Of Factors Predicting Employee Engagement And Its Impact On Customer Outcomes In The Restaurant Industry
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A Multi Level Examination Of Factors Predicting Employee Engagement And Its Impact On Customer Outcomes In The Restaurant Industry
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Author : Jichul Jang
language : en
Publisher:
Release Date : 2013
A Multi Level Examination Of Factors Predicting Employee Engagement And Its Impact On Customer Outcomes In The Restaurant Industry written by Jichul Jang and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
Abstract: With increasingly fierce competition in the hospitality industry, employee engagement is becoming a topic of considerable interest among researchers and practitioners. The primary reason for this growing interest in employee engagement is that engaged employees are now considered one of the key factors that contribute to building a competitive advantage for organizations. However, the challenge of engaging employees is mounting. For instance, Crabtree (2005) showed that nearly 15% of U.S. employees were disengaged in their work, costing employers $300 billion a year in lost productivity. Therefore, understanding the drivers that may foster increased levels of employee engagement is crucial to service organizations if they are to sustain a competitive advantage and reduce costs related to employee disengagement. To date, however, empirical research examining the role of employee engagement as an effective strategy in the hospitality industry has been limited. In order to fill this research gap, this study developed and tested a conceptual model examining the antecedents and consequences of employee engagement in the restaurant setting. More specifically, the study identified the employee perception of servant leadership, personal-organization (P-O) value congruence and employee self-efficacy as the antecedents of employee engagement. In particular, this study used employee self-efficacy as a potential mediator in the relationship between the employee perception of servant leadership and employee engagement. This study also examined the impact of employee engagement on service-oriented organizational citizenship behaviors (OCBs) as the consequence of employee engagement. Furthermore, this study explored the relationship between store-level service-oriented OCBs and store-level customer outcomes such as customer satisfaction and customer loyalty. In order to test the hypothesized model, data were drawn from 245 non-managerial employees and 1,374 customers in nine restaurants in the United States. The results indicated that both the employee perception of servant leadership and P-O value congruence were positively related to employee engagement. This study further found that employee self-efficacy partially mediated the relationship between the employee perception of servant leadership and employee engagement. The results also demonstrated that employee engagement was positively related to service-oriented OCBs at the individual level. Store-level service oriented OCBs were positively associated with store-level customer outcomes such as customer satisfaction and customer loyalty.
Work Engagement
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Author : Arnold B. Bakker
language : en
Publisher: Psychology Press
Release Date : 2010-04-05
Work Engagement written by Arnold B. Bakker and has been published by Psychology Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-05 with Business & Economics categories.
This book provides the most thorough view available on this new and intriguing dimension of workplace psychology, which is the basis of fulfilling, productive work. The book begins by defining work engagement, which has been described as ‘an opposite to burnout,’ following its development into a more complex concept with far reaching implications for work-life. The chapters discuss the sources of work engagement, emphasizing the importance of leadership, organizational structures, and human resource management as factors that may operate to either enhance or inhibit employee’s experience of work. The book considers the implications of work engagement for both the individual employee and the organization as a whole. To address readers’ practical questions, the book provides in-depth coverage of interventions that can enhance employees’ work engagement and improve management techniques. Based upon the most up-to-date research by the foremost experts in the world, this volume brings together the best knowledge available on work engagement, and will be of great use to academic researchers, upper level students of work and organizational psychology as well as management consultants.
Examining The Importance Of Employee Engagement In Low Contact Service Models
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Author : Heather Morgan
language : en
Publisher:
Release Date : 2017
Examining The Importance Of Employee Engagement In Low Contact Service Models written by Heather Morgan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with categories.
A significant body of academic work has amassed supporting the importance of employee engagement in the workplace and its ability to influence business outcomes. However, much of this research has been concentrated in high-contact occupations in which the relationship between the employee and the customer is prolonged and involved (e.g., financial consulting, nursing, etc.). The current study utilized movie theatre environments to determine if the ability of employee engagement to influence service delivery and business outcomes persists in low-contact service environments. This research found that even in settings characterized by brief and perfunctory employee-customer interactions, employee engagement at the business unit level significantly influenced service delivery as measured by the resulting overall guest satisfaction. Furthermore, this relationship was fully mediated by guest satisfaction with friendliness of employees, speed of service and cleanliness of the environment which previous research has found to be the primary drivers of overall guest satisfaction within this environment. Partial support was found for the ability of employee engagement to significantly predict reductions in employee turnover as well as reductions in operational inefficiency and negligence. No support was found linking employee engagement to the productivity/profitability of the business unit. Given these research findings which provide additional support for the importance of having an engaged workforce, we examined how employee satisfaction with various aspects of the company and occupational environment correlate to the employee's level of engagement. We further segment these correlations by demographic groups to better understand the relationships and more effectively target future initiatives geared toward the improvement of employee engagement.
Managing People For Service Advantage
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Managing People For Service Advantage written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Business & Economics categories.
Preface -- Introduction -- Service employees are extremely important -- Frontline work is difficult and stressful -- Cycles of failure, mediocrity and success -- Human resource management : how to get it right -- Service culture, climate and leadership -- Conclusion -- Summary -- Endnotes
An Investigation Of Employee Engagement And Business Outcomes At An Engineering Services Firm
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Author : Preetinder Singh Gill
language : en
Publisher:
Release Date : 2012
An Investigation Of Employee Engagement And Business Outcomes At An Engineering Services Firm written by Preetinder Singh Gill and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business categories.
This research study investigated the constructs and dimensions of employee engagement and their relationship with business outcome data from 2009 to 2011 at a mid-sized engineering services firm and two of its business units. Employee engagement ratios, as defined by Crabtree (2004), for all entities studied were below that associated with world-class organizations. Survey items related to salary and compensation received low scores from both engaged and disengaged employees. Kruskal-Wallis's median comparison tests revealed that many survey items varied over the period of three years for each entity studied. A factor analysis of companywide survey data yielded 5 dimensions of employee engagement, which was consistent with existing literature of Cummings and Worley (2008), Richman (2006), Shaw (2005), and Robinson et al. (2004). Structural equation modeling revealed that the dimension of communication has a causal relationship with the dimension of management effectiveness, which, in turn, has causal relationships with dimensions of 1) salary and compensation, 2) opportunity for development and recognition, and 3) alignment with the organization. A single variable linear regression analysis between average ratings of every survey item and every selected business outcome showed that a significant relationship existed between several pairs of variables for each entity studied. However, many of these pairs were found to be inversely proportional. This finding, subject to limitations and assumptions of this study, is inconsistent with the findings of Harter et al. (2009) and Buckingham and Coffman (1999). The study uncovered many areas of improvement and elucidated several solutions aimed at enhancing employee engagement at the engineering services firm. New possible relationships between employee engagement and business outcomes are also presented. These possible relationships in turn serve as an impetus for future research. Additional research work is needed to understand intrinsic and extrinsic factors that influence and promote employee engagement at services firms. Structural equation modeling procedures could be used to develop a better understanding of how these factors influence employee engagement and business outcomes.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Iiss
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Author : Mong Shen Ng
language : en
Publisher:
Release Date : 2020-02-27
Iiss written by Mong Shen Ng and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-02-27 with categories.
The 21st century is redefined by a data-driven revolution & gig economy. But, to date, employee engagement has not been based on a data-driven model. This makes it difficult to justify investment in employee engagement programs with the rigor that a data-driven CEO expects. IISS is the 1st & only book that incorporates Employee Experience & Engagement with Predictive Analytics. It offers a fresh way to cultivate engagement using "4 Engagement Bags" & "5 Engagement Fertilizers".: Bag 1) Inspire with Engagement Investment: Learn how to inspire Engagement Investment with Predictive Analytics, Stories & Data Visualisation Techniques. Bag 2) Inspire with Engagement Fertilizers: Making employees happy, doesn't mean they will work hard for the organization. Learn how to use the 5 "Engagement Fertilizers" to build great employee experience & engagement: Fertilizer 1: Basic Needs - Soil, Rain, Sun Fertilizer 2: Social Needs - Birds Fertilizer 3: Growth Needs - Nutrients Fertilizer 4: Meaning - Healthy Tree Fertilizer 5: Expectations - Fruits! Bag 3) Sentiment Gathering: Learn how to use Organisation-wide surveys, Pulse Surveys, Focus Groups, Glassdoor Reviews, IISS Engagement Diagnosis Questions. Bag 4) Sentiment Diagnosis & Prescription: Learn how to use Engagement Metrics & Dashboards, Bar Charts, Radar Charts, Word Clouds, Sentiment Analysis, Correlation, Regression & IISS Engagement Prescriptions.
Management Techniques For Employee Engagement In Contemporary Organizations
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Author : Sharma, Naman
language : en
Publisher: IGI Global
Release Date : 2019-02-15
Management Techniques For Employee Engagement In Contemporary Organizations written by Sharma, Naman and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02-15 with Business & Economics categories.
Engaged employees are assets to every company because they are not only more productive but are also open to new ideas and technologies that often lead to significant business outcomes. Businesses need to establish credible antecedents to employee engagement based on their own culture and needs to develop a pool of highly engaged employees. Management Techniques for Employee Engagement in Contemporary Organizations provides theoretical frameworks and the latest empirical research findings on management strategies for the promotion, adoption, and implementation of work engagement policies. The content within this publication examines gamification, employee engagement, and management techniques and is designed for academicians, managers, business professionals, human resources officers, policymakers, and researchers.
Workplace Ostracism
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Author : Cong Liu
language : en
Publisher: Springer Nature
Release Date : 2021-01-04
Workplace Ostracism written by Cong Liu and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-01-04 with Business & Economics categories.
Workplace mistreatment is a burgeoning topic of interest, with the majority of workers having experienced it in some form. This book explores workplace ostracism and its negative effects on employee and organizational outcomes, such as employee attitudes, behaviors, and well-being. This edited volume defines workplace ostracism and examines how to differentiate ostracism from other type of workplace mistreatment, such as workplace incivility and interpersonal conflict. Among the questions it seeks to answer are: 1) what are the individual, relational, and contextual factors that influence employees’ workplace ostracism experiences; and 2) what constitutes ostracism in stigmatized populations, such as international students, immigrant workers, and older workers. Researchers in organizational behavior, I/O psychology, and the sociology of work will find this book to be a valuable resource.
Employee Engagement
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Author : Steven Paul Laake
language : en
Publisher:
Release Date : 2016
Employee Engagement written by Steven Paul Laake and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
Highly engaged employees invest more of themselves and are willing to expend more of their discretionary effort to help their employer succeed. Unfortunately for employers, fewer than one of every five workers are considered to be actively engaged in their work and a Gallup survey estimated that deficiencies associated with low levels of employee engagement cost employers more than $300 billion per year in lost productivity. Employee engagement has lacked a consensus definition in the scholarly literature, but research on the concept has evolved considerably since William Kahn introduced engagement in the workplace in the 1900’s. Organizations have also placed a greater importance on facilitating engaging work environments as a means to attract and retain talent, which is shown to influence desirable business outcomes. This study sought to expand on relevant employee engagement literature and research that suggested there may be factors beyond typical workplace conditions that influence overall employee engagement. This study measured four factors of employee engagement: Workplace Conditions, Trait Engagement, Psychological State Engagement, and Behavioral Engagement. Employees at Concept Services, LTD, a business development and lead generation organization were invited to complete a survey instrument. Respondents were asked to identify their level of agreement with a series of statements related to the four factors of employee engagement. The purpose of this study was to describe and better understand how components of employee engagement relate to individual performance and ultimately organizational performance. Overall, respondents in this study skewed towards agreement in most cases, which suggested that Concept Services, LTD employees’ basic needs were being met and employees felt a sense of dedication to the organization. Organizations can utilize information gathered from the results of this study to impact recruitment processes, work environments, training programs, and professional development opportunities. Valuing employee engagement from a variety of dimensions can lead to more successfully recruiting and retaining talent, thus leading to more desirable business outcomes and a competitive advantage that is difficult to imitate.