Search results for "Human Resource Management"
showing 10 items of 838 documents
TQM self-assessment evolves and promotes strategic learning at Ericsson España S.A.
2003
Self-assessment is a comprehensive, systematic, and regular review of an organization's activities and results in reference to a business excellence model. This process allows the organization to clearly discern its strengths and deficiencies, launch improvement plans, and monitor their progress. When organizations repeatedly carry out this cycle of evaluation and action taking, they can achieve genuine and sustained improvement. Many firms have found self-assessment to be an important tool for fostering continuous improvement, one of the fundamental principles of total quality management (TQM). Indeed, self-assessment has been employed by the winners of the most important quality awards—th…
Conflicto familia-trabajo, autoeficacia y cansancio emocional: un análisis de los efectos longitudinales
2015
A partir del modelo revisado Demandas-Recursos Laborales (2008) este artículo pone a prueba dos objetivos: primero, analizar la relación entre el conflicto trabajo-familia y el agotamiento emocional a través del tiempo y, segundo, identificar el papel de la autoeficacia profesional en esta relación. Se trata deun estudio longitudinal con dos recogidas de datos separados por un año en una muestra de militaresespañoles (n = 242). Se ponen a prueba tres modelos sobre la relación longitudinal entre el conflicto trabajo-familia y el cansancio emocional: el modelo causal normal, el modelo causal reverso y el modelo causal recíproco. A su vez, para probar el papel de la eficacia profesional en la …
Self-Efficacy and Resilience: Mediating Mechanisms in the Relationship Between the Transformational Leadership Dimensions and Well-Being
2019
The objective of this article is to test the roles of self-efficacy and resilience as consecutive mediators in the relationship between the four dimensions of transformational leadership and well-being (operationalized as psychosomatic complaints and psychological distress). The sample consists of 225 social services employees in Spain. Data were gathered at two time points with a time-lag of 6 months. We used path analysis to test the hypothesized model and Monte Carlo confidence intervals to check the significance of the indirect effects. Our results showed that only two of the four transformational leadership dimensions have a direct impact on self-efficacy: inspirational motivation and…
Employment contract, job insecurity and employees’ affective well-being: The role of self- and collective efficacy
2018
A large amount of research has focused on job insecurity, but without obtaining consistent results. Some authors have pointed that this variability might be due to the operationalization of job insecurity. Different types of job insecurity can provoke different employee reactions. The aim of this study is to analyse the effect of job insecurity, understood as temporary employment (objective job insecurity) and personal perception (subjective job insecurity), on affective well-being. In addition, the moderator roles of job self-efficacy and collective efficacy are examined in the relationship between job insecurity and employees’ affective well-being. This study was carried out with 1435 emp…
Career-related self-efficacy, its antecedents and relationship to subjective career success in a cross-lagged panel study
2018
In a cross-lagged study using two-wave data of N = 581 employees from Germany, we explored the role of career-related self-efficacy beliefs as a main cause of subjective career success – reflected ...
Relationships among customer orientation, service orientation and job satisfaction in financial services
2005
PurposeThe present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approachAfter the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.FindingsBoth reliability and factori…
Changing the strategy formation process in a service cooperative
2010
PurposeThe purpose of this paper is to concern the strategic changes a firm needs to incorporate in order to deliver a complex service such as providing assistance to the socially disadvantaged. The paper seeks to analyze the development of such a process considering the ability of managers to exploit resources and foster new opportunities for the firm.Design/methodology/approachThe qualitative methodology applied is that of a case study. The organization analyzed was a service cooperative. A semi‐structured questionnaire was used to gather the information along with documents and additional information thereafter, thus facilitating the triangulation process.FindingsNon‐profit service organ…
Unit-level fairness and quality within the health care industry: A justice–quality model
2014
We test a justice–quality model in which peer justice and justice climate are related to the service quality provided by the work unit. Based on the effort–reward imbalance model, we propose that units perceiving fair treatment provide better delivery of the core service (functional service quality) and better relational service beyond the core service (relational service quality). We also test whether the cross-level relationship of high service quality delivered by work units translates into high customer ratings of the service quality they receive. Furthermore, we propose that high service quality increases the work unit’s influence on their customers’ quality of life (QoL). We test thes…
On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads
2011
This study examines psychological resources for service employees and their customers, which enhance the service experiences of both parties during service conversations. We investigate whether customer behaviour (customer-initiated support) positively impacts on employees' affect. We also examine the crossover of employees' affect on customers' affect. State positive affect (PA) was assessed in 82 employees of car dealerships and 421 customers on 2 occasions (before and after the conversation). Multi-level analyses showed the hypothesized positive impact of customer behaviour on employees' PA and in turn of employees' PA on customers' PA. Results are integrated in an overall process model …
Engaged teams deliver better service performance in innovation climates
2016
Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall sati…