Customer perceptions of e-service quality in online shopping

Venu (2002). “What Drives Customer Loyalty: An Analysis from the Telecommunications Industry,” Journal of Targeting, Measurement & Analysis for Marketing, 11(1), September, 34-45. Aldhizer, George R; Turner, Leslie D and Shank, Matthew D (2002). “Determinants of Consulting Service Quality for Accounting and Non-accounting Service Providers,” Journal of Information Systems, 16(1), Spring, 6175. Allen, Sandy and Chandrashekar, Ashok (2000). “Outsourcing Services: The Contract is Just the Beginning,” Business Horizons, 43(2), March-April, 25-34. Allred, Anthony T and Addams, Lon H (2000). “Service Quality at Banks and Credit Unions: What Do Their Customers Say?” International Journal of Bank Marketing, 18(4), 200-208. Anantharaman, C R N (2002). “The Relationship between Management’s Perception of Total Quality Service and Customer Perceptions of Service Quality,” Total Quality Management, 13(1), January, 69-89. Arnau, Randolph C; Thompson, Russell L and Cook, Colleen (2001). “Do Different Response Formats Change the Latent Structure of Responses: An Empirical Investigation Using Taxometric Analysis,” Educational and Psychological Measurement, 61(1), February, 23-45. Bailey, Lynn (2003). “The Costs of Poor Quality Health Care,” Business & Economic Review, 49(2), JanuaryMarch, 24-25. Baines, Paul R ; Worcester, Robert M; Jarrett, David and Mortimore, Roger (2003). “Market Segmentation and Product Differentiation in Political Campaigns: A Technical Feature Perspective,” Journal of Marketing Management, 19(1/2), February, 225-250. Bahia, Kamilia and Nantel, Jacques (2000). “Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks,” International Journal of Bank Marketing, 18(2/3), 84-92. Bandyopadhyay, Amit Kumar (2000). “Age Study of References Used in Some Doctoral Dissertations of Science, Engineering, Social Science and Humanities,” International Information Communication and Education, 19(1), March, 7-18. Betts, Mitch (2001). “Brands Still Matter, Even for Shopbots,” MIT Sloan Management Review, 42(2), Winter, 9-12.

Service Quality I

People Management and Performance

Although numerous researchers in the literature have tried to show that low levels of supervisory support contributing to job burnout and turnover, the moderating effects of supervisor support and subjective vitality on this interaction still keep unclarified. This paper examines the effect of burnout on turnover intention of 295 employees, who are employed in Turkish health sector. It is also aimed whether supervisor support and subjective vitality have moderating effects on job burnout-turnover intention relationship. The findings show that the two dimensions of burnout namely emotional exhaustion and depersonalization positively affects turnover intention. Moreover, the moderating effects of supervisor support and subjective vitality on the relationship between burnout (emotional exhaustion and depersonalization) and turnover intention are statistically significant. Specifically, the levels of subjective vitality and supervisor support increases, the burnoutturnover intention relationship gradually strengthens. Managerial applications and further research directions are provided.

https://ijol.cikd.ca/article_60233_09f63e331dd36eb918499563337d55e0.pdf

How Burnout Affects Turnover Intention? The Conditional Effects of Subjective Vitality and Supervisor Support

Purpose: Employee-organization relationship has been one of the main interesting and debatable constructs in discussion of organizational behavior. This study attempts to propose possible antecedents through which not only this relationship could be enhanced but also provide insights for factors to bring voluntary activities among employees to carry out extra duties for organizational wellbeing. Based on the notion of Social Exchange theory (SET), the paper attempts to highlight the organizational and individuals factors that could act as key mechanisms for leading towards organizational citizenship behavior. Therefore, based on the existing literature, the association among variables has been established along with which a conceptual model is proposed and conclusions stating the possible future directions for testing of the model are presented.

/pdf/organization-citizenship-behavior-notion-of-social-exchange-2xet8vpdl5.pdf

Organization Citizenship Behavior: Notion of Social Exchange Theory

Employee-organization relationship has become a topic of prime concern for many firms across world, particularly in developing nations. However, little is known about its predictors in banking industry. Moreover, there is scarcity of literature regarding the underlying mediating mechanisms. Thus, purpose of this study is to investigate the mediating role of perceived organizational support on relationship between perceived supervisor support and workplace deviance within a non-western context. After preliminary pilot testing, via convenience sampling technique, survey questionnaires were distributed among 800 front-line employees working in the top banks of Pakistan, and 614 completely filled instruments were received back. SEM results verify that perceived organizational support partially mediates the impact of supervisor support and workplace deviance, implying that employees perceive more support when their organizations offer commensurate rewards, opportunities for growth and participation in decision making. This study is imperative for policy making in order to overcome counter-productive behaviors among front-line employees in both public and private banks of Pakistan. However, outcomes of this research are limited to the Pakistani context.

https://www.econstor.eu/bitstream/10419/188232/1/pjcss271.pdf

How perceived supervisor support effects workplace deviance? Mediating role of perceived organizational support

This study examined the influence of service quality on customer loyalty, and aimed to determine if this relationship was mediated by customer satisfaction. Data were gathered from customers of eight banks in Pakistan through an adapted self-administered questionnaire. Respondents were selected using convenience sampling. The distributed questionnaire was based on a modified SERVQUAL model.479 complete survey responses were returned out of a total of 700 distributed. The completed questionnaires were examined through descriptive statistics, regression analysis, and PROCESS technique (Hayes2013). Results revealed a significant effect of service quality on customer loyalty. Customer satisfaction was found to have a significant mediating effect on the relationship between service quality and customer loyalty. The outcomes of our study could be useful for policy-making in bank management, and future banking expansion. There is additional generalized benefit to having insight into customers’ thinking regarding the banking sector.

/pdf/relationship-between-service-quality-customer-loyalty-and-4zwqpp8ix6.pdf

Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

Management and organizational studies consider career success and organizational performance as imperative constructs. However, there has been dearth of literature with respect to its practice in healthcare field. Purpose of current study is to determine impact of career success on organizational performance of public health care hospitals, and to investigate possible dimensions of included variables. Preliminary snooping incorporated focused group and semi-structured interviews of medical practitioners who are currently working in the public hospitals in Lahore. In addition a questionnaire was distributed through convenience sampling technique. Out of total 300 distributed questionnaires, 200 were received back. EFA reveals four dimensions of career success and three dimensions of organizational performance. SEM results prove that career success of medical practitioners is important for improving performance of public hospitals in Lahore, Pakistan. This research is helpful for policy making and strategic development in health care field. However, the findings are limited to the local setting of Pakistan.

https://www.econstor.eu/bitstream/10419/188221/1/pjcss260.pdf

Impact of career success on organizational performance: A study of health care sector

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How perceived supervisor support effects workplace deviance? Mediating role of perceived organizational support

Relationship between Service Quality, Customer Loyalty and Customer Satisfaction

Impact of career success on organizational performance: A study of health care sector