全球经管学术

Service with a smile: Emotional contagion in the service encounter

作者：Pugh, SD

作者单位：University of North Carolina; University of North Carolina Charlotte

摘要：This study focuses on the antecedents and consequences of displayed emotion in organizations. I propose that customers catch the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customers' positive affect following service encounters and to their evaluations of service quality. In a replication and extension of prior research, transaction busyness and employee emotional expressiveness are show...

Toward a greater understanding of how dissatisfaction drives employee turnover

作者：Hom, PW; Kinicki, AJ

作者单位：Arizona State University; Arizona State University-Tempe

摘要：This study generalized a leading portrayal of how job dissatisfaction progresses into turnover (Hom & Griffeth, 1991) and more rigorously tested this model using structural equations modeling and survival analysis. We further integrated job avoidance, interrole conflict, and employment conditions into this framework. Using a national survey of retail store personnel, we found that interrole conflict and job avoidance influence turnover indirectly, as the Hom-Griffeth model specifies, and that ...

The influence of demographic heterogeneity on the emergence and consequences of cooperative norms in work teams

作者：Chatman, JA; Flynn, FJ

作者单位：University of California System; University of California Berkeley; Columbia University

摘要：Drawing from social categorization theory, we found that greater demographic heterogeneity led to group norms emphasizing lower cooperation among student teams and officers from ten business units of a financial services firm. This effect faded over time. Perceptions of team norms among those more demographically different from their work group changed more, becoming more cooperative, as a function of contact with other members. Finally, cooperative norms mediated the relationship between grou...

Survival and profitability: The roles of experience and intangible assets in foreign subsidiary performance

作者：Delios, A; Beamish, PW

作者单位：National University of Singapore; Hong Kong University of Science & Technology; Western University (University of Western Ontario); University Western Ontario Hospital

摘要：This study integrates research on the financial performance of multinational firms with research on foreign subsidiary survival. We examined the influences a firm's intangible assets and its experience have on foreign subsidiary survival and profitability using a sample of 3,080 subsidiaries of 641 Japanese firms. The results show survival and profitability have different antecedents. Host country experience has a direct effect on survival but a contingent relationship with profitability. The ...

Going up? Do traits and informal social processes predict advancing in management?

作者：Tharenou, P

作者单位：Monash University

摘要：In this study, I aimed to assess if traits and interpersonal support helped explain advancing in management from entry level to upper management, including gender differences in the links of interpersonal support. After human capital and promotion opportunities, managerial aspirations and masculinity were the strongest predictors of advancing in management. Male hierarchies predicted women's advancing less than men into lower and middle management, and career encouragement predicted women's ad...

Knowledge transfer in intraorganizational networks: Effects of network position and absorptive capacity on business unit innovation and performance

作者：Tsai, WP

作者单位：Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park

摘要：Drawing on a network perspective on organizational learning, I argue that organizational units can produce more innovations and enjoy better performance if they occupy central network positions that provide access to new knowledge developed by other units. This effect, however, depends on units' absorptive capacity, or ability to successfully replicate new knowledge. Data from 24 business units in a petrochemical company and 36 business units in a food-manufacturing company show that the inter...

Organizational actions in response to threats and opportunities

作者：Chattopadhyay, P; Glick, WH; Huber, GP

作者单位：University of Queensland; Arizona State University; Arizona State University-Tempe; University of Texas System; University of Texas Austin

摘要：In this study, we tested a model in which threats and opportunities lead directly to different organizational actions and compared it to a model in which organizational characteristics moderate organizational actions taken in response to threats and opportunities. To better understand these effects, we differentiated the dimensions of threat and opportunity associated with the threat-rigidity hypothesis from the dimensions associated with prospect theory. In this study, threats had the main an...

Can good citizens lead the way in providing quality service? A field quasi experiment

作者：Hui, C; Lam, SSK; Schaubroeck, J

作者单位：Chinese University of Hong Kong; University of Hong Kong; Drexel University

摘要：In a field quasi experiment, customers were most satisfied with the service quality of the branch of a multinational bank where good organizational citizens had been trained as service quality leaders, and branch employees exhibited the highest conformance to the quality scheme of the bank. In a branch where service quality leaders were randomly selected for training, customer satisfaction and conformance improved more than they did in a branch where no service quality leaders were trained.

The impact of employee communication and perceived external prestige on organizational identification

作者：Smidts, A; Pruyn, ATH; van Riel, CBM

作者单位：Erasmus University Rotterdam - Excl Erasmus MC; Erasmus University Rotterdam; Universitat Ramon Llull; Escuela Superior de Administracion y Direccion de Empresas (ESADE)

摘要：Employees' organizational identification was measured in three organizations. Results show that employee communication augments perceived external prestige and helps explain organizational identification. Communication climate plays a central role, mediating the impact on organizational identification of the content of communication. The relative impacts of employee communication and perceived external prestige on organizational identification differ between organizations; this was attributed ...

Fairness perceptions as a moderator in the curvilinear relationships between job demands, and job performance and job satisfaction

作者：Janssen, O

作者单位：University of Groningen

摘要：Activation theory suggests that intermediate rather than low or high levels of quantitative job demands benefit job performance and job satisfaction among managers. Using an equity theory framework, I hypothesize that perceptions of effort-reward fairness moderate these inverted U-shaped demand-response relationships. In support of this hypothesis, survey results demonstrate that managers who perceive effort-reward fairness perform better and feel more satisfied in response to intermediate lev...

5期

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