This study explores using the SQAS scale in a private healthcare context. The authors provide further evidence that service quality is an antecedent and different from satisfaction. All the measures used proved to be valid and reliable. Trust and commitment play different roles in their relationship with loyalty.
This article seeks to add to the body of knowledge on the role played by brand experience and its relationship with satisfaction, trust and service quality in the development of loyalty. Structural Equation Modelling (SEM) is used to analyze 690 telecommunications multiple-play users in the Portuguese telecommunications market. Our conclusions show that brand experiences can be used to generate loyalty, trust and quality perceptions; although satisfaction was confirmed to be the main loyalty predictor, service quality has an important indirect effect. In order to build customer loyalty, marketers must manage brand experiences, service quality, satisfaction and trust. Brand experiences can be explored as a way to differentiate services, to change customers' perceptions toward a brand and, ultimately, lead to customer retention. Furthermore, providing reliable services is of the utmost importance for service providers.
Purposeorporate social responsibility (CSR) is an evolving concept which is increasingly being adopted by companies with the purpose of creating sustained organizational growth. However, while the impact of CSR practices on employees' behaviors and attitudes has been recognized over the years, the relationship between CSR practices and employee performance remains underexplored.Design/methodology/approachDrawing on social identity theory and using the partial least squares structural equation method, this research examines the impact of CSR practices on employees' performance in a sample of 171 employees belonging to the construction industry.FindingsThe findings do not support the existence of a direct relationship between employees' perception of CSR and their performance; instead, they indicate that this relationship is mediated by job satisfaction and organizational trust.Research limitations/implicationsThe data concerns employees' self-reported measures on their perceived CSR and the study was conducted in a single industry.Practical implicationsAdopting CSR initiatives in company strategies is worthy as the perceptions of employees and their performance is positively influenced by their organization's CSR activities. Managers should properly communicate and involve internal stakeholders in socially responsible practices to increase their awareness.Originality/valueThis article analyzes the impact of employees' perception of CSR on employees' performance through the roles of employee organizational trust and job satisfaction as mediating variables in a highly socially pressured industry such as construction.
Silva, P, Santos, ED, Grishin, M, and Rocha, JM. Validity of heart rate-based indices to measure training load and intensity in elite football players. J Strength Cond Res 32(8): 2340-2347, 2018-This study aimed to identify the most sensible heart rate-based indices to physical measures of training load and intensity. Twenty professional football players competing in the Russian league and in the UEFA Champions League were monitored during 15 training sessions (270 individual records) using global positioning systems devices (10 Hz) and heart rate telemetry. Expert knowledge and a collinearity r < 0.5 were used initially to select the external physical markers for the final analysis. A multivariate-adjusted within-subjects model was used to quantify the correlations between heart rate indices with various measures of training intensity and load. The number of accelerations >2.5 m·s and the number of high-intensity bursts remained in the final multivariate model for training load. The adjusted correlations with Banister's training impulse (TRIMP) were r = 0.49 and r = 0.3, respectively. For training intensity, the same previous variables expressed as per minute plus the volume of high-speed running per minute remained in the final model. The adjusted correlations with the percentage of time spent above 80% of individual maximum heart rate (tHR80%) were, in the same order, r = 0.3, r = 0.22, and r = 0.18. The results of this study demonstrate the validity of TRIMP and tHR80% as measures of training load and intensity, respectively, and identified accelerations and high-intensity repeated efforts (high-intensity bursts) as being moderately predictive of heart rate responses.
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