Determinants of Relationship Continuity: A Mediational Study of Relationship Quality and Word of Mouth

Abstract

Employees are claimed to be one the important strategic key asset of organization. In today's competitive world, departing of the skilled employees is immense dilemma for organizations especially at managerial level.Organizations not have only bear the cost of hiring and training of these mangers but also these managers act as intellectual capital as they possess knowledge and information of the key strategic areas. This study attempts to study the factors such as self-efficacy, work environment and workplace bullying behavior which governs the psychological patterns of employees in an organization. This paper studied behavioral factors of employees not only proves to be the reason for financial benefits of organization but also become a source of retaining skilled employees within organization which was referred to as relationship continuity in this paper. Structural Equation modeling technique is used to analyze the behavioral pattern of employees of Textile mills from Multan Region through Purposive sampling technique with resulting in 552 respondents. Thus, results from the study enfolded interesting insights identifying the factors which can be a source to improve and retain the skilled labor of the organization and utilizing them for creating the organizational image.Keywords: self efficacy, work place bulling behavior and work environment, relationship continuity, relationship quality

Effects of government electronic service quality on citizen satisfaction with integrated service delivery in urban areas

“…Thus, H3, stating that perceived security affects e-service quality, and H4, stating that perceived security affects citizen satisfaction, are accepted. The results of this study are supported by empirical evidence from the research of Jin and Park (2006) and Chung and Shin (2009), who found a positive effect of security on online citizen satisfaction.…”

“…Furthermore, Jin and Park (2006) revealed a positive effect of security on online citizen satisfaction. The results of this study are supported by empirical evidence from the studies of Chung and Shin (2009); Chung and Shin (2010).…”

“…According to Jin and Park (2006), citizen satisfaction in online stores with e-retailers depends mainly on the evaluation of various performance attributes, including security and privacy aspects. This satisfaction is important because, in the context of public e-services, users can be lost if they cannot access the website or if their experience with public sector eservices is not satisfactory (Chung & Shin, 2009). Furthermore, Rambat and Hamdani (2006) stated that one way to create citizen satisfaction is to improve service quality because users are the main focus when talking about satisfaction.…”

“…There are many advantages of moving public sector activities online. Chung and Shin (2009) showed that some advantages of public e-services both for users and the public sector include improved convenience, savings, selection, personalization, and information. Public e-services also offer public administrations better options for processing digital data.…”

“…In accessing the public sector via the internet or online, according to Flavian and Guinaliu (2006), users still tend to lack confidence that everything will be secure and proceed normally via the internet compared to accessing services offline. Notably, citizen satisfaction is important to financial performance (Chung & Shin, 2009). In the context of public e-services, users can be lost if they cannot access the website or if their experience with public sector services is unsatisfactory.…”