Do Coworkers Make the Service Customer? A Field Study in the Public Sector

Paillé, Pascal

doi:10.1177/0734371x11433881

Cited by 13 publications

(7 citation statements)

References 117 publications

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“…The most theory used was the Social Exchange Theory (e.g. Paillé, 2013; Chan and Mak, 2012). This frequency of use might be related to the fact that, it is among the most influential conceptual paradigms for understanding workplace behavior, relationships and reciprocity that go beyond contractual agreement behaviors, and ultimately resulting in positive exchanges (Cropanzano and Mitchell, 2005).…”

Section: Resultsmentioning

confidence: 99%

Factors affecting employee performance: a systematic literature review

Atatsi

Stoffers

Kil

2019

JAMR

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Purpose The purpose of this paper is to synthesize the fragmented literature on organizational citizenship behavior (OCB), leader–member exchange (LMX), learning, innovative work behavior (IWB) and employee performance across different countries, disciplines and organizations, thereby broadening the literature breath and making gap identification comprehensive. Second, it provides information on how much studies have been concentrated on Africa with the goal of provoking scholarly work in a unique cultural setting on the interrelatedness of these concepts. Design/methodology/approach Relevant literature search was undertaken using key search terms, “employee performance,” “OCB,” “LMX,” “IWB,” “individual learning” and “team learning.” Findings The findings show positive relationships between the behaviors and employee performance. They also reveal an interesting diversity in the study across multidisciplinary fields holding both cultural and contextual significance for academia and practitioners. Research limitations/implications The limitation of literature to peer-reviewed journals from the authors’ university library might have missed important information not in this domain. Further studies must make use of additional search terms and engines excluded from this study to provide a more comprehensive analysis. Practical implications The paper has important managerial implications for practitioners. The analysis can support the understanding of employee performance from a broader and more diverse view points; and help in providing insight into real-life opportunities, constraints and solutions in enhancing performance management. Originality/value This systematic literature review highlights important knowledge gaps which need to be explored especially in the African and Ghanaian contexts.

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Section: Resultsmentioning

confidence: 99%

Factors affecting employee performance: a systematic literature review

Atatsi

Stoffers

Kil

2019

JAMR

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“…Indeed, healthcare professionals must develop a patient-centered care approach because each patient shows a combination of special characteristics such as illness, pain, uncertainty, or fear that make him or her a unique challenge (Keeling et al , 2018). Healthcare professionals have to offer service quality without faults or errors as much as possible, often with limited resources (Thanacoody et al , 2014), knowing that patients expect higher service quality (Paillé, 2013). Additionally, the intense, direct contact between professionals and patients (Schaufeli, 2007) and the coexistence of high rates of mortality (Rizo-Baeza et al , 2018) may cause professionals to develop negative feelings toward their work (Maslach and Leiter, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Is public healthcare healthy? The role of emotional exhaustion

López‐Cabarcos

López-Carballeira

Ferro‐Soto

2021

BJM

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PurposeThis study analyzes the mediating effect of emotional exhaustion between certain job demands (workload, role conflict, and influence at work) and employees' work attitudes (affective commitment and turnover intention) in public healthcare. Furthermore, it analyzes the moderating effect of possibilities for development and the degree of freedom at work between the above-mentioned job demands and emotional exhaustion.Design/methodology/approachA total of 512 healthcare professionals participated in the study. The data were analyzed using structural equation modeling and a hierarchical multiple regression analysis.FindingsThe results show that emotional exhaustion fully mediates the relationship between job demands (workload and role conflict) and work attitudes (affective commitment and turnover intention). Moreover, the possibilities for development and degree of freedom at work moderate the relationship between role conflict and emotional exhaustion.Practical implicationsStrategies should be designed to prevent employees from becoming emotionally exhausted and lead them to feel more motivated, which results in a more effective public healthcare service.Originality/valueThis study stresses the importance of analyzing the role of emotional exhaustion in the public healthcare context. It demonstrates the mediating role of this variable between several antecedents and consequences, and it analyzes whether other relevant variables can moderate the negative effects of emotional exhaustion.

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“…The public sector employs disproportionately more women than men (Bernhardt & Dresser, 2002; Gornick & Jacobs, 1998; Llorens et al, 2008), and due to a lowered potential for gender-based discrimination and greater opportunities to achieve work–family balance, women may receive more benefits from public-sector employment than from employment in the private sector (Benditt, 2015; Buelens & Van den Broeck, 2007; Bureau of Labor Statistics, 2016; Llorens et al, 2008; Moynihan & Landuyt, 2008). Furthermore, female public-sector workers have been shown to have lower levels of turnover intention relative to men (Moynihan & Landuyt, 2008; Paillé, 2013). For example, a recent survey of U.S. federal employees found that women show greater commitment than men to holding a federal job (Wynen et al, 2013).…”

Section: Gender and Affective Organizational Commitmentmentioning

confidence: 99%

Gender Differences in Commitment to State Employment: The Role of Coworker Relationships

Sloan

2017

Public Personnel Management

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Using survey data from a large sample of state employees, this research investigates gender differences in affective organizational commitment to state employment. Following relational cohesion theory, I hypothesize that perceived emotional support among workers within the workplace is positively associated with affective commitment to state employment. I also expect that women's greater commitment to state employment compared with men is due to their higher levels of perceived coworker support. The results of the analyses largely support the hypotheses and suggest that public-sector managers would do well to encourage the development of supportive relationships among employees.

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Do Coworkers Make the Service Customer? A Field Study in the Public Sector

Cited by 13 publications

References 117 publications

Factors affecting employee performance: a systematic literature review

Factors affecting employee performance: a systematic literature review

Is public healthcare healthy? The role of emotional exhaustion

Gender Differences in Commitment to State Employment: The Role of Coworker Relationships

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