Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model

Madhan, Kumar; Shagirbasha, Shameem; Iqbal, Juman

doi:10.1016/j.ijhm.2022.103204

Cited by 19 publications

(12 citation statements)

References 104 publications

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“…Previous studies have confirmed that WFC has an association with various strains such as job stress (Dodanwala et al, 2022;Vickovic and Morrow, 2020), emotional exhaustion (Galletta et al, 2019;Wang et al, 2021aWang et al, , 2021b, etc. There is also mounting empirical evidence that EI is strongly associated with critical employee job attitudes such as reduced employee voice (Madhan et al, 2022).…”

Section: Discussionmentioning

confidence: 99%

“…Previously, WFC as a stressor has been found to lead to various job-related strains such as distress (Bilodeau et al, 2020), anxiety and exhaustion (Nauman et al, 2020). It has also been noted that EI leads to withdrawal behavior (Pingel et al, 2019), hampers employee voice (Madhan et al, 2022) and jeopardizes innovative work behavior (Van Hootegem et al, 2019). Therefore, EI can spur feelings of anger, hamper organizational performance (O'Neill et al, 2009), diminish workers' initiative and gradually inhibit their ability to accomplish hard tasks at the same time.…”

Section: Mediating Role Of Emotional Irritation Between Work-family C...mentioning

confidence: 99%

“…For this reason, EI is considered a significant mediating mechanism that is of critical importance for health organizations specifical1y. A corpus of research on EI shows that it has damaging effects on organizations as well (Madhan et al , 2022) and contributes to unfavorable outcomes on the job, including diminished organization commitment, poor job performance, lower levels of organizational citizenship behaviors and high turnover (Ain et al , 2022). In a similar vein, we assume that EI which is viewed as a lack of motivation to pursue a particular goal (Mohr et al , 2006) will impede the SEB among health professionals.…”

Section: Introductionmentioning

confidence: 99%

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Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals

Iqbal

Shagirbasha

Madhan³

2023

IJCMA

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Purpose The service effort behavior (SEB) of health professionals may be impeded by many factors. This study aims to draw upon the conservation of resources and stressor–strain–outcome theories to test a moderated mediation model that explores how work–family conflict (WFC) influences SEB. The mediating effect of emotional irritation (EI) and the moderating effect of organizational identification (OI) was also tested. Design/methodology/approach Data was collected over two waves from 524 health professionals working across India and was tested using SPSS PROCESS macros and Amos 24. Findings The results revealed that WFC has a significantly negative relationship with SEB, and EI mediates the relationship between the two variables. The mediation process was further moderated by OI. Originality/value There is an absolute scarcity of evidence that has explored the association of WFC and SEB with the mediating role of EI. Along with offering a nuanced understanding of these relationships, this study also presents some interesting insights to health-care administrators.

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Section: Discussionmentioning

confidence: 99%

Section: Mediating Role Of Emotional Irritation Between Work-family C...mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals

Iqbal

Shagirbasha

Madhan³

2023

IJCMA

Self Cite

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“…Emotional irritation (Madhan et al, 2022), ethical leadership (Nazir et al, 2021), employee recognition (Liu et al, 2010), group cohesion (Kong et al, 2020), leader-member exchange (Sher et al, 2019), leader trust (Gao et al, 2011), narcissistic leadership (Yao et al, 2020), organisational career growth (Wang et al, 2014b), paternalistic leadership (Jia et al, 2020), team member exchange (Shih and Wijaya, 2017) and transformational leadership (Liu et al, 2010) have been determined to be crucial antecedents of voice behaviour.…”

Section: Expatriate Voicementioning

confidence: 99%

Influence of mentoring and job security on expatriate voice

Zhuang

Chu²,

Yang³

et al. 2023

EBHRM

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PurposeThe purpose of this paper is to investigate the influence of mentoring functions on expatriate voice in multinational enterprises and whether job security plays a mediating role in this relationship.Design/methodology/approachIn total, 300 questionnaires were distributed in this study. Of the 173 responses received, 8 invalid questionnaires were excluded and 165 valid questionnaires were analysed. The effective questionnaire recovery rate was 55.00%.FindingsThe results revealed that the stronger the psychosocial support function, the role modelling function and the career development provided by the mentor, the more would be the expatriate voice behaviour. Furthermore, the psychological support, role model characteristics and career development guidance affect the expatriate voice behaviour through the mediation of job security.Originality/valueFew studies have focussed on the influence of expatriate mentoring functions and job security on expatriate voice. Furthermore, whether the mentoring function affects the job security of expatriates is unknown. The objective of this study is to fill this gap in the literature.

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“…For instance, Ha and Jang [ 44 ] highlighted different causes for positive service quality (e.g., menu design, food variety, restaurant atmosphere, serving size, product quality, food taste, freshness, healthy options, and temperature to assess food quality). Furthermore, some crucial factors lead to restaurants’ positive service quality, such as (a) restaurant interior (e.g., place ware and eating utensils); (b) restroom (e.g., cleanliness of the floor, slippers, and availability of toilet paper); (c) employees’ efficiency and hygiene (e.g., waitstaff hair and hands, and waitstaff uniforms) [ 47 ]; building exterior (e.g., trash and cigarettes) [ 48 ]. High service quality drives customer satisfaction, and satisfaction leads to establishing repurchase intentions.…”

Section: Literature Reviewmentioning

confidence: 99%

Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

Doeim

Hassan

Helal

et al. 2022

IJERPH

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Service value is a crucial dominant indicator in customer decision-making. However, there is a lack of hospitality literature that investigates the multi-dimensional service value in emerging markets. Thus, this study aims to create a multi-dimensional scale for service value and to analyze how different service value dimensions affect customers repurchase intentions at fast-food restaurants. We make a conceptual framework with eight constructs, including service value and repurchase intention. A self-administrated questionnaire is used to gather empirical data from fast-food restaurant customers in Egypt. We employ confirmatory factor analysis to extract the model’s reliability and validity. Moreover, we use a structural equation model to extract the model regressions and correlations using AMOS software. We find that each of the eight proposed service value variables impacts fast-food restaurant customers’ repurchase intention. However, the factors that strongly influence customers’ preferences to make more purchases are service equity, confidence benefits, service quality, and service reputation. We contribute to the literature on hospitality customer value and repurchasing intentions by presenting a comprehensive multi-dimensional service value framework that affects customers’ repurchase intentions in fast-food restaurants. Practically, eight service value variables can help managers of fast-food restaurants meet customer needs and gain a competitive advantage. We suggest many crucial recommendations to restaurant managers regarding the priority of the service value constructs. For example, managers should consider service equity, service quality, and service reputations as a priority of the restaurant service value.

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Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model

Cited by 19 publications

References 104 publications

Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals

Service with a sense of belonging: navigating work–family conflict and emotional irritation in the service efforts of health professionals

Influence of mentoring and job security on expatriate voice

Service Value and Repurchase Intention in the Egyptian Fast-Food Restaurants: Toward a New Measurement Model

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