Fostering quality customer service during Covid-19: The role of managers’ oral language, employee work engagement, and employee resilience

Rabiul, Md Karim; Promsivapallop, Pornpisanu; Karim, Rashed Al; Islam, Md. Ariful; Patwary, Ataul Karim

doi:10.1016/j.jhtm.2022.09.002

Cited by 17 publications

(14 citation statements)

References 78 publications

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“…2.1 Definitions of the variables ML or managers' ML is the daily conversation of the leaders with their fellow employees within the organisation, derived from the speech act theory (Austin, 1962). As the majority of the speech, ML acts between the leader and the followers, and the speech acts incorporate direction-giving, emphatic and meaning-making language (Rabiul, 2023;Rabiul et al, 2023;Sullivan, 1988). Mayfield et al (2020) propound that a supervisor uses meaning-making language to benefit employees, elucidating the organisation's values and culture.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to the CoR theory (Hobfoll, 2001;Rabiul et al, 2023), people try to preserve, gather and use the resources that are valuable and necessary for achieving higher-level objectives. Therefore, consistent with CoR theory, competence and relatedness are types of personal resources (Halbesleben et al, 2009(Halbesleben et al, , 2014Ramalu and Subramaniam, 2019;Quinn et al, 2012) that will be exerted once employees have motivational communication from their managers.…”

Section: 7mentioning

confidence: 99%

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Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories

Rabiul

Hasan

Miraz

et al. 2023

MRR

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Purpose Drawing on conservation of resources (CoR) and speech act theories, the authors tested the relationship between managers’ motivating language (ML) and employee service quality and psychological relatedness and competence as mediating variables between their associations. Design/methodology/approach Using a convenient sampling technique, the authors collected 366 hotel employees’ opinions in Malaysia and analysed them in partial least squares-structural equation modelling. Findings Three forms of ML, psychological competence and relatedness correlate with employees’ service quality. Although direction-giving language is correlated with competence, empathetic and meaning-making language are not; thus, competence only mediates the relationship between direction-giving language and service quality. Three types (direction-giving, empathetic and meaning-making) of managers’ communication are correlated with relatedness; thus, relatedness mediates the association between the three types of language and service quality. Practical implications Hospitality managers are encouraged to enhance psychological relatedness and competence by practising an appropriate ML. Psychological relatedness and competence are significant mechanisms that enlighten the effects of supervisory communicant on service quality, indicating employees’ need satisfaction should be improved. Originality/value Our study contributes to speech act and CoR theories by explaining the relationship between ML, psychological relatedness, competence and service quality.

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Section: Literature Reviewmentioning

confidence: 99%

Section: 7mentioning

confidence: 99%

Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories

Rabiul

Hasan

Miraz

et al. 2023

MRR

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“…This involves helping employees to see what the need for the change is; what is driving the change? People need to know the context (Rabiul et al, 2022;Hennig et al, 2022;Jaiswal et al, 2022). Rabiul et al, (2022) state that change will not occur if a few people are on board with the idea.…”

Section: To What Extent Has the Faculty Of Education University Of Kh...mentioning

confidence: 99%

“…People need to know the context (Rabiul et al, 2022;Hennig et al, 2022;Jaiswal et al, 2022). Rabiul et al, (2022) state that change will not occur if a few people are on board with the idea. According to Kotter (2012), creating a sense of urgency is making people in the organization see that the change is needed, and it is needed now.…”

Section: To What Extent Has the Faculty Of Education University Of Kh...mentioning

confidence: 99%

Leading Change at The Faculty of Education in Light of Kotter's Change Model

Onia

2022

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The purpose of this study was to examine Kotter's leading change model at the Faculty of Education University of Khartoum with a major purpose of evaluating the contribution of this theory to enhance the importance and understanding of leading change at the University context. In doing so, a survey research design was employed. Among 239 staff members at the Faculty of Education University of Khartoum, data were collected from 106 (44.00%) respondents using questionnaire. Data collected were analyzed using one sample t-test. The result showed that creating a climate for change has been practised in the Faculty of Education University of Khartoum. The Faculty of Education University of Khartoum has engaged and enabled the whole organization in the change process. The findings also indicated that the Faculty of Education University of Khartoum has implemented and sustained change process. Hence, the implication of these findings adds to the understanding of how college officials ought to play a role model in embedding the change in their behaviors.

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“…Having the experience of working together during difficult times can enhance employee trust and help to build a more resilient organization ( Gillespie et al, 2020 , King et al, 2016 , Seville, 2018 ). This is especially important for the hospitality industry, where committed, resilient workers are essential to service excellence ( Rabiul et al, 2022 ). Likewise, it is imperative for the hospitality industry to build a workforce that is prepared to adapt to post-pandemic situations ( Schwaiger et al, 2021 ).…”

Section: Introductionmentioning

confidence: 99%

Exploring hospitality workers' career choices in the wake of COVID-19: Insights from a phenomenological inquiry

Liu-Lastres¹,

Huang

Bao³

2023

International Journal of Hospitality Management

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Fostering quality customer service during Covid-19: The role of managers’ oral language, employee work engagement, and employee resilience

Cited by 17 publications

References 78 publications

Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories

Motivating language and employees’ need satisfaction to service quality: conservation of resources and speech act theories

Leading Change at The Faculty of Education in Light of Kotter's Change Model

Exploring hospitality workers' career choices in the wake of COVID-19: Insights from a phenomenological inquiry

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