Impact of firm’s customer orientation on performance: the moderating role of interfunctional coordination and employee commitment

Babu, Mujahid Mohiuddin

doi:10.1080/0965254x.2017.1384037

Cited by 19 publications

(20 citation statements)

References 81 publications

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“…Researchers in [39] believe that coordination has a positive and significant role in the development of employees' performance. Further, Mohiuddin [40] and Akhtar et al, [41] have explained that coordination plays a crucial role in an organization's commitment and performance. Further, coordination has significance in the education sector to improve the performance of the faculty members [42].…”

Section: Coordination and Employees' Performancementioning

confidence: 99%

Impact of Coordination, Psychological Safety, and Job Security on Employees’ Performance: The Moderating Role of Coercive Pressure

et al. 2021

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Based on institutional theory, the current study examines the relationship of coordination, job security, psychological safety, and coercive pressure with employees’ performance. Further, coercive pressure is treated as a boundary condition between coordination, job security, and psychological safety with employees’ performance. A survey method was used to collect data from 235 faculty members of higher education institutions (HEIs) in Pakistan. Study results show that there is a positive and significant relationship between job security and coordination with employees’ performance. The results also reveal that coercive pressure moderates job security, coordination, and psychological safety with employees’ performance. Implications for organizations and HEIs administration are discussed.

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Section: Coordination and Employees' Performancementioning

confidence: 99%

Impact of Coordination, Psychological Safety, and Job Security on Employees’ Performance: The Moderating Role of Coercive Pressure

et al. 2021

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“…In the face of UK's financial austerity, there is growing pressure by the Government on NHS hospitals to deliver high-quality services to patients (Gill, 2018), while at the same time implementing cost saving measures (NHS, 2019; Robertson et al ., 2017). Customer-oriented services have become important and are known to give hospitals their core competitive advantage for sustainable service delivery through customer loyalty (Mohiuddin, 2018; Rajkumari and Nula, 2017; Pevec and Pisnik, 2018). Factors that affect patient satisfaction (SAT) with medical services include service quality (SQ), patient orientation and more importantly service value (SV).…”

Section: Introductionmentioning

confidence: 99%

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Ali

Dzandu

2023

JHOM

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PurposeThis study takes a divergent approach to exploring which construct is more predictive of patient satisfaction (SAT) in a service dominant economy within the context of a healthcare setting.Design/methodology/approachApplying a critical analysis of literature, a service value (SV) model for customer SAT is proposed in this study, which is validated and confirmed with survey data from outpatients at Moorfields Eye Hospital – a world class specialist hospital based in the UK.FindingsQuality of service had the strongest impact on SV but SV had the strongest impact and mediation effect on patient SAT.Research limitations/implicationsThe study concludes that since SV rather than quality of service is more predictive of patient SAT, health service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Practical implicationsHealth service providers should focus more on SV in addition to quality of service, if they are to meet the dynamic expectations of their patients.Social implicationsThis poses a strong argument in favour of a paradigm shift in focus from quality of service-based model to service value-based model for greater patient satisfaction.Originality/valueThis is the first study exploring the inter-relationship of four constructs of patient SAT within the context of a leading major UK healthcare hospital service.

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“…For instance, some studies suggested that motivation, leadership, and organizational culture are involved in employee satisfaction ( Paais & Pattiruhu, 2020 ). In addition, the work of Mohiuddin Babu (2018) found that companies' customer orientation is related to employee commitment and performance. An explanation for these findings is that job-related resources can influence both employees’ job performance and individual accomplishments.…”

Section: Introductionmentioning

confidence: 99%

Role of mobile application attributes in building job meaningfulness among food delivery employees

Liu

Ahn

2022

Journal of Hospitality and Tourism Management

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Impact of firm’s customer orientation on performance: the moderating role of interfunctional coordination and employee commitment

Abstract: This document is the author's post-print version, incorporating any revisions agreed during the peer-review process. Some differences between the published version and this version may remain and you are advised to consult the published version if you wish to cite from it.

Cited by 19 publications

References 81 publications

Impact of Coordination, Psychological Safety, and Job Security on Employees’ Performance: The Moderating Role of Coercive Pressure

Impact of Coordination, Psychological Safety, and Job Security on Employees’ Performance: The Moderating Role of Coercive Pressure

A paradigm shift for medical health care to focus on a service-value approach to achieve greater patient satisfaction

Role of mobile application attributes in building job meaningfulness among food delivery employees

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