Leveraging organizational tenure to improve service performance: the role of relational coordination among frontline service workers in China

Liu, Xiangmin; Zhang, Bulin; Zhang, Zhengtang

doi:10.1080/13602381.2020.1810910

Cited by 3 publications

(4 citation statements)

References 66 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

Section: Methodsmentioning

confidence: 99%

“…Control variables. Previous research provides evidence that demographic variables such as age, work experience, and job tenure may impact safety and operational performance outcomes (Liu et al, 2021;Murphy et al, 2019;Tao et al, 2021). Therefore, we controlled for age, job tenure, tenure with the parent organization, and tenure in their current work setting.…”

Section: Methodsmentioning

confidence: 99%

“…We tested the hypotheses by analyzing two univariate general linear models in SPSS 28 with SB and IRB as the dependent variables. Once again, previous research provides evidence that demographic variables such as age, work experience, and tenure may have an impact on safety and operational performance outcomes (Liu et al. , 2021; Murphy et al.…”

Section: Study 2: Vehicle Simulator Experimentsmentioning

confidence: 95%

See 2 more Smart Citations

Safety in context: routines and the effect of a balanced safety and operations focus on worker perceptions and performance

Roberts,

Douglas,

Overstreet

2024

IJPDLM

View full text Add to dashboard Cite

PurposeTo investigate the influence of logistics and transportation workers’ perceptions of their management’s simultaneous safety and operations focus (or lack thereof) on related worker safety and operational perceptions and behaviors.Design/methodology/approachThis multi-method research consisted of two studies. Study 1 aimed to establish correlational relationships by evaluating the impact of individual-level worker perceptions of operationally focused routines (as a moderator) on the relationship between worker perceptions of safety-related routines and workers’ self-reported safety and in-role operational behaviors using a survey. Study 2 aimed to establish causal relationships by evaluating the same conceptual relationships in a behavioral-type experiment utilizing vehicle simulators. After receiving one of four pre-task briefings, participants completed a driving task scenario in a driving simulator.FindingsIn Study 1, the relationship between perceived safety focus and safety behavior/in-role operational behavior was strengthened at higher levels of perceived operations focus. In Study 2, participants who received the balanced pre-task briefing committed significantly fewer safety violations than the other 3 treatment groups. However, in-role driving deviations were not impacted as hypothesized.Originality/valueThis research is conducted at the individual (worker) level of analysis to capture the little-known perspectives of logistics and transportation workers and explore the influence of balanced safety and operational routines from a more micro perspective, thus contributing to a deeper understanding of how balanced routines might influence worker behavior when conducting dynamic tasks to ensure safe, effective outcomes.

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Study 2: Vehicle Simulator Experimentsmentioning

confidence: 95%

See 1 more Smart Citation

Safety in context: routines and the effect of a balanced safety and operations focus on worker perceptions and performance

Roberts,

Douglas,

Overstreet

2024

IJPDLM

View full text Add to dashboard Cite

show abstract

“…The first factor entails differential levels of emphasis on the Confucian ideal of filial piety—that is, loyalty to one’s family ( Bedford and Yeh, 2019 ) and by extension, one’s employer or work supervisor ( Hwang, 1999 ; Chen et al, 2002 ; Zhang C., 2013 ). In the Eastern context, studies often implicate filial piety expectations with key organizational outcomes, including organizational commitment, work satisfaction, work motivation, and supervisor-subordinate exchange ( Jen et al, 2012 ; Lee et al, 2018 ; Liu et al, 2020 ; Li et al, 2021 ). Such findings dovetail with consensus beliefs that filial piety expectations, at least from a moral obligation standpoint, more strongly occur within Eastern versus Western societies ( Ni, 2020 ).…”

Section: Unpacking Cross-cultural Ageism As Gate -Ismmentioning

confidence: 99%

Chinese Versus United States Workplace Ageism as GATE-ism: Generation, Age, Tenure, Experience

North

2022

Front. Psychol.

View full text Add to dashboard Cite

Ageism is a pan-cultural problem, and correspondingly, increased research attention worldwide has focused on how a person’s age drives prejudice against them. Nevertheless, recent work argues that chronological age alone is a limited predictor of prejudice—particularly in the workplace, where age conflates intertwined elements (e.g., life stage and work experience), and across cultures, in which the nature of ageism can substantially differ. A recent organizational behavior (GATE) framework advocates for extending beyond numerical age alone, focusing instead on prejudice arising from workers’ perceived Generation (birth cohort), Age (life stage), Tenure (time with organization), and Experience (accumulated skillset over time). In addition to clarifying the multifaceted nature of workplace ageism, GATE helps uncover potential cultural ageism differences. Using the United States and China as focal Western and Eastern prototypes, the current paper compares Eastern and Western cultures through a GATE Lens. Eastern and Western cultures adopt different perceptions of generations (e.g., United States “Boomers,” versus Chinese “Cultural Revolution” generation), elder life stages (United States warm-but-incompetent older adults, versus Eastern pragmatic elder resource concerns), organizational tenure expectations (Western job-hopping, versus Eastern filial-piety-based loyalty), and desired experience levels (shaped different by higher Eastern frequency of mandatory retirement practices and family business ventures). Moreover, existing research offers clues for how workplace GATE-ism likely differs between cultures, but more research is needed. Future research should adopt a nuanced GATE conception of “age”-ism, toward enhanced ageism understanding and the ability to utilize a globally aging workforce.

show abstract

Factors for innovation ecosystem frameworks: Comprehensive organizational aspects for evolution

Rabelo Neto,

Figueiredo,

Gabriel

et al. 2024

Technological Forecasting and Social Change

View full text Add to dashboard Cite

Leveraging organizational tenure to improve service performance: the role of relational coordination among frontline service workers in China

Cited by 3 publications

References 66 publications

Safety in context: routines and the effect of a balanced safety and operations focus on worker perceptions and performance

Safety in context: routines and the effect of a balanced safety and operations focus on worker perceptions and performance

Chinese Versus United States Workplace Ageism as GATE-ism: Generation, Age, Tenure, Experience

Factors for innovation ecosystem frameworks: Comprehensive organizational aspects for evolution

Contact Info

Product

Resources

About