Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation

Chow, Cheris W. C.; Lai, Jennifer Y. M.; Loi, Raymond

doi:10.1016/j.tourman.2014.12.008

Cited by 70 publications

(58 citation statements)

References 42 publications

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“…However information dissemination shows no moderating effect in the relationship between MS and innovation. Following the procedures implemented in Chow et al (2015) for plotting the interaction effect to examine the relationship between sense-making and market performance the pattern of interaction effect as shown in Fig. 3 indicates that information dissemination dampens the positive relationship between sense-making and innovation.…”

Section: Resultsmentioning

confidence: 99%

Market sensing, innovation capability and market performance: The moderating role of internal information dissemination

Ahmed

2017

Int. j. adv. appl. sci.

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Market sensing and internal information dissemination are popular concepts in the field of marketing and strategic management. Scholars in these fields are appreciating the roles of market sensing and internal information dissemination in understanding the business environmental changes to sustain competitive advantages for better firm performance. However, the interaction of market sensing and internal information dissemination couched within complementarity prospective to some extend has not been empirically tested. Therefore, This study aims to investigate the moderating effect of internal information dissemination in the exchange between market sensing and innovation and how innovation mediate the relationship between market sensing and market performance. As a result of responses from 166 firms operating in Sudan, we find that internal information dissemination strengthens the positive relationship between response of market sensing and innovation. Also innovation was found to partially mediate the relationship between market sensing and market performance. The study further develops the understanding of how market sensing influence innovation and market performance indicating the positive relationship between them. In addition our work provides managerial advices to the firms in Sudan to develop market sensing as an adaptive tool for innovation and performance.

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Section: Resultsmentioning

confidence: 99%

Market sensing, innovation capability and market performance: The moderating role of internal information dissemination

Ahmed

2017

Int. j. adv. appl. sci.

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“…According to Rafiq and Ahmed (Rafiq and Ahmed 2000), internal marketing is a multifunctional concept, and therefore, many studies that are referring to this concept had developed theories from different perspectives. It can be seen from the recent work as well, which employee's behaviours can be motivated by leader-member exchange through internal marketing (Chow et al 2015). In the same vein, researchers mainly introduce different internal marketing elements and aspects based on different organisational strategy.…”

Section: Internal Marketingmentioning

confidence: 99%

A Hierarchical Model of Mediation Effect of Motivation (MO) between Internal Marketing (IM) and Service Innovation (SI)

Raeisi

Ling

Ramli

2019

Administrative Sciences

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This study investigates the mediation effect of motivation (MO) between internal marketing (IM) and service innovation (SI) using a hierarchical model. It adopts Bahman Group Corp of the automobile industry in Iran as a case study. This paper aims to examine the effect of internal marketing (IM) on service innovation (SI) by the mediation effect of motivation (MO). It develops a theoretical hierarchical multi-component model and analyses through a two-step approach of higher-order model by using PLS on 171 clean data. This research uses a survey method to collect data from the employees of Bahman Group Corp. The results indicate that motivation (MO) has a partial mediation effect between internal marketing (IM) and service innovation (SI). This study illustrates that internal communication (IC) and a New Organizational Delivery system (NOD) have the most substantial effect on internal marketing (IM) and service innovation (SI). Moreover, this research highlights to the service-based organisation to pay more attention to enhance internal marketing dimensions, especially in terms of service innovation to improve competitiveness. The results recommend further studies to examine the correlation between each indicator. The findings conclude with two main contributions and managerial implication to the research area that impactful to the subject of study.

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“…Assim, em termos gerais, acredita-se que esta investigação pode colaborar com os estudos no campo de comportamento organizacional, em específico, a respeito dos comportamentos de cidadania organizacional, posto que há diversos aspectos pertinentes ao tema ainda pouco explorados (CHOW; LAI; LOI, 2015). A relevância dos resultados obtidos neste estudo permitiu ampliar a reflexão acerca das perspectivas individuais e relacionais, as quais permeiam o construto, possibilitando um olhar mais profundo sobre o fenômeno investigado.…”

Section: Considerações Finaisunclassified

Comportamento De Cidadania Organizacional: As Visões De Colaboradores E De Gestores De Uma Indústria De Eletrodomésticos

Costa

Estivalete

Andrade

2017

REAd. Rev. eletrôn. adm. (Porto Alegre)

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RESUMOEste estudo tem o objetivo central identificar os comportamentos de cidadania organizacional (CCO) predominantes no contexto organizacional, a partir da visão de colaboradores e de gestores de uma indústria de eletrodomésticos. Para tanto, realizou-se uma pesquisa descritiva, de natureza quantitativa e qualitativa, concretizada por meio de um estudo de caso em uma empresa fabricante de eletrodomésticos. Inicialmente, na etapa quantitativa, participaram 302 colaboradores pertencentes a diversas posições hierárquicas da empresa pesquisada, os quais responderam um questionário elaborado a partir do modelo Escala de Civismo nas Organizações (ECO) de Porto e Tamayo (2003). Em um segundo momento, na etapa qualitativa, participaram 10 gestores da empresa investigada, com os quais se efetivaram entrevistas semiestruturadas, sendo o protocolo elaborado à luz do modelo de Porto e Tamayo (2003). Os principais resultados encontrados expõem que, no que tange aos CCO, os comportamentos de Proteção ao sistema e de Cooperação com os colegas foram os indicados pelos colaboradores e gestores como os mais presentes no contexto organizacional investigado. Em contrapartida, na visão dos colaboradores, o autotreinamento e o comportamento de sugestão à gestão organizacional são os menos praticados no ambiente de trabalho. Contudo, a visão dos gestores apresentou algumas dissensões, visto que apontaram esses comportamentos como recorrentes nos membros da organização. Palavras-Chave:Comportamento de Cidadania Organizacional. Colaboradores. Gestores. This study's main objective is to identify the organizational citizenship behaviors (OCB) prevalent in the organizational context from the perspective of employees and managers of a home appliances industry. To this end, we carried out a descriptive study of quantitative and qualitative nature, accomplished through a case study in an appliance manufacturing company. Initially, in the quantitative stage, 302 employees belonging to different hierarchical positions the Company searched answered a questionnaire drawn from the Scale of Civility in Organizations from Port and Tamayo (2003). In a second step, the qualitative one, 10 managers of the investigated company participated in semi-structured interviews, and the protocol was drawn up in the light of the Porto and Tamayo (2003) model. The main findings are that, with respect to the OCB, the behaviors of the protection system and cooperation with colleagues were nominated by employees and managers as the most present in the organizational context investigated. In contrast, in the view of the employees, selftraining and organizational management suggestions are less practiced in the workplace. However, the vision of managers presented some disagreements, as pointed out these behaviors as recurrent in the members of the organization. ORGANIZATIONAL CITIZENSHIP BEHAVIOR: THE VIEWS OF EMPLOYEES AND MANAGERS OF A HOME APPLIANCES INDUSTRY ABSTRACTKeywords: Organizational Citizenship Behaviors. Employees. Managers. CONDUCTA DE CIUDADANÍA ORGA...

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Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation

Cited by 70 publications

References 42 publications

Market sensing, innovation capability and market performance: The moderating role of internal information dissemination

Market sensing, innovation capability and market performance: The moderating role of internal information dissemination

A Hierarchical Model of Mediation Effect of Motivation (MO) between Internal Marketing (IM) and Service Innovation (SI)

Comportamento De Cidadania Organizacional: As Visões De Colaboradores E De Gestores De Uma Indústria De Eletrodomésticos

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