University of Memphis

About: University of Memphis is a education organization based out in Memphis, Tennessee, United States. It is known for research contribution in the topics: Population & Poison control. The organization has 7710 authors who have published 20082 publications receiving 611618 citations. The organization is also known as: U of M.

The effect of management commitment to service quality on employees’ affective and performance outcomes

Abstract: A service recovery performance model is proposed and tested with data from frontline bank employees in Turkey. The model is derived from Bagozzi's (1992) reformulation of attitude theory. The empirical results suggest that top management commitment to service quality, as manifested by frontline employees' appraisal of training, empowerment, and rewards, has a significant effect on their perceptions of service recovery performance. The influence of management commitment to service quality on service recovery performance is mediated by frontline employees' affective commitment to their organization and job satisfaction. Implications of the results and further research avenues are discussed.

Cautionary Note on Reporting Eta-Squared Values from Multifactor ANOVA Designs

Abstract: The authors provide a cautionary note on reporting accurate eta-squared values from multifactor analysis of variance (ANOVA) designs. They reinforce the distinction between classical and partial eta-squared as measures of strength of association. They provide examples from articles published in premier psychology journals in which the authors erroneously reported partial eta-squared values as representing classical etasquared values. Finally, they discuss broader impacts of inaccurately reported etasquared values for theory development, meta-analytic reviews, and intervention programs.

Knowledge worker team effectiveness: the role of autonomy, interdependence, team development, and contextual support variables

Abstract: This study investigated how autonomy, interdependence, and team development, along with process and contextual support variables, were related to the effectiveness of teams of “knowledge workers.” The sample included 231 knowledge workers from 27 work teams. Team members completed surveys measuring the design, process, and contextual factors. Effectiveness measures included multiple key stakeholder evaluations of team performance and self-report measures of attitudinal outcomes. The results suggest that interactions among design, process, and contextual support factors have important implications for team effectiveness. In particular, the positive relationship between team autonomy and team job motivation was reduced as teams worked under more interdependent conditions. This interaction effect also varied across the types of autonomy (e.g., planning-related, product-related, and people-related) the team was given. Results also demonstrated that the relationship between job motivation and team process behaviors (helping, sharing, and innovating) was more positive in teams who were developmental mature. Process behaviors were positively related to effectiveness, but those relationships became more positive in the presence of certain contextual factors (high-quality goals and efficient information transmission), and less positive in the presence of others (feedback and time pressure). Future research needs and practical implications of these results are discussed.