Journal ArticleDOI
To be engaged or not to be engaged: The antecedents and consequences of service employee engagement
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In this article, the authors explored the antecedents and consequences of service employee engagement, and examined the main effect of resources (autonomy, feedback, and support) on engagement and how the interaction among resources impacts engagement.About:
This article is published in Journal of Business Research.The article was published on 2013-11-01. It has received 255 citations till now. The article focuses on the topics: Employee engagement & Service (business).read more
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Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector
TL;DR: In this article, the authors examined the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry, and found that service orientation positively affected customer service and engagement.
Journal ArticleDOI
Determinants of frontline employee engagement and their influence on service performance
Shou-Wei Chen,Jui-Chen Peng +1 more
TL;DR: In this article, a quantitative study explores the antecedents of service employees' work engagement and the impacts of these antecedent, from the perspective of positive organizational behavior and the job dem...
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Factors Affecting Employee Engagement in India: A Study on Offshoring of Financial Services
TL;DR: In this article, the authors explored factors that affect employee engagement in financial offshore organizations in India and found that only eight percent of the employees in India are engaged in their workplace according to a study conducted by Kohli and Grover, 2013.
Journal ArticleDOI
Meaningful Work, Job Resources, and Employee Engagement
TL;DR: In this article, meaningful work is proposed as a critical psychological state within the job demands-resources (JD-R) model that can therefore explain the relationship between job resources and employee engagement Survey data collected from 1415 employees working in a range of organizations, across a number of industries, were analyzed with confirmatory factor analysis (CFA) and structural equation modelling (SEM).
Journal ArticleDOI
In pursuit of service productivity and customer satisfaction: the role of resources
TL;DR: In this article, the authors investigated the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer satisfaction.
References
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The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Journal ArticleDOI
Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Book
Multiple Regression: Testing and Interpreting Interactions
Leona S. Aiken,Stephen G. West +1 more
TL;DR: In this article, the effects of predictor scaling on the coefficients of regression equations are investigated. But, they focus mainly on the effect of predictors scaling on coefficients of regressions.