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"Employee loyalty"
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Connected digitally and dedicated loyally: the features and impact of internal online events on employee outcomes
Purpose
The purpose of this study is to investigate the role and features of internal online events (IOE) in organizations and measure their impact on employee outcomes (communication satisfaction and loyalty in active and passive forms).
Design/methodology/approach
The study conducted a mixed-method process – first, which involved three semistructured interviews in India, Russia and France, and the data were analyzed through a qualitative coding procedure. Subsequently, a survey was conducted among employees regarding their perceptions of IOE. One hundred eighty-four fully completed questionnaires were collected, and the results were analyzed using structural equation modeling.
Findings
The analysis of qualitative data revealed common patterns in IOEs in the organizations across India, Russia and France. The quantitative analysis showed the significant impact of IOEs on perceived communication satisfaction. Which in turn primarily stimulates the development of active employee loyalty rather than passive loyalty.
Research limitations/implications
This study acknowledges that the samples were limited to only a few geographical regions of India, Russia and France. Also, the research is subject to sampling limitations due to snowball approach.
Practical implications
Internal communication (IC) managers can use this research findings to develop more effective IOEs to address organizational goals and create synergy-based positive outcomes (such as loyalty) within the employees of the organization.
Originality/value
Research contributes to exploring the role and characteristics of IOEs by applying engagement theory, emphasizing their capacity as a strategic IC channel to enhance employee involvement. Moreover, the study investigated the impact of IOEs on communication satisfaction and employee loyalty by applying affective events theory to communication.
Journal Article
The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world
\"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: \"Would you recommend us to a friend?\" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success\"--Provided by publisher.
BOOK
Sustainable Loyalty of Employees in Poland as a Result of the COVID-19 Pandemic
The pandemic has triggered, on one hand, a wave of employee disloyalty in the form of quitting from non-functioning companies and choosing those seeking employees, and on the other hand, reinforcing their relationships with those companies that made a lot of effort to prevent quitting or letting employees go. The cognitive aim of this article is to answer the question of whether this transition is intended to be temporary or permanent—an issue which has not been recognized in the literature on the subject so far. The planned cognitive contribution is the verification of the hypothesis pertaining to the uneven occurrence of individual types of loyalty. The study was conducted on a nationwide, representative sample (n = 1000) with the use of the CAWI questionnaire. Research has confirmed that sustainable loyalty occurs more often than other types of loyalty. This is a balanced type of loyalty in which the commitment of the employer and the employee is equal, and the employee is attached to the organization and puts their trust in it. The obtained results were interpreted in the context of the influence of the pandemic.
Journal Article
What has employee loyalty to do with “love” to clients? Testing approaches to work as mediators
PurposeDrawing on the organizational psychology literature and social resource theory, this research aimed to investigate how attitude toward the employer (i.e. loyalty) and attitude toward the client (i.e. approach to work: professional, market-oriented and person-centered) relate to the perceived importance of socio-emotional resources in providing care to older people.Design/methodology/approachSwedish frontline care staff members participated in an electronic survey using a cross-sectional design. Mediation analyses were conducted to examine proposed direct and indirect effects of loyalty on the perceived importance of socio-emotional resources in care through three different approaches to work in care settings.FindingsIn general, the results confirmed the hypotheses. Thus, the analyses showed a positive association between employee loyalty and the perceived value of socio-emotional resources in care, which was partially mediated by the person-centered and professional approaches to work. Moreover, the analyses showed that the person-centered approach was more strongly related to the perceived value of socio-emotional resources in care than the other two approaches, lending support to the superiority of the person-centered approach in this context.Originality/valueThe study highlights that there exist multiple approaches to work in care settings. Also, the insights about how loyalty toward the employer relates to approach to work in care settings and the perceived value of socio-emotional resources in care are novel and of crucial importance to practitioners and the outcomes of care.
Journal Article
Linking employee loyalty with job satisfaction using PLS–SEM modelling
PurposeThe purpose of the present study is to empirically test a model that illustrates how person–job fit (PJF), person–organization fit (POF) and perceived supervisor support (PSS) as individualistic factors affect job satisfaction and employee loyalty in the Indian context.Design/methodology/approachA survey of the Indian managerial executives was conducted with a structured questionnaire to validate the proposed model. Responses of a sample of 220 have been tested using PLS–SEM modelling approach.FindingsThe factors PJF, POF and PSS are inferred to have significant impact on job satisfaction and also improve employee loyalty. In comparison to PJF and PSS, POF has emerged as the most influential determinant of the proposed model.Practical implicationsHR managers can adopt relevant practices and promote organizational policies in order to have loyal employees. This would also help organizations in increasing overall productivity at both individual and organizational levels. Recruiters could be provided with necessary tools and measures to find better and accurate means of mapping POF and PJF.Originality/valueEstablishing PJF, POF fit and PSS as individual-specific constructs, and job satisfaction as a mediator, leading to employee loyalty, is a significant contribution to research. This study finds uniqueness in the Indian context, in which these constructs have mostly been explored in isolation or as dyadic relations. Review of existing studies indicates an overlap of factors that influence both job satisfaction and employee loyalty.
Journal Article
The case for good jobs : how great companies bring dignity, pay, and meaning to everyone's work
\"Imagine you are a leader in a large company, and you volunteer at a local soup kitchen, helping the needy who can't afford warm meals. On your way out, the director stops you and says, \"I just need you to know that many of the people visiting our services are actually your employees.\" This really happened. The leader was shocked. He assumed that because the company paid market rate, the company was doing right by its employees. But market rate isn't a living wage. Market rate doesn't make good jobs. Many leaders want to provide good jobs. They want to pay more, provide dignity and meaning in people's work, and give them opportunities for growth. But they don't know how to start, or they don't think it can be done without hurting the bottom line. Most want to win with customers but are hobbled by a host of service and operational problems largely driven by high employee turnover-and that is partly driven by the low pay. It is indeed a vicious cycle, and Zeynep Ton is here to show the way out: why good jobs combined with strong operations always lead to good outcomes for the business. And why, more than ever in a post-pandemic world, failing to provide good jobs will catch up with you and threaten your business. Ton, the preeminent voice of the good jobs strategy, lays out plainly what most companies and leaders are doing wrong-and how to get it right. She shows that by choosing good jobs, companies are positioning themselves for future success. Practical, prescriptive, and often provocative, Leading with Good Jobs is essential reading for leaders of any company that wants to-needs to-choose excellence\"-- Provided by publisher.
Book
The influence of the physical work environment on retail employees
Purpose
Despite repeated calls for research to explore the effects of the physical work environment on employees within the servicescape literature, gaps in knowledge remain. There is a need to understand the nature, influence and impact of environmental stimuli (e.g. music, colour) on employees. Extant research remains ambiguous on whether employees perceive individual stimuli within their work environment or perceive and interact with their physical work environment as a holistic experience. This study aims to explore the influence of environmental stimuli on employees within their physical work environment and the effect on their satisfaction and loyalty.
Design/methodology/approach
A two-stage approach was applied, with expert interviews followed by an employee survey which was analysed using structural equation modelling.
Findings
This research validates a holistic physical work environment construct, consisting of five dimensions: Colour & Design, Cleanliness & Odour, Music, Lighting and Layout. This study provides empirical evidence of the impact of environmental work stimuli on employee satisfaction, a relationship which is mediated by pleasure.
Originality/value
Firstly, this study examines the neglected side of servicescape research: employees. Secondly, the findings support the view that employees do not perceive individual elements of their physical work environment as distinct and separate elements but rather perceive, and interact with, their physical work environment as an integrated whole. Evidence of how environmental stimuli at work increase employee job satisfaction is a key takeaway for retail practitioners focussed on improving service experiences for all actors.
Journal Article