DAC 1.ppt -1.ppt
- 1. Structure of Presentation 1. Review of Literature 2. Conceptual Framework 3. Progress 4. Research Methodology 5. References
- 2. SRS ( JD-R Service Recovery System and JD-R Formality Decentralization Comprehensiveness Human Intensity System Intensity Influence Accessibility Job Demand Work overload Physical Demands Emotional Demands Work Home Inference Job Resource Autonomy Feedback Social Support Supervisory Support SRS JD - R Unit level Individual Level Smith, Karwan & Markland, 2009 Wilmar b. Schaufeli1*, a. B. B., & rhenen3, a. W. Van. (2009); (Bakker Arnold B. & Demerouti Evangelia, 2007)
- 3. ESRP - CJP Apology Courtesy Explanation Problem Solving Prompt Handling Distributive Justice Procedural Justice Interactional Justice Informational Justice ESRP (Masnita Siagian & Triyowati, 2015) CJP (Homburg, Fürst & Koschate, 2009); (Söderlund & Colliander, 2015) Satisfaction Service Assessment Repurchase Intension Corporate Image Continuity Company characteristic Over Reward Type of Failure Locus of Attribution Relationship Quality Variables of Prior Research DV IV ESRP CJP Relationship Between Constructs ESRP ESRP Unit Leve l Individua l Level CJP Antecedent Outcome
- 4. JD-R - ERP Job Demand Work overload Physical Demands Emotional Demands Work Home Inference Job Resource Autonomy Feedback Social Support Supervisory Support Apology Courtesy Explanation Problem Solving Prompt Handling ERP (Masnita Siagian & Triyowati, 2015, Liao, 2007) JD - R Wilmar b. Schaufeli1*, a. B. B., & rhenen3, a. W. Van. (2009); (Bakker Arnold B. and Demerouti Evangelia, 2007) Job Demands Turnover Intension FLE Service Recovery Performance Outcomes Job Resources Job Satisfaction Organizational Commitment Organizational Outcomes Engagement Job Performance Service Failure Severity Formality Knowledge Sourcing Behavior Disproportionate Customer Expectation Job Demand Variables of Prior Research JD-R (Rod and Ashill, 2009; Ashill and Rod, 2011); (Rod and Ashill, 2009; Ashill and Rod, 2011); (Schaufeli, 2015) ; (Bakker Arnold B. and Demerouti Evangelia, 2007) ERP (Weun et al., 2006) (Smith, Karwan and Markland, 2009); (van der Heijden et al., 2013); (Rod and Ashill, 2009) Outcomes Antecedents Relationship Between Constructs
- 5. JD-R – burnout & Work Engagement Job Demands Work overload Physical Demands Emotional Demands Work Home Inference Job Resources Autonomy Feedback Social Support Supervisory Support Burnout Emotional Exhaustion Depersonalization Personal Accomplishment Work Engagement Vigor Dedication Absorption Burnout & WE (Ledgerwood, Crotts and Everett, 1998; Maslach, Schaufeli and Leiter, 2001; Law and Tam, 2007) (Hakanen, Bakker and Demerouti, 2006) JD – R Wilmar b. Schaufeli1*, a. B. B., & rhenen3, a. W. Van. (2009); (Bakker Arnold B. and Demerouti Evangelia, 2007) Job Demands Turnover Intension FLE Service Recovery Performance Outcomes Job Resources Job Satisfaction Organizational Commitment Organizational Outcomes Engagement Job Performance Challenge stressors Hindrance stressors Job Resource Variables of Prior Research JD-R (Babakus et al., 2003; Rod and Ashill, 2009); (Hakanen, Bakker and Demerouti, 2006); (Crawford, Lepine and Rich, 2010); (Bakker and Demerouti, 2008) ; (Schaufeli, 2015); (Karatepe and Sokmen, 2006; Rod, Ashill and Carruthers, 2008) Burnout & WE (Crawford, Lepine and Rich, 2010); Outcomes Antecedents Relationship Between Constructs
- 6. Burnout - Work Engagement & ERP Burnout Emotional Exhaustion Depersonalization Reduced level of Personal Accomplishment Work Engagement Vigor Dedication Absorption Apology Courtesy Explanation Problem Solving Prompt Handling Burnout & WE (Ledgerwood, Crotts and Everett, 1998; Maslach, Schaufeli and Leiter, 2001; Law and Tam, 2007) (Hakanen, Bakker and Demerouti, 2006) ERP (Masnita Siagian & Triyowati, 2015, Liao, 2007) Burnout Trust Cohesion Reward deliver quality service Increased Job Demand WE Increased Job Resource Positive Patient Contact Organizational Commitment Service Failure Severity Formality Knowledge Sourcing Behavior Disproportionate Customer Expectation Job Demand Variables of Prior Research Burnout & WE (Crawford, Lepine &Rich, 2010); (Ledgerwood, Crotts & Everett, 1998); (Law & Tam, 2007); (Maslach, Schaufeli & Leiter, 2001) Outcomes Antecedents ERP (Weun et al., 2006); (Smith, Karwan and Markland, 2009); (van der Heijden et al., 2013); (Rod and Ashill, 2009) Relationship Between Constructs
- 7. Objectives Data Collection Structured Method Package To examine the relationship between service recovery system and job resources & job demands among front-line employees in the hospitality sector. Survey Correlation/ Hierarchical Regression SPSS To investigate the effects of employee service recovery performance on customer justice perceptions Survey Correlation/ Hierarchical Regression SPSS To analyze the direct and interactive effects of job resources & job demands on employee service recovery performance Survey Correlation/ Hierarchical Regression SPSS To determine the direct and interactive effects of job resources & job demands on employee burnout and work engagement among front-line employees in the hospitality sector Survey Correlation/ Hierarchical Regression SPSS To Investigate the effect of varying levels of Employee burnout and Work Engagement on Employee Recovery Performance among front-line employees in the hospitality sector Survey Correlation/ Hierarchical Regression SPSS Data Analysis Techniques