This study examines the effects of servant leadership and service technology on frontline bank employees’ turnover intentions, mediated by job satisfaction and organizational commitment. A conceptual framework is developed based on the tenets of the resource-based view of the firm and the self-determination theory to test the hypothesized relationships. Frontline employees of a bank serve as the study setting. The results indicate that servant leadership and service technology affect employees’ turnover intentions through job satisfaction and organizational commitment where servant leadership plays a stronger role. We discuss the implications of our findings and offer future research avenues.

This study examines the role of service worker customer orientation (CO) as a buffer against the detrimental effects of job burnout on job performance and turnover intentions. Data collected from frontline bank employees serve as the study setting. The tenets of the attribution theory are used in developing the study hypotheses. Results show that CO moderates the detrimental effects of job burnout on both job performance and turnover intentions, where the effects of job burnout on both outcomes are weaker for frontline employees with higher CO. Hiring employees high on CO for frontline positions should pay dividends in managing burnout and its negative consequences on job performance and turnover intentions.

This study examines the effects of customer orientation and servant leadership on frontline employees' burnout and, subsequently, on their turnover intentions. Also investigated in the study is the intervening role of person-job fit in the process. Data collected from 530 frontline bank employees in New Zealand serve as the study setting. Results show that both customer orientation and servant leadership significantly reduce burnout and ultimately turnover intentions. Results also show that person-job fit mediates the influences of customer orientation and servant leadership on burnout and turnover intentions. Implications of the results are discussed and future research avenues are offered.

This study develops and tests a model which investigates the simultaneous effects of job demands, job resources, and a personal resource (intrinsic motivation) on emotional exhaustion and turnover intentions. Frontline hotel employees in Ankara, Turkey serve as the study setting. Among others, results show that job demands (role conflict and role ambiguity) trigger frontline employees' emotional exhaustion and turnover intentions. Job resources (supervisory support, training, empowerment, and rewards) and intrinsic motivation reduce emotional exhaustion. Implications of the findings are discussed and directions for future research are offered.

This study develops and tests a turnover intentions model, which examines the effects of frontline employees' perceptions of management concern for employees and customers on turnover intentions, mediated by job satisfaction and affective organizational commitment. Using this model as a framework, the authors explore the role of employment status (full-time vs. part-time) as a moderator of the aforementioned relationships. The results indicate that perceived management concern for employees and customers has significant effects on employees' turnover intentions. Employment status moderates the relationships between perceived management concern for employees and affective organizational commitment, perceived management concern for customers and job satisfaction, and affective organizational commitment and turnover intentions. Implications of the findings are discussed and future research avenues are offered.

This study investigates which aspect of a service (core or relational) is more instrumental in inducing higher customer satisfaction and more positive behavioral outcomes among male and female bank customers. A large-scale survey of the customers of a national bank in New Zealand serves as the study setting. Results are presented and their implications to induce greater customer satisfaction and favorable outcomes are discussed. Avenues for future research are offered.

Thesis advisor: Judith Vessey / Purpose: The purpose of this study was to explore the relationships between psychological safety, perception of working in a high reliability organization (HRO) and safety event reporting intentions among pediatric nurses working in acute care. Background: The quality and safety of patient care is dependent upon nurses to report safety events and near-misses in order to address systems’ issues and identify improvement opportunities. To encourage feedback and promote reporting, many health care organizations have adopted the high reliability framework and strategies to promote team psychological safety. A dearth of literature exists on how the pediatric nurse perceives their workplace. This study addressed this gap by measuring the pediatric nurse’s level of psychological safety, perception of whether or not they work in an HRO and their safety event reporting intentions. Methods: Using nonprobability convenience sampling, data were collected from pediatric nurses (N=244) during a one-time, anonymous, 10-minute web-based survey. The survey was distributed to members of the Society of Pediatric Nurses (SPN) and by members of the National Pediatric Nurse Scientist Collaborative (NPNSC) to their respective constituent groups. The online survey comprised of four sections: a demographic form, the Safety Organizing Scale (SOS), the Team Psychological Safety Scale, and the Intention to Report Safety Events Scale. A two-part statistical model was fit using logistic regression and linear regression. Results: Psychological safety was found to have a positive and statistically significant relationship with Intention to Report Safety Events Scores (p<0.01; β=0.274). The findings also revealed that when all other variables were excluded from the statistical model, a positive and statistically significant relationship between HRO perception and safety event reporting intentions (p=0.034) existed. The logistic regression model revealed that the odds of a pediatric nurse achieving the highest safety reporting intention score of 7 increased by a factor of 0.3 with each additional year of practice. Conclusions: The findings demonstrated that a nurse’s perception of whether they work in a high reliability setting and how psychologically safe they feel profoundly effects their attitude towards safety event reporting. This work advances the state of the science by demonstrating how workplace culture, and specifically psychological safety and the HRO framework, influences reporting intentions. The information gained from this study will be useful to organizational leaders and professional groups who seek to improve patient safety reporting systems, communication strategies and existing workplace cultures. / Thesis (PhD) — Boston College, 2022. / Submitted to: Boston College. Connell School of Nursing. / Discipline: Nursing.

Konsumenter idag visar stort intresse för hållbarhet, vilket blir en allt viktigare fråga i dagens modeindustri. Hur modeföretag på den svenska marknaden väljer att marknadsföra och kommunicera sitt hållbarhetsarbete har stor inverkan på konsumenters attityder och köpintentioner. Syftet med studien är att undersöka hur dessa attityder och köpintentioner påverkas av svenska modeföretags hållbarhetskommunikation. Konsumenterna som undersöks är kvinnor i åldrarna 20-40, som handlat på den svenska marknaden under de senaste 12 månaderna. Utifrån studiens syfte har frågor formulerats, vilka undersöker hur populationen i fråga uppfattar det marknadsförda hållbarhetsarbete som svenska modeföretag framställer, samt vilka attityder och köpintentioner som finns utifrån detta. För att undersöka konsumenters attityder till hållbarhetsarbete har empiriskt material samlats in genom en onlinebaserad enkätundersökning, vilken blivit besvarad av totalt 113 respondenter. Resultatet av studien visar att konsumenter anser att hållbarhet är en viktig del av svenska modeföretags arbete. Den marknadsföring som svenska modeföretag idag kommunicerar anses vara otydlig och inte tillräckligt transparent. Studien visar även att konsumenter i vissa fall kan tänka sig betala ett högre pris för en vara som är hållbart producerad, men att det finns andra faktorer som har större inverkan på köpintentioner än just hållbarhet. Slutsatsen av studien visar att engagemanget växer från konsumenternas sida när det kommer till att handla hållbart producerat mode, samt att de ställer högre krav på modeföretagen.

The purpose of this study was to identify the impact of interpersonal working relationships on employees' justice perceptions and the effects of those perceptions on employees' work-related attitudes and behavior in the hospitality industry. This study examined the mediating role played by distributive and procedural justice in linking leader-member exchange and job satisfaction, organizational commitment, and turnover intentions in the hospitality industry. The model was evaluated using structural equation modeling (SEM). The results indicated that distributive justice had a direct positive influence on job satisfaction and was negatively related to turnover intentions. Distributive justice was also found to have a strong impact on procedural justice. Procedural justice had a direct positive influence on job satisfaction. However, procedural justice was negatively related to organizational commitment, and was positively associated with turnover intentions. Thus, distributive justice played a more vital role in employees' work-related outcomes than did procedural justice. This study also indicated empirical evidence of the impact of interpersonal working relationships on employees' justice perceptions. That is, the quality of interpersonal working relationships promoted employees' perceptions of fairness. Therefore, both distributive and procedural justice played a vital mediating role in the relationships among LMX, and job satisfaction, organizational commitment, and turnover intentions. This study provides guidelines to help managers better understand how to reduce employee turnover, increase job satisfaction and organizational commitment, and make better decisions about outcomes and procedures for their employees. / Ph. D.

Law enforcement organizations have been facing a challenge with maintaining an adequate level of personnel due to an increased rate of employee turnover, which has been shown to have a negative impact on an agency's ability to reduce both property and violent crimes. The purpose of this cross-€sectional, quantitative study was to examine job embeddedness as a predictor of turnover intentions among municipal law enforcement officers by using the human capital theory as the theoretical foundation. To collect the data, a survey link was distributed to all personnel of a large, municipal law enforcement agency in the southeastern United States; only full-€time, commissioned law enforcement personnel were included in the study, which resulted in a sample size of 107. Linear regression was used to analyze the data. Job embeddedness and turnover intentions had a statistically significant and negative correlation (r = €.656, p < .001). In addition, the bivariate linear regression model significantly predicted turnover intentions, F(11, 106) = 79.135, p < .001); job embeddedness was responsible for 42.4% (adjusted R2 = .424) of the variance in turnover intentions. When job embeddedness decreases, turnover intentions increase, and when job embeddedness increases, turnover intentions decrease. The study has implications for positive social change as it established the relationship between job embeddedness and turnover intentions among law enforcement officers. The results provide support for using the concept of job embeddedness to inform retention programs aimed at reducing voluntary turnover. Reducing voluntary turnover has the potential to maximize the ability of an agency to meet its crime control mission and to reduce costs associated with recruitment and training new employees, which will allow for more funding to go directly to the provision of services.