The Influence of Employee Emotion Fluctuation on Service Performance: An Experience Sampling Data Analysis

Leading matters! Linking compassion and mindfulness in organizations through servant leadership

Regardless of where they are, humans are inherently human. In this study, we explore the relationship between compassion, mindfulness, and servant leadership contributing to an overall feeling of safety. Adopting a humanistic approach to human resource management, we examine how compassion and mindfulness intersect under the lens of the Conservation of Resources (COR) theory. Our investigation focuses on understanding how servant leadership facilitates the cultivation of mindfulness through compassion. Using structural equation modeling (SEM), we analyze data gathered from 360 workers across diverse occupational sectors. Our findings provide empirical support for the hypothesis that compassion, manifested as a response to suffering, enhances mindfulness levels in the workplace. Specifically, we observe that organizations promoting servant leadership principles are conducive to higher levels of mindfulness among employees. Practically, our study underscores the importance of designing work contexts that prioritize compassion and servant leadership. By doing so, organizations can foster a positive work environment that promotes mindfulness and enhances workplace safety. Our research contributes to the management literature by offering empirical evidence on the role of servant leadership in cultivating compassion and mindfulness, thereby advancing the discourse on workplace safety and organizational well-being.

Research on the consequences of employees' unethical pro-organizational behavior: The moderating role of moral identity

Introduction

In recent years, employees' unethical pro-organizational behavior (UPB) has become a social hot issue. This behavior benefits their organization or colleagues while violating core social ethics. Numerous studies have predominately focused on identifying the antecedents and formation mechanisms of UPB. However, only a few studies have focused on the effects and outcomes of UPB. Moreover, guilt triggered by unethical behaviors can motivate individuals to adopt pro-social behaviors, but studies on the effects of UPB on pro-social behavior of actors are rather limited. Therefore, this study explores the underlying relationship between employees' UPB and their own pro-environmental behavior based on the conservation of resources theory.

Methods

Through collecting data (N = 319) from a Chinese online survey company in different time intervals, the theoretical model was tested by the application of Amos 27.0 and SPSS 25.0 for analysis of the data. The CFA, descriptive analysis, hierarchical regression were illustrated in the article.

Results

This study demonstrated that, through emotions of guilt, employees' UPB is negatively correlated with their own environmental protection act. While this relationship is being examined, moral identity plays this mediating role, which can moderate the indirect relationship between employees' UPB and their environmental behavior through guilt.

Discussion

The purpose of the research was to identify the influence mechanisms that contribute to employees' pro-organizational but unethical behavior. With guilt serving as the mediating variable and moral identity serving as the moderating variable, a research model built on the principle of the conservation of resources theory was constructed. This research examines the impact mechanism and boundary conditions of UPB on individual pro-environmental behaviors from the perspective of employees. This paper discusses the theoretical and practical implications of the report's results.

Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality

Guided by the service-dominant logic, hospitality employees have to occasionally engage in pro-customer deviance to offer customized service. While pro-customer deviance has been linked with several customer attitudinal outcomes, the different customers' emotional and behavioral responses have not yet been clarified. This study explored customers' responses toward customer-contact employees and enterprises. In addition, to investigate the emotional and cognitive mechanisms underlying those response processes, this study introduced gratitude toward employee and customer–company identification as mediators in the relationship between pro-customer deviance and a series of customer extra-role behaviors. A multisource field study was conducted to test a two-stage structural equation model. The results showed that pro-customer deviance is positively related to customers' positive feedback and service friendship toward employees via gratitude. Also, the customer–company identification is found to play a mediation role between pro-customer deviance and customers' advocacy and prohibitive voice toward an organization. Theoretical and managerial contributions are also discussed at the end.

A Telecommuting Experience Service Design Decision Model Based on BP Neural Network

Introduction

The telecommuting experience and job performance have been significantly impacted by the COVID-19 pandemic, and job performance stability of telecommuting employees has become a critical concern.

Objective

A decision model for telecommuting experience service design was constructed based on a backpropagation (BP) neural network to provide a theoretical basis for enterprises to evaluate telework performance and the psychological health of employees.

Methods

The analytic hierarchy process (AHP) was used to determine the core stakeholders. The grey relational analysis (GRA) method and the NASA Task Load Index (NASA-TLX) scale were used to measure the factors affecting employees’ telecommuting experience and job performance. A BP neural network relationship model of employees’ telecommuting experience was established to predict its impact on employees’ job performance.

Results

Based on the model prediction results, a service system map was created, and the potential to enhance the telework performance of employees was evaluated.

Discussion

It was concluded that the factors affecting the telecommuting experience were diverse, but emotions had the dominant influence. Significant positive correlations were found between emotional impact and temporal perception, execution difficulty, and communication barriers.

Conclusion

The proposed decision model for telecommuting experience service design accurately predicted the impact of telecommuting efficiency, providing an effective approach for innovative remote management.