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| Journal of Asian Business and Economic Studies |
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Vol. 30(3)
, September 2023, Page 210–225
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| How ostracism jeopardizes customers' interests at restaurants: a study in context of COVID-19 |
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| Ambreen Sarwar & Muhammad Ibrahim Abdullah & Muhammad Kashif Imran & Nazia Rafiq |
DOI: https://doi.org/10.1108/JABES-12-2021-0215
Abstract
Purpose
With theoretical underpinnings in the conservation of resources theory, this research aims at understanding the link between workplace ostracism (WPO) and its effects on customers' interests in the context of COVID-19, with the mediation of stress and moderation of self-efficacy (SE).
Design/methodology/approach
The study followed a time-lagged design. A sample of 217 frontline employees working in the food sector of southern Punjab, Pakistan, responded to the study questions using the survey method with structured questionnaires. A Statistical Package for the Social Sciences (SPSS) tool was utilized for data analysis with bootstrapping and PROCESS macro.
Findings
The findings show that an important mechanism by which ostracism translates into customer service sabotage (CSS) is the increase in perceived stress levels of the employees. Additionally, SE was found to be an important personal resource that acts as a moderator in the said relationship.
Practical implications
Employees with high SE sense less workplace stress even during a pandemic. Leadership should consider the stress-alleviating effect of SE for lessening the damaging influence of WPO on customers.
Originality/value
The study fills an important empirical gap in the context of the COVID-19 pandemic, by showing that due to resource loss perceived by employees while being targeted by ostracism, they may decide to transfer their frustration towards organizational customers by sabotaging their service experience.
Keywords
Stress, Self-efficacy, Workplace ostracism, Customer service sabotage, COVID-19
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Investigating the social impact of green innovation: an exploratory study of Vietnamese organisations using “concept cards” interviewing
2025, Journal of Asian Business and Economic Studies
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Abstract
Purpose
Green innovation by organisations has the potential to create social impact across five dimensions: social capital, collective identities, environmental literacy, community well-being and human capital. However, the link between green innovation and these dimensions of social impact is underexplored, particularly in developing countries such as Vietnam, where environmental policies are still being framed. Thus, this study provides an exploratory analysis of the social impact of green innovation undertaken by organisations in Vietnam.
Design/methodology/approach
The perspectives of a focal organisation in Vietnam and three related stakeholders are examined. Data were obtained from the research participants using a photo-elicitation interviewing strategy with concept cards. A hybrid deductive–inductive approach to thematic analysis identified five themes.
Findings
There is evidence that green innovation positively influences social impact across the five identified dimensions. Additionally, the analysis suggests that green innovation can generate spillover effects amongst stakeholder organisations.
Research limitations/implications
An obvious limitation of this study is that it is based solely on interviews of executives and managers linked to a focal organisation that is already undertaking green innovation. Due to time and resource limitations, it was not possible to examine other sources of information, such as documentary evidence, which would have increased the reliability of the data.
Practical implications
This paper makes two contributions. First, it presents stakeholders’perceptions of the social impact of an organisation’s implementation of a green innovation strategy. Second, the study demonstrates the use of a novel photo-elicitation technique – concept cards – in undertaking interviews with busy business executives. Such an approach has rarely been used in business settings.
Social implications
This study provides managers with a framework for measuring the social impact of their green initiatives. It is no longer sufficient to evaluate a firm’s financial performance alone. With a growing emphasis on the United Nations Sustainable Development Goals, managers must be able to report the impact of their work beyond business boundaries. Our research findings are also insightful for policymakers working in innovation-related government, providing a comprehensive framework for evaluating the social impact of innovation.
Originality/value
This study investigates the emerging concept of green innovation using a novel “concept cards” interviewing technique. The perceptions of individuals from a sample of organisations in Vietnam provide a practical foundation for organisations’ future development of effective green innovation strategies.
The effect of internal branding on organisational financial performance and brand loyalty: mediating role of psychological empowerment
2025, Journal of Asian Business and Economic Studies
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Abstract
Purpose
This study explores the effect of internal branding on organisational financial performance and brand loyalty with the mediating role of psychological empowerment.
Design/methodology/approach
The data gathered from 200 Pasargad insurance employees in Iran were analysed. Structural equation modelling and R were used to evaluate the model. Financial performance was measured by four concepts (ROI, ROE, Sales growth, ROA) based on available data from March 2010 to March 2020.
Findings
The results revealed that internal branding and psychological empowerment have no significant effect on financial performance, but both have a significant positive effect on brand loyalty. Likewise, the mediating role of psychological empowerment on the subject of the impact of internal branding on brand loyalty was confirmed. Furthermore, psychological empowerment did not play a mediating role in the impact of internal branding on financial performance.
Research limitations/implications
The findings of this study could be important for managers of organisations active in the insurance industry to highlight internal branding and enhance psychological empowerment and employee brand loyalty. Moreover, managers' perception of the effective role of psychological empowerment to enhance employee brand loyalty is another practical aspect of this research.
Originality/value
Considering the mediating role of psychological empowerment to the effect of internal branding on financial performance and brand loyalty is an innovative aspect of the present study. Meanwhile, the use of R software for VB-SEM was another point to surge the value of this paper.
Performance implications of the interaction between the accountants’ participation in strategic decision-making and accounting capacity
2025, Journal of Asian Business and Economic Studies
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Abstract
Purpose
Based on the contingency theory and resource-based view, this study develops and tests a moderated mediation model explaining the performance implications of the interaction between the accountants’ participation in strategic decision-making (APAR) and accounting capacity (ACAP) in promoting the use of management accounting systems (MAS) toward enhancing firm performance.
Design/methodology/approach
Using partial least squares structural equation modeling, the authors tested the proposed model and its hypotheses with survey data from 340 large Vietnamese firms.
Findings
The results indicate that (1) MAS act as the full mediator in the positive relationship between APAR and firm performance, and (2) ACAP positively moderates the effect of APAR on the use of MAS.
Originality/value
This study bridges the gap between accounting and strategic management literature by elucidating the mechanism by which the involvement of accountants in strategic issues improves the use of MAS toward enhancing firm performance and increases the current understanding of ACAP as a boundary condition for this mechanism.
Undermining alienative commitment through spiritual leadership: a moderated mediation model of social capital and political skill
2023, Journal of Asian Business and Economic Studies
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Abstract
Purpose
The purpose of the present study is to examine the relationship between spiritual leadership and employees' alienative commitment to the organization, both directly and indirectly, via employee social capital. We also test the role of employee political skill as a boundary condition of the indirect spiritual leadership–alienative commitment link.
Design/methodology/approach
Time-lagged data were collected from 491 employees in various manufacturing and service organizations. Data were analyzed using structural modeling equation in Mplus (8.6).
Findings
Spiritual leadership was negatively associated with alienative commitment, both directly and indirectly, via social capital. Employee political skill moderated the indirect relationship between spiritual leadership and alienative commitment, such that the relationship was stronger when employee political skill was high (vs low).
Practical implications
The demonstration of spiritual leadership's behaviors by both managers and employees can develop employees' social capital at work, which in turn can reduce employees' negative commitment to the organization. Likewise, improving employees' political skills can help leadership diminish alienative commitment.
Originality/value
The present work contributes to the literature on spiritual leadership by foregrounding how and why spiritual leadership undermines employee alienative commitment to the organization. By doing so, the study also enhances the nomological networks of the antecedents and outcomes of social capital and contributes to the scant literature on negative alienative commitment. Given the prevalence and negative repercussions of alienative commitment for employees' and organizations' productivity and performance, our findings are timely and relevant.
The effect of transformational leadership on nonfamily international intrapreneurship behavior in family firms: the mediating role of psychological empowerment
2021, Journal of Asian Business and Economic Studies
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Abstract
Purpose
The study aims to reveal the effects of transformational leadership on nonfamily employee international intrapreneurship with the mediating role of psychological empowerment.
Design/methodology/approach
The study sample consists of 379 employees at 132 family export and import firms in Ho Chi Minh City of Vietnam. The data is analyzed by a partial least squares structural equation modeling (PLS-SEM).
Findings
The paper reveals that transformational leadership had a positive and significant influence on nonfamily employee international intrapreneurship. The effect of transformational leadership on international intrapreneurship is strongly mediated by psychological empowerment.
Practical implications
Family firms would have to form the architecture and mechanisms for supporting the dedication of nonfamily international intrapreneurship actions with transformational leadership and psychological empowerment.
Originality/value
The paper grants the driving mechanism of the transformational leadership on nonfamily employee international intrapreneurship through the mediating role of employee psychological empowerment in the context of family businesses in an emerging market.
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