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Journal of Asian Business and Economic Studies |
Vol. 27(3)
, October 2020, Page 303-314
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Customer orientation: The interactive effect of role clarity and learning goal orientation |
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Klaus J. Templer & Jeffrey C Kennedy & Riyang Phang |
DOI: 10.1108/JABES-12-2019-0122
Abstract
Purpose - Customer orientation of service employees relates to customer satisfaction and loyalty, sales growth and business performance. Drawing from conservation of resources (COR) theory, the aim of this study was to test the interactive effects of service employees' role clarity and learning goal orientation on customer orientation. Specifically, it was hypothesized that even under conditions of low role clarity, service employees with high learning goal orientation would maintain a high level of customer orientation.
Design/methodology/approach - Participants were 323 employees of 4- and 5-star hotels in Singapore. Using questionnaires, they reported their role clarity, learning goal orientation and customer orientation. For hypothesis testing, moderated regression analysis was performed.
Findings - Role clarity and learning goal orientation were significantly related to customer orientation, and in support of the hypothesis, the interaction effect of role clarity and learning goal orientation was also significant. With high role clarity, all employees showed high customer orientation. But with low role clarity, only employees with high learning goal orientation demonstrated high customer orientation.
Practical implications - The recommendations from this study are to include learning goal orientation as a selection criterion for service employees and to clearly define the roles of existing service employees, especially for those with low learning goal orientation.
Originality/value - The originality and value of this study lies in highlighting the importance of learning goal orientation especially under conditions of low role clarity.
Keywords
"Conservation of resources (COR) theory, Customer orientation, Role clarity, Role ambiguity, Learning goal orientation, Moderated regression analysis"
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Effects of EVFTA on Vietnam’s apparel exports: An application of WITS-SMART simulation model
2021, Journal of Asian Business and Economic Studies
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Abstract
The textile and apparel industries play an important role in Vietnam’s economy in general and the manufacturing sector in particular. As a matter of fact, Vietnam ranks as one of the leading suppliers of textile and apparel for major economies in the world, including the European Union. This paper attempts to examine the potential impacts of the European Union - Vietnam Free Trade Agreement on the export of Vietnam’s apparel at three levels: 2, 4, 6–digit HS respectively, assuming full liberalization from Vietnam to European Union by 2026. An analysis is undertaken using WITS-SMART model to identify the variation of Vietnam’s apparel export as well as to predict some most affected products if European Union - Vietnam Free Trade Agreement is in full application. As a result, Vietnam’s apparel exporting to European Union will increase significantly by 42% compared to the base year (2016) and is expected to reach US$4.220 billion in the next 8 years. Due to trade diversion dominates over trade creation effect, Vietnam’s apparels will get more gains than non - European Union - Vietnam Free Trade Agreement members; however, this result is not because of an effective allocation of resources. Therefore, policy makers should implement some remedies to improve the competitivey of Vietnam’s apparels, to reduce the production price to bring advantages for both Vietnam and Europe.
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Performance implication of budgetary participation and learning goal orientation: Empirical evidence from Vietnam
2019, Journal of Asian Business and Economic Studies
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Abstract
This study develops and empirically validates a Participation–Learning–Innovation–Performance chain by integrating employees’ budgetary participation, learning goal orientation, innovative behaviors, and job performance. In particular, this study evaluates the mediating effect of employees’ learning goal orientation on the relationship between their budgetary participation and innovative behaviors, and then examines the performance effect of these innovative behaviors on subsequent job performance. The hypotheses were empirically tested using a sample of 337 mid- and low-level managers from business organizations in Vietnam. Partial least squares-structural equation modeling was performed to test the hypotheses. The findings indicate that: (1) Employees’ learning goal orientation acts as a transmitting device that connects their budgetary participation and innovative behaviors, and (2) these behaviors in turn lead to enhanced job performance. From these findings, this study proposes theoretical and managerial implications regarding designing a favorable budgetary environment for positive employees’ performance outcomes.
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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.
Performance implication of market orientation and use of management accounting systems: The moderating role of accountants’ participation in strategic decision making
2020, Journal of Asian Business and Economic Studies
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Abstract
Purpose – Drawing upon the resource-based view and the contingency theory, the purpose of this paper is to build and test a framework of: the interaction between market orientation (MO) and accountants’ participation in strategic decision making; and its subsequent effect on the use of management accounting systems (MASs), which, in turn, enhances firm performance.
Design/methodology/approach – The hypotheses were empirically tested using partial least squarestructural equation modeling with survey data from 171 large business firms in Vietnam. The standardized root mean squared residual value of the composite model was also examined using SmartPLS3 to test the model fit. The marker-variable technique was employed to test common method bias.
Findings – This study has two key findings: first, the use of MAS (in terms of broad scope, timeliness, aggregation, and integration) mediates the effect of MO on firm performance. Second, the degree of accountants’ participation in strategic decision making elevates the positive relationship between MO and the use of MAS.
Originality/value – This study is one of the first empirical attempts to test the contingent roles of accountants’ participation in strategic decision making and the use of MAS information in driving performance of market-oriented firms in the context of a transition market.
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