Vol.54, No 2 (2021)

Jin-Nan WU

Anhui University of Technology, School of Business, Ma’anshan, Anhui

Mengmeng SONG

Anhui University of Technology, School of Business, Ma’anshan, Anhui

Joseph C. UGRIN

University of Northern Iowa, College of Business Administration, Cedar Falls

Lin LIU

Anhui University of Technology, School of Management Science and Engineering, Ma’anshan Anhui

Tingting ZHU

Anhui University of Technology, School of Business, Ma’anshan, Anhui

Abstract

Background/Purpose:  The purpose of this study is to illustrate the evolution of cyberloafing research and iden­tify the important papers in the development of cyberloafing knowledge.
Methodology: We identify a total of 116 research papers from the Web of Science (WOS) database that were pub­lished in top journals during 1997-2019. We performed citation analysis, co-citation analysis, and main path analysis to identify the most influential authors, countries, and institutions in the development of cyberloafing research, and graphically map the relationships between them.
Results: Cyberloafing research has progressed through three stages which we coin the emergent stage, the explo­ration stage, and the burgeoning stage. We also identify the relationships between articles and identify the distinct and significant knowledge streams, 16 influential papers that are seminal or highly sighted, and we identify the au­thors, institutions, and countries from which the research emerged. Researchers in the United States have produced the most research, followed by China, the United Kingdom, and Australia. The National University of Singapore produced the most research in our sample, and Vivian K. Lim of the National University of Singapore was the most influential author, anchored by her seminal piece on cyberloafing and organizational justice published in 2002.
Conclusion: This study is, to our best knowledge, the first to examine the development of cyberloafing research using evidence-based analysis methods. It depicts the development of the cyberloafing literature and identifies signif­icant streams that researchers can explore in the future. We conclude that future research should incorporate more direct measures of cyberloafing, examine individual consequences caused by too much cyberloafing, such as mental health.
Keywords: Cyberloafing, Citation analysis, Co-citation analysis, Main path analysis, Visualization

Mehmet ÇETİN

İstanbul Sabahattin Zaim University, Faculty of Business and Management Sciences, İstanbul

Gulmira SAMENOVA

İstanbul Sabahattin Zaim University, Graduate Education Institute, İstanbul

Filiz TÜRKKAN

İstanbul Sabahattin Zaim University, Graduate Education Institute, İstanbul

Ceylan KARATAŞ

İstanbul Sabahattin Zaim University, Graduate Education Institute, İstanbul

Abstract

Background/Purpose:  Although the critical role of affect in the leader-member relationship has been widely accepted, few studies investigated the impact of within-person affect variations in daily leader-member exchange (LMX) or addressed potential cross-level and intra-individual moderators of this relationship. This study examines the effects of followers’ positive and negative affect on their daily LMX in public health care organizations. The moderator roles of emotional labor and trait emotional intelligence were also investigated.
Methodology: A multilevel research design was conducted where daily measures were nested in individuals. Sev­enty participants working in a government health organization operating in Istanbul responded to daily surveys for five consecutive workdays (350 day-level responses) and a general survey one week after the daily data collection period (70 person-level responses). Hypotheses were tested using Hierarchical Linear Modeling (HLM).
Results: Both positive affect and negative affect were positively related with LMX (day-level), but negative affect had a negative association with LMX on the inter-personal level (when daily scores were averaged across days). Although trait emotional intelligence showed a positive cross-level effect, none of the proposed moderations was significant.
Conclusion: The role of affect in LMX development is critical and has a complex structure. Findings emphasize the importance of multilevel research for understanding the affect-LMX relationship as they demonstrate different pic­tures in day-level and person-level analysis.
Keywords: Positive affect, Negative affect, Emotional labor, Leader-member exchange, Trait emotional intelligence, Day-level interaction

Phuong TRAN HUY

National Economics University, Hanoi

Hong Chuong PHAM

National Economics University, Hanoi

Abstract

Background/Purpose:  Management Commitment to Service Quality (MSCQ) has been found to positively pre­dict employee’s service quality and service behaviors in different service industries. In the context of sharing econ­omy, the relationship between company and service providers is different from traditional employment relationship. For car-hailing service, drivers are mainly classified as contractors rather than employees. It is, therefore, necessary to understand whether MSCQ influences drivers’ service quality in a car-hailing context.
Design/Methodology/Approach: Data were collected from 214 GrabCar drivers in Vietnam using online and offline survey. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for data analysis.
Results: The findings suggest that three dimensions of MCSQ, namely reward system, technology support and or­ganizational support exert significant direct impact on drivers’ service behaviors. In addition, job involvement plays an intermediary role in the relationship between MCSQ and service behaviors.
Conclusion: This study expands previous research on MCSQ to the car-haling service and confirms the role of job involvement as an important mechanism to improve service quality provided by drivers. Due to the characteristics of the company-service providers’ relationship in the sharing economy, the mechanisms through which MCSQ influ­ences providers’ service performance need to be investigated in further details.
Keywords: Management commitment to service quality (MCSQ), Service behaviors, Job involvement, Car-hailing, Sharing economy, Vietnam

Erik RUŽIĆ

Juraj Dobrila University of Pula, Faculty of Economics and Tourism “Dr. Mijo Mirković”, Pula

Dragan BENAZIĆ

Juraj Dobrila University of Pula, Faculty of Economics and Tourism “Dr. Mijo Mirković”, Pula

Abstract

Background/Purpose:  Innovativeness and new product commercialization are highly important for companies. Therefore, a deep understanding of the impact of all potentially influential drivers of success is critical. The purpose of the paper is to explore the impact of internal knowledge sharing on new product selling and sales innovativeness as well as the impact of empowerment on internal knowledge sharing and, indirectly, on new product selling and sales innovativeness.
Design/Methodology/Approach: The research encompassed 101 salespeople working at the top 1000 value add­ed creators in Croatia. The questionnaire was developed and adapted using four scales, to assess internal knowl­edge sharing, new product selling, sales innovativeness, and empowerment. The data was analyzed by using the PLS-SEM method to examine the relationships between constructs.
Results: As evidenced by the survey results, internal knowledge sharing positively impacts new product selling and sales department’s innovativeness, and empowerment is positively linked to internal knowledge sharing and, indirectly, to new product selling and sales department’s innovativeness.
Conclusion: Managers should underpin different activities in order to enhance empowerment and internal knowl­edge sharing with the aim to affect companies’ performance in commercialization of a new product and sales depart­ment’s innovativeness. Future research could include moderator variables between the empowerment construct and the internal knowledge sharing construct and deepen the insight into the type of information shared, the dynamics of sharing and the barriers in the process, and other factors that positively affect knowledge sharing.
Keywords: New product selling, Sales department’s innovativeness, Internal knowledge sharing, Empowerment, Salespeople

Anton IVASCHENKO

Samara State Technical University, Samara

Alfiya R. DIYAZITDINOVA

Povolzhskiy State University of Telecommunications and Informatics, Samara

Abstract

Background/Purpose:  The growing role and involvement of Artificial Intelligence in modern digital enterprises leads to a considerable reduction of personnel and reorientation of the remaining staff to new responsibilities. How­ever, in many areas like services and support the total elimination of the employed human resources still remains impossible. It is proposed to study the organisational problem of finding the optimal proportion of computer agents and human actors in the mixed collaborative environment.
Methods: Using the technology of semantic and statistical analysis, we developed an original model of computer agents’ and human actors’ cooperative interaction and an optimization method, which is novel in considering the focus of the executors while calculating the compliance indicators.
Results: The problem was studied by an example of service desk automation. Considering the semantics of the problem domain in the form of ontology introduces the logic for better distribution and automation of tasks.
Conclusion: In a modern digital enterprise there exists and can be estimated a rational balance between the computer agents and human actors, which becomes a significant indicator of its performance. In general, human actors are preferable for processing unpredictable events in real time, while agents are better at the modelling and simulation.
Keywords: Service organisations automation, Artificial intelligence, Human resources, Decision-making support