Improving Service Delivery: Investigating the Role of Information Sharing, Job Characteristics, and Employee Satisfaction.

Purpose – The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus.Design/methodology/approach – During the project, 9,060 employees of a large national telecommunications organization in North America provided information in two surveys six months apart. The model was tested by using the PLS (Partial Least Squares) procedure.Findings – The results found support for the proposed model, indicating that autonomy and challenging work contribute to employee satisfaction, and that employee satisfaction and information sharing relate to greater reported efficiency and customer focus. The results and their implications are discussed.Research limitations/implications – The key limitation of this project is that the suggested model was tested in only one organization in one industry. In future, ...

[1]  V. Sugumaran,et al.  Application of knowledge management technology in customer relationship management , 2003 .

[2]  Juan Carlos Bou-Llusar,et al.  Strategic knowledge transfer and its implications for competitive advantage: an integrative conceptual framework , 2006, J. Knowl. Manag..

[3]  Ranjay Gulati,et al.  The quest for customer focus. , 2005, Harvard business review.

[4]  Rosemary L. Batt,et al.  MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH , 2002 .

[5]  Richard V. McCarthy,et al.  An Empirical Investigation of Knowledge Management Systems' Success , 2008, J. Comput. Inf. Syst..

[6]  M. Pugno.  Economics and the self: A formalisation of self-determination theory , 2008 .

[7]  Paul E. Spector.  Using self‐report questionnaires in OB research: A comment on the use of a controversial method , 1994 .

[8]  C. Strong.  The influence of employee behavioural performance on customer focus strategies , 2006 .

[9]  Lawrence R. James,et al.  PERCEIVED JOB CHARACTERISTICS AND JOB SATISFACTION: AN EXAMINATION OF RECIPROCAL CAUSATION , 1980 .

[10]  David Gefen,et al.  Structural Equation Modeling Techniques and Regression: Guidelines for Research Practice , 2000 .

[11]  Raymond T. Sparrowe,et al.  An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. , 2000, The Journal of applied psychology.

[12]  Nick Bontis,et al.  A scientometric analysis of knowledge management and intellectual capital academic literature (1994-2008) , 2010, J. Knowl. Manag..

[13]  Amy B. Woszczynski,et al.  The Problem of Common Method Variance in IS Research , 2004 .

[14]  Wynne W. Chin.  The partial least squares approach for structural equation modeling. , 1998 .

[15]  Lawrence R. James,et al.  Confirmatory Analytic Tests of Three Causal Models Relating Job Perceptions to Job Satisfaction. , 1986 .

[16]  S. Thornhill.  Knowledge, innovation and firm performance in high- and low-technology regimes , 2006 .

[17]  J. Chébat,et al.  The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations , 2000 .

[18]  Detmar W. Straub,et al.  Structural Equation Modeling and Regression: Guidelines for Research Practice , 2000, Commun. Assoc. Inf. Syst..

[19]  J. Hackman,et al.  Development of the Job Diagnostic Survey , 1975 .

[20]  C. Orpen.  The Effects of Job Enrichment on Employee Satisfaction, Motivation, Involvement, and Performance: A Field Experiment , 1979 .

[21]  E. Deci,et al.  Self-determination in a work organization. , 1989 .

[22]  Robert M. Grant,et al.  The knowledge-based view of the firm: Implications for management practice , 1997 .

[23]  P. Blau.  Exchange and Power in Social Life , 1964 .

[24]  B. Evans,et al.  A Hierarchical Model of Participatory Decision-Making, Job Autonomy, and Perceived Control , 1992 .

[25]  F. J. Smith,et al.  Putting the customer second , 2005 .

[26]  R. Grant.  Toward a Knowledge-Based Theory of the Firm,” Strategic Management Journal (17), pp. , 1996 .

[27]  N. Bontis,et al.  Meta-review of knowledge management and intellectual capital literature: citation impact and research productivity rankings , 2004 .

[28]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[29]  Lutz Kolbe,et al.  Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1] , 2003, J. Knowl. Manag..

[30]  V. Anantatmula.  Linking KM effectiveness attributes to organizational performance , 2007 .

[31]  Nick Bontis,et al.  A scientometric analysis of the Proceedings of the McMaster World Congress on the Management of Intellectual Capital and Innovation for the 1996‐2008 period , 2009 .

[32]  E. Kelloway,et al.  Predictors of employees’ perceptions of knowledge sharing cultures , 2003 .

[33]  S. Vandermerwe,et al.  Achieving deep customer focus , 2004, IEEE Engineering Management Review.

[34]  Remus Ilies,et al.  An experience-sampling measure of job satisfaction and its relationships with affectivity, mood at work, job beliefs, and general job satisfaction , 2004 .

[35]  N. Bontis,et al.  Intellectual capital ROI: a causal map of human capital antecedents and consequents , 2002 .

[36]  Dwayne D. Gremler,et al.  Rapport-Building Behaviors Used by Retail Employees , 2008 .

[37]  T. W. Colligan,et al.  Workplace Stress , 2006 .

[38]  E. Deci,et al.  Self‐determination theory and work motivation , 2005 .

[39]  E. Çivi.  Knowledge management as a competitive asset: a review , 2000 .

[40]  Bruce C. Skaggs,et al.  STRATEGIC POSITIONING, HUMAN CAPITAL, AND PERFORMANCE IN SERVICE ORGANIZATIONS: A CUSTOMER INTERACTION APPROACH. , 2003 .

[41]  Suresh Cuganesan,et al.  Investigating the Management of Knowledge for Competitive Advantage: A Strategic Cost Management Perspective , 2006 .

[42]  N. Bontis,et al.  THE KNOWLEDGE TOOLBOX: A Review of the Tools Available To Measure and Manage Intangible Resources , 1999 .

[43]  M. Hénaff,et al.  On the Norm of Reciprocity , 2010 .

[44]  R. Cropanzano,et al.  Social Exchange Theory: An Interdisciplinary Review , 2005 .

[45]  Richard,et al.  Motivation through the Design of Work: Test of a Theory. , 1976 .

[46]  Nick Bontis,et al.  The moderating role of human capital management practices on employee capabilities , 2007, J. Knowl. Manag..

[47]  J. Hulland,et al.  Managing An Organizational Learning System By Aligning Stocks and Flows , 2002 .

[48]  Nathan P. Podsakoff,et al.  Differential challenge stressor-hindrance stressor relationships with job attitudes, turnover intentions, turnover, and withdrawal behavior: a meta-analysis. , 2007, The Journal of applied psychology.

[49]  Steven P. Brown,et al.  ANTECEDENTS AND CONSEQUENCES OF SALESPERSON JOB SATISFACTION: META ANALYSIS AND ASSESSMENT OF CAUSAL EFFECTS , 1993 .

[50]  Y. Fried,et al.  THE VALIDITY OF THE JOB CHARACTERISTICS MODEL: A REVIEW AND META‐ANALYSIS , 1987 .

[51]  A. Gouldner.  THE NORM OF RECIPROCITY: A PRELIMINARY STATEMENT * , 1960 .

[52]  Aarti Sood,et al.  Empowerment effects across cultures , 2007 .

[53]  Alan C.B. Tse,et al.  CRM: conceptualization and scale development , 2005 .