...com/locate/ijhosman Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts Catherine Prentice a,∗ , Po-Ju Chen b , Brian King c a b c Faculty of Business and Enterprise, Swinburne University, Melbourne, Victoria, Australia Rosen College of Hospitality Management, University of Central Florida, Florida, FL, USA SHTM, Hong Kong Polytechnic University, Hong Kong, Hong Kong a r t i c l e i n f o Keywords: Burnout Occupational commitment Emotional intelligence Emotional labour Organizational citizenship behaviour Task performance Moderation a b s t r a c t This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating...
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...other sources revealed additional ingredients used in some sweets can boost the lead content beyond allowable levels. Government tests had documented 102 candies with levels between 0.2 and 0.49 parts per million lead and 159 candies even higher, starting in 1993. In children, acute exposure to very high levels of lead may produce encephalopathy and other accompanying signs of * ataxia * coma * convulsions * death * hyperirritability * stupor The BLLs associated with encephalopathy in children vary from study to study, but BLLs of 70-80 µg/dL or greater appear to indicate a serious risk (ATSDR 2005). * Even without encephalopathy symptoms, these levels are associated with increased incidences of lasting neurological and behavioral damage (ATSDR 2005). Children suffer neurological effects at much lower exposure levels. * Neurological effects may begin at low (and, relatively speaking, more widespread) BLLs, at or below 10 µg/dL in some cases, and it may...
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...compass for the organization. Clearly, while every individual has his/her own perception of work ethics, the organizational culture of professional standards demands that personal differences and preference take a back seat to the organizational ethical well-being especially considering the organizational responsibility to its stakeholders and public image. When personal differences and preference become part of the decision making process, the organizational ethics become diluted thus causing confusion, disbelief, disappointment and even decreased performance among the members of the organization itself. The immediate by-products are the unraveling of the ethical canvas of the organization and the increasing negative social consensus: both of which will eventually erode the organizational ethical foundation and could potentially have a direct impact on diminished product loyalty and market share. The case study “How Personal Can Ethics Get?” (Dench, S. 2006) was a clear example of how personal agendas, differences and preferences shown by one of the company’s leader had were the determining factors behind the selection process of a leadership team, and ultimately could have jeopardized the good name of the organization, its sound bidding practices, and caused a loss in the market share. Clearly, the emotional intelligence...
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...Citibank Performance Evaluation Case 1. During the 1990s, Citibank had introduced the new performance score card as a performance evaluation method. 2. This case study is about a branch manager, James McGaran, who had shown outstanding performance in the previous year in the prestigious Los Angeles branch. 3. He had been successful in delivering excellent financial results. In fact, James scored “above par” in four of the six performance areas, financial measures, strategy implementation, people, and standards, and “on par” in control measures. However, he scored “below par” in customer satisfaction. 4. Therefore, his overall performance could only be “on par”. This would mean that his total annual compensation would be much less than he expected. What was more worrisome was the fact that his self-esteem could be diminished. How the main issues can be addressed 1. President of Citibank, California, Frits Seegers was fully committed to pursuing customer satisfaction indicators as a means to meeting ever-increasing expectations of sophisticated customers and achieving strategic goals and staying competitive. 2. Although James was an outstanding and dedicated manager, his performance in customer satisfaction needed improvement, which deserved a “below par” rating. 3. Although there was a risk of James’ not viewing the rating as fair and leaving the company, this was outweighed by the risk of other managers in the area viewing the whole performance evaluation...
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...This view is related to the studies about the consequences of rewards on individual’s motivation (Ryan, Kasser, Sheldon & Deci 1996). From this viewpoint, the basic psychological needs for autonomy, relatedness, and competence are expected to be directly met by intrinsic strivings and goals (Deci & Ryan 1991; Ryan 1995). Those inner psychological needs are the assumed source of a genuine sense of personal welfare or eudaimonia (Ryan & Deci 1995; Ryff 1995; Waterman 1993). In contradiction, strong emphasis on reaching extrinsic aims and rewards such as bonuses, social recognition, and status can meet these basic needs indirectly and may truly distract from their implementation. Besides, extrinsic strives, when they are predominant priorities, may result in engagement of egoistic behavior of an individual accompanied with stress and pressure (Ryan 1982; Ryan, Koestner, & Deci 1991), which another study indicates to be associated with low level of vitality and well-being rather than self-determined involvement in the task (Nix, Ryan, Manly, & Deci...
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...CHAPTER ONE 1.1 Background of the Study Over the years, the investigations of the factors that influence academic performance of students have attracted the interest and concern of teachers, counselors, psychologists, researchers and school administrators in Nigeria (Wiseson, 2001). This is because of the public outcries concerning the low standard of education in the country. The declining quality of education in the country and the breeding of graduates with little technical know-how have resulted in serious setbacks to the industrial development of the nation (Amin, 2005). Different factors are capable of influencing the academic performance of students. Such factors may be the student's internal state (intelligence, state of health, motivation, anxiety parental care etc.) and their environment (availability of suitable learning environment, adequacy of educational infrastructure like textbooks and well-equipped laboratories). Ajila & Olutola, (2000) argued that home environment or family has been recognized as having a lot of influence on the academic performance of students. Ichado (1998) stated that parents’ constant disagreement affects children emotionally and this could lead to poor academic performance in school. The family lays the psychosocial, moral and spiritual foundations in the overall development of the child. However, the mother played significant role in the formation of a home and her roles cannot be over-emphasized. Studies on father-child relationship...
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...Autism in Children and Methods to Treat It Autism affects around 1 in 150 individuals and is even more frequent amongst adolescents (about 1 in 68). As stated by Brentani, Paula, Bordini, Rolim, Sato, Porlese, & McCracken (2013), autism is a disorder that involves diminished social interaction, qualitative impairments in communication skills, and the presence of restricted and repetitive behavioral patterns. To be diagnosed as autistic an individual, one must have six qualities from the listed domains above, with at least two items from the diminished social interaction, and at least one item from the remaining two domains. Many treatment methods and ideas have surfaced concerning the best way to go about treating this social disorder....
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...an embryo or fetus from the uterus in order to end a pregnancy.’ This act became legal in the United States of America in 1973 after the Supreme Court case of Roe vs. Wade. In North America, it is legal to abort a child twenty weeks after conception. The government will permit a woman to have a late-abortion for the following reasons: “(1) if the woman has a serious disease, (2) the pregnancy could endanger her physical/mental health, (3) the continuation of pregnancy could lead to substantial risk to the newborn, (4) if the pregnancy was the result of rape (5) if the socio-economic status of the mother hampers the progress of a healthy pregnancy, (6) if the contraceptive device irrespective of the method used failed.” However, other than the respectable mediums listed above abortion should be abolished. Due to the law, abortion is now a risk to the economy and its future, it also increases the rates of murder and can negatively impact a woman psychologically. If North American countries want to sustain humanity and to continue being economical contributors, influencers and advisors to the world, abortion rates must fall and become illegal. Although abortion is a decision made by one individual, there are long-term consequences that could affect the economy, which includes employment, manufacturing, development, etc. A study conducted by economists shows that since abortion has been legalized up until 2011, there has been a loss of a magnitude of fifty three million lives....
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...forms, key challenges to ethical decision-making, key success factors for a career in business, and the impact on, and the impact of, business on political, legal, social, cultural and economic environments. Methodology This class follows a lecture-discussion format. Students are expected to be prepared to discuss readings assigned for each class. With only limited time to meet during the semester, is it essential that students be prepared to engage, participate and contribute in each session. Lectures and readings will be supplemented by discussion, videos, and case studies, which apply concepts to real-world situations. Textbook, Other Materials and Course Web Site * Bissonette, G. 2012. Business: Strategy, Development, Application. Toronto: McGraw-Hill Ryerson (available electronically or at the University Bookstore). * The course home page (CLEW) will be used to distribute case materials, load course lessons, make announcements, and communicate your course evaluations. It is your responsibility to check the course home page regularly. * Reference materials for the Team...
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...GFML 3053 INTERNATIONAL LOGISTICS CASE STUDY ASSIGNMENT 1 GROUP B ------------------------------------------------- LECTURER: Assoc. Prof. Dr. Nik Ab Halim Nik Abdullah ------------------------------------------------- NAME: Nor Fadilah Binti Anwari MATRIC NO.: 234866 Answer 1 Mali’s mango industry faced many problems which are poor transport connections, small markets and lack in managing organization and technical assistance. Poor transport connections of sea shipment logistics because it is land-locked countries and the exportation of mangoes to the small market of air-freighted was less efficient to supply fresh mangoes from Mali to Europe. The high cost of air-freight was impeding the expansion of production and export. Other than that, producers lacked in organization, extension services were non-existent and no incentives to private operators were given. Moreover, other problem is the little or no technical assistance provided to the farmers due to mangoes are cultivated by smallholders that only representing less than five hectares of the plantations. Apart from that, full payment to the farmers was often haphazard. This arrangement resulted in little investment in the horticultural sector specifically in the plantations sector and difficult in finding an investors for the export of perishables from land-locked countries. As a consequence, grower revenues diminished significantly with current yields estimated at only 20% of the export potential...
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...governance as well. In that role, he balances the needs of shareholders, employees, and other stakeholders (to include ticket-buying customers). In his Equity Theory, Adams postulated that determining both negative and positive equity and inequity in an organization is a process of measuring anticipated outcomes from known inputs. Moreover, equity theory seeks to explain the correlation between an individual’s behavior and their perceived level of justice, or lack thereof. The financial balance sheet and estimations of future earnings potential serve to provide a cost basis for the merger. However, the larger question for Baily to consider is the perception by Opera staff that their role in the organization following the merge will be diminished, that their budget will be subsumed into the larger organization, and that they will generally be given “second billing” as their Symphony counterparts absorb a larger share of resources. This perception by the Opera of inequity and unfairness is referred to as Distributive Justice and can permanently damage any existing...
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...The Billy Beane Case Study 1. Based on the “Billy Beane: Changing the Game” case, explain how and why the Oakland A’s economic situation after 1995 shaped its: a) Compensation strategies In the world of major league baseball, the Oakland A’s defied the laws of baseball economics. The team spent only $34 million (the 2nd lowest payroll) had won 102 games and lost only 60 in 2001. On top of this, they finished first in their division and made the playoffs. Major baseball teams would hire high school players rather than college players. This made high school players costly. The Oakland A’s strategy is to hire college players to save on resources. They argued that college players have already gained substantial exposure and competition. Beane would recruit new drafts and sign them for less than the going rate. Because of budget constraints, the Oakland A’s recruited Scott Hatteberg, he played six years with the Boston Red Sox’s. He got injured and lacked the prowess in throwing the ball effectively. Hatteberg was, according to the Boston Red Sox’s, a lame player and did not sign him again. With this, Hatteberg’s monetary value diminished and that is why the Oakland A’s recruited him at a much lower salary (because there were no other takers). Unknown to the other baseball teams, Hatteberg is the missing puzzle in the Oakland A’s team. The Oakland A’s noted that Hatteberg had an uncanny knack for getting on base. Management could no longer afford to pay market or above...
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...Case Seminar Advanced Corporate Finance Tuesday 10:00 – 13:00, Room 23 Instructor: Tim Adam This case seminar discusses real-world business cases, which relate to the materials covered in Corporate Finance and Advanced Corporate Finance. The main topics are company valuation, capital structure, bankruptcy, corporate governance, project finance and corporate risk management. The main objective of the seminar is to apply the theoretical concepts of corporate finance and corporate governance to real-world situations. To do so we will discuss six Harvard Business School cases. In addition, there will be several company presentations of real-world business cases. This seminar has a high level of practical relevance, but it is also very labor intensive. Expect to spend at least eight hours each week on case preparations. Prerequisites All participants must have successfully passed Corporate Finance, and take Advanced Corporate Finance parallel or prior to this case seminar. Registration Students need to register for this seminar. Please submit your applications electronically (CV, most recent transcript) to Mrs. Bulwahn by April 8, 2016. If you do not attend the first session, your place may be given to other students on the waiting list. Evaluation Four case reports (80%), class participation (20%). Seminar attendance is obligatory. Course materials Cases can be purchased for a total cost of US$ 23.70 using a credit...
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...The Great Northern American Case Study Patrice Pace Professor: Dr. Debra Sherry Business 520 Leadership and Organizational Behavior November 25, 2012 Discuss why Joe’s employees need to understand the importance of how people form perceptions and make attributions Great Northern American is a 35-year old company operated by President, Mr. Joe Salatino. The company is responsible for selling more than $20 million in office/promotional supplies to more than 60,000 businesses nationwide. The company is a sales, telemarketer based operation and focuses on a fun environment, large commissions and bonuses in order to keep the sales team focused, while being in a competitive market (Hellriegel & Slocum, 2011). The company prides itself on the bonuses and commission that they are allowed to provide as motivation to the top sellers in the company and uses different gimmicks within the company to keep employees motivated. Mr. Salatino believes that when employees establish relationships with their customers, they earn more income than those who do not create and/or maintain those types of relationships with customers. Along with top-performing incentives, Mr. Salatino attempts to be efficient in noting key factors for success (excellent communication skills, self-motivation, and self-starters) when hiring an individual for the telemarketing positions to continue the company’s success. Description and insight will be provided on how employees are responsible for knowing...
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...In the United States, Bipolar Disorder affects approximately 5.7 million Americans or about 2.6% of people older than 18 years of age. Mondimore (1999) states that, “Bipolar Disorder is a mood disorder, one of several emotional disorders whose main symptoms is an abnormality of mood” (p.5). The changes can be from high manias to low depression. Mood shifts caused by bipolar can occur as often as several times in a week to only once or twice a year. The symptoms of bipolar can be severe and lead to poor relationship and inadequate performance in a work or school setting. There are three subtypes of Bipolar Disorder. With the first subtype being Bipolar I. To be classified as Bipolar I, the individual must have one or more manic episode. The...
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