Suchergebnisse

Taking into account that research on organizational trust is fragmented, the present article proposes an integrated view of the episode of trust in organizations. To this end, the authors define trust and analyze its proximal and distal sources. They also examine the potential role of context, again considering proximal and distal facets. In addition, they explore the consequences of organizational trust leading to private and public social capital. Finally, the authors consider different levels of construct in the analysis of the trust episode in organizations. This effort helps integrate dispersed research efforts and reveals neglected research areas in the investigation on organizational trust and its connections to social capital.

Team justice climate refers to group-level perceptions of fairness that teammates display toward one another. Despite its potential to promote performance, available empirical evidence is inconsistent and has remained in conceptual isolation from research on organizational climate and team-based models for analyzing group effectiveness. Hence, important questions have languished without an answer. First, organizational climate research suggests that climate strength, the extent to which team members share consensus as to their treatment, could moderate the effect of climate level, at least in some circumstances. If this is so, prior team justice research is misleading, given that climate strength has yet to be taken into account. Therefore, we examine whether the level (or amount) of team justice will have a greater effect on team performance to the extent that the climate is also strong. Second, despite the relevance of team inputs to better understand team processes, very little is known about the antecedents of team justice climate level and strength. This could be problematic as research on team effectiveness suggests that team faultlines, hypothetical dividing lines that may split a team into homogenous subgroups, can alter group processes and performance. Based on this research, we argue that demographic faultlines predict not only the climate level of team justice but also its strength. Two independent studies with teams from the healthcare industry showed that faultlines reduce the strength, but not the level, of team justice climate. These faultlines, in turn, lower the extent to which climate level translates into effective performance.

"I recently heard a fascinating talk by a senior astronomer about the roller-coaster, decadelong journey to get a new telescope into orbit. I was struck by the amount of emotion imbued in the description of an exact scientist's work. Telescopes were described as "awesome" (positive emotion?). The importance of teamwork and perseverance in overcoming constant challenges was highlighted. The work was labelled as achievable only by people thriving under stress. Work performance is sometimes hampered by frustrations. Teamwork and perseverance are key to overcoming challenges. And on it goes. Many of the elements of emotion described in this volume, were echoed in the astronomer's description of a "highly technical" pursuit. This should not be surprising. Emotion is integral in any type of work, which is why the research on emotion at work discussed in the different chapters of this book, is so important"--

AbstractThis research examines whether employees' perceptions of service climate are related to organizational performance oriented toward improving the quality of life (QoL) of people with intellectual disability (ID) through the mediation of service quality perceived by family members. The research was conducted in 252 centers for people with ID in Spain. Employees (N = 2.021) reported on service climate. Family members (N = 2.267) reported on service quality and organizational performance oriented toward improving QoL. We used an overall measure of service climate. Service quality was composed of two dimensions: functional (efficiency in the delivery of the core service) and relational (quality of the social interaction between employees and service users beyond the core service) service quality. Organizational performance oriented toward QoL was composed of four dimensions: overall QoL; self-determination; social inclusion; and defense of rights of people with ID. Results supported full mediation, with functional and relational service quality mediating the relationship between service climate and performance oriented toward improving QoL. Implications for research and organizations are also discussed.

Virtual communities (VCs) have become essential in current organizations and society, and so their sustainability is a topic of interest for researchers and practitioners. We focus on the sense of virtual community (SoVC) and commitment as relevant antecedents in achieving the success and maintenance of different types of VCs (communities of interest, virtual learning communities, and VCs of practice). Specifically, this study examines a moderated mediation model in which the type of VC moderates the indirect effect of a SoVC on the intention to continue through the perceived commitment of the users of the VC. The sample consists of 299 members of VCs. The results showed that SoVC influenced the intention to continue via commitment to VCs. Additionally, the relationship between SoVC and commitment was higher for communities of interest and virtual learning communities than for VCs of practice. This article contributes to previous literature by identifying the importance of participants' engagement and the contingent effect of the type of community. Implications of the study and directions for future research are discussed.

The inclusion of persons with intellectual disabilities (ID) through integrated employment is essential for achieving the United Nations Sustainable Development Goals. This research study examines how organizational contextual factors facilitate or hinder the inclusion and positive contributions of workers with ID in their workplaces, as well as organizational practices that satisfy their basic needs (autonomy, competence, and relatedness), thus promoting their well-being. Semi-structured interviews were conducted with experts in integrated employment, workers with ID, and supervisors. Content analysis was then performed using the grounded theory methodology. Data analysis revealed three main categories: (1) organizational contextual factors that favor inclusion and positive contributions of workers with ID; (2) organizational contextual factors that hinder inclusion and positive contributions of workers with ID; and (3) organizational practices that satisfy basic needs of workers with ID. These findings underscore the importance of creating work environments that promote inclusion, positive contributions, and satisfaction of the basic needs of workers with ID, thus fostering their well-being and professional development.

Abstract. Our main goal was to test the moderating role of customer complaints ("presence" vs. "absence") in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.