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Vol.5 No.4

December 2017

 Page Number

 Article Information

1-11

On the Role and The Determinants of Internal Organizational Communication

Sabina Madalina Somacescu and Catalin Mihail Barbu

DOI: 10.15604/ejbm.2017.05.04.001

Abstract

Internal communication is important for organizations because it creates a conducive organizational climate for performance. However, internal organizational communication did not receive proper attention in organizational management, nor the resources required for effective implementation. We proposed a framework to analyze organizational communication by establishg its determinants and its role. As a consequence, the management of organization will be able to improve the internal communication. In our study, conducted in a large Romanian organization, we analyzed two factors that influence the internal organizational communication: organizational culture and leadership exercised in the organization. Due to its essential role, in transmitting information and ensuring a climate leading to performance, organizational communication must occupy a central place in the organization’s top management concerns.

Keywords: Internal Organizational Communication, Organizational Culture, Leadership, Job Satisfaction

12-21

Inclusive Companies, Reinventing Quality of Life: A Theoretical Review

Carmen Echazarreta Soler and Albert Costa Marcé

DOI: 10.15604/ejbm.2017.05.04.002

Abstract

The global economy has suffered a serious and rapid slowdown that has led to unemployment and a shortage of decent work, fundamentally affecting the most vulnerable sectors of society. In order to overcome the inequality and exclusion inherent in the current economic system, companies that are termed ‘inclusive’ produce opportunities for development and aim to improve the quality of life of those who suffer social exclusion. This study aims to describe the main characteristics of inclusive companies based on four fundamental principles: values, team management, corporate social responsibility, and responsible marketing. This theoretical review of the most important studies concludes that there is a need for inclusive companies that contribute to the common good while generating profits. Such companies also have to be smart, championed by leaders who promote the use of information technologies and communication to improve citizens’ quality of life. Likewise, companies have to be sustainable, balancing business development on the one hand with the environment and protection of the planet on the other. In essence, in order to move towards a new ethics and business policy, society needs companies that are committed to inclusive development.

Keywords: Inclusive Companies, Values, Team Management, Corporate Social Responsibility, Responsible Marketing

22-32

Hospital Image as a Moderating Variable on the Effect of Hospital Service Quality on the Customer Perceived Value, Customer Trust and Customer Loyalty in Hospital Services

Indrianawati Usman

DOI: 10.15604/ejbm.2017.05.04.003

Abstract

This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

Keywords: Hospital Service Quality, Customer Perceived Value, Customer Trust, Hospital Image, Customer Loyalty

33-48

Analyzing Consumer Behavior in Banking Sector of Kosovo

Vjosa Fejza, Ramiz Livoreka, and Hykmete Bajrami

DOI: 10.15604/ejbm.2017.05.04.004

Abstract

Considering the importance of understanding, analyzing and studying consumer behavior and behavior model, it was deemed necessary to conduct a research on this issue. As part of this research, consumer behavior models in the banking system of Kosovo were studied and analyzed. The first part of the study is characterized by a review of various literature, publications and scientific journals related to understanding the role and importance of consumer behavior in enterprises. Whereas the second part of the study includes a survey questionnaire, with a 500 individual client sample base, randomly selected from commercial banks in Kosovo. This survey was done with the purpose to collect data to determine behavior models of existing consumers in the banking sector and analyze various internal and external factors which influence such behaviors. Finally, data obtained from questionnaire surveys were used to draw conclusions on issues central to this research and issue recommendations which may be useful to commercial banks currently operating in Kosovo, as well as other financial institutions interested in this field.

Keywords: Models, Consumer Behavior, Internal Factors, External Factors, Value Model, Fishbein Model, Bank, Banking System

49-59

Agency Contribution in Achieving Temporary Agency Workers’ Organizational Commitment: A Study in ABC (PVT) LTD

T.G.T.N Perera and W.A.S Weerakkody

DOI: 10.15604/ejbm.2017.05.04.005

Abstract

Temporary agency workers are coming under non-standard employments, who have temporary attachment to the working organization. With dynamic business environment and flexible work arrangements, temporary agency employments are also emerged in Sri Lanka. Temporary agency workers are dual committed employees. However, with this dual commitment, organizations face issues in achieving temporary agency workers’ commitment due to low attention of agencies to temporary agency workers. Even though the Client organization provides due attention to temporary agency workers, they fail to receive due commitment due to the lack of attention from agency to temporary agency workers. This study was conducted to identify the agency related factors affecting temporary agency workers’ commitment. This was carried out as a cross sectional field study with a sample of 93 workers from temporary agency works in the ABC (pvt) ltd. 93 temporary agency workers were selected as sample. Data were collected via a standard questionnaire that met accepted standards of validity and reliability. Descriptive statistics, Simple ranking, Factor analysis, ANOVA and Independent Sample T-Test technique were performed to analyze data. No of Temporary workers to supervisor (temp to consult ratio) is the most influencing factor of temporary agency workers’ commitment in agency context. Job satisfaction, agency support, side bets, interactional justice, lack of alternative employments, procedural justice, distributive justice, reciprocity norm acceptance, socialization, breach of psychological contract, lack of skill transferability are the other factors, which are ordered from most influencing factor to less affecting factor to workers’ organizational commitment . Findings revealed that eleven out of thirteen factors are job related factors, other two are organization related and person related factors. Most client companies provide their attention, while agencies fail to provide their due attention. It shows, it is useless to expect temporary agency workers’ commitment without providing due attention from agency. Therefore, the more dually committed the temporary agency workers are, the more eligible they are to receive dual attention from client as well as from their agency.

Keywords: Temporary Agency Worker, Organizational Commitment, Agency, Temps, Outsourcing

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