Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to ...date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction.
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Why you should read this article:• To refresh your knowledge of the purpose of gathering patient feedback• To enhance your understanding of effective strategies for gathering patient feedback• To ...recognise the value of qualitative and quantitative patient feedback data in quality improvement projectsThe primary purpose of gathering patient feedback is to listen to, reflect on and act on the feedback to improve patients’ experiences, interactions and health outcomes. Nurses use patient feedback to guide person-centred care or to inform healthcare decisions. However, when healthcare services attempt to improve the quality of care, there can be a lack of process clarity, clear measurement and evidence of improvements. This article provides an overview of the strategies used to capture patient feedback and offers guidance on how nurses can make use of such information to promote healthcare improvement.
Meta-analytic evidence has shown that personality is one of the strongest correlates of global and domain-specific satisfaction. The main goal of the present study was to examine whether the ...associations between personality traits and satisfaction differ across the adult lifespan. We used bivariate latent growth curve models and local structural equation modeling to study correlations between levels and change of Big Five personality traits and satisfaction with life, satisfaction with work, and satisfaction with social contacts. Data came from a large representative longitudinal Dutch sample (N = 9,110; age range 16-95). Across age, emotional stability showed the strongest associations with both global and domain-specific satisfaction. After emotional stability, conscientiousness was the strongest correlate of work satisfaction (WS), and extraversion and agreeableness were the strongest correlates of social satisfaction (SS). Longitudinal changes in personality and satisfaction across the 11 years covered in this study were moderately correlated, suggesting codevelopment between these constructs. Most correlational patterns were stable across the lifespan, indicating that personality traits are similarly relevant for satisfaction across different phases in adult life. We discuss the theoretical implications for the foundations that may underlie the link between personality and satisfaction in various life phases.
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Purpose
This paper aims to study the Zabdah housing project residents’ satisfaction on both dwelling and neighborhood levels. In addition, the determinants of residents’ satisfaction are studied.
...Design/methodology/approach
A mixed methodology approach was used, merging quantitative and qualitative methods. The questionnaire was developed and filled out through structured interviews. Descriptive statistics and multiple linear regression were used to understand the residents’ satisfaction levels. In addition, the chi-square test of independence was used to determine whether demographics and dwelling type were related to residents’ satisfaction.
Findings
It was found that the residents’ satisfaction level with Zabdah housing was moderate on both dwelling and neighborhood levels. On the dwelling level, the tiny dwelling areas were a fundamental problem. On the neighborhood level, good neighborhood services were crucial to the success of this project, while the lack of green spaces negatively affected the quality of life of its residents. In addition, the number of family members and dwelling types were critical determinants of residents’ satisfaction.
Practical implications
The findings can be developed into guidelines to govern the creation of better affordable residential environments. Furthermore, the successful dwelling typologies in this project can be modified to be adopted in the future.
Originality/value
To the best of the authors’ knowledge, this is the first study of its kind to explore the relationship of demographics and dwelling type with residents’ satisfaction in affordable housing in Jordan.
Women's childbirth experience can have immediate as well as long-term positive or negative effects on their life, well-being and health. When evaluating and drawing conclusions from research results, ...women's experiences of childbirth should be one aspect to consider. Researchers and clinicians need help in finding and selecting the most suitable instrument for their purpose. The aim of this study was therefore to systematically identify and present validated instruments measuring women's childbirth experience.
A systematic review was conducted in January 2016 with a comprehensive search in the bibliographic databases PubMed, CINAHL, Scopus, The Cochrane Library and PsycINFO. Included instruments measured women's childbirth experiences. Papers were assessed independently by two reviewers for inclusion, and quality assessment of included instruments was made by two reviewers independently and in pairs using Terwee et al's criteria for evaluation of psychometric properties.
In total 5189 citations were screened, of which 5106 were excluded by title and abstract. Eighty-three full-text papers were reviewed, and 37 papers were excluded, resulting in 46 included papers representing 36 instruments. These instruments demonstrated a wide range in purpose and content as well as in the quality of psychometric properties.
This systematic review provides an overview of existing instruments measuring women's childbirth experiences and can support researchers to identify appropriate instruments to be used, and maybe adapted, in their specific contexts and research purpose.
The purpose of this study was to examine associations between consumer financial capability and financial satisfaction. Consumer financial capability was measured by three sets of variables, ...perceived financial capability, financial literacy, and financial behavior. Using data from the 2009 US State-by-State Survey of Financial Capability, the results indicated the positive association between perceived financial capability and financial satisfaction. The findings suggested that desirable financial behavior increases while risky financial behavior decreases financial satisfaction. Subjective financial literacy was also found to contribute positively to financial satisfaction. The positive association between objective financial literacy and financial satisfaction was found in bivariate analyses but not in multivariate analyses. The results imply that to enhance consumer financial well-being, consumer financial education programs should emphasize action taking and encourage consumers to avoid risky financial behavior, engage in desirable financial behavior, and improve financial self-efficacy.
•A meta-analysis on the association of SWB and academic achievement was conducted.•The correlation between academic achievement and SWB was statistically significant.•Low-achieving students do not ...necessarily report low well-being.•High-achieving students do not automatically have high well-being.
Is the subjective well-being (SWB) of high-achieving students generally higher compared to low achieving students? In this meta-analysis, we investigated the association between SWB and academic achievement by synthesizing 151 effect sizes from 47 studies with a total of 38,946 participants. The correlation between academic achievement and SWB was small to medium in magnitude and statistically significant at r = 0.164, 95% CI 0.113, 0.216. The correlation was stable across various levels of demographic variables, different domains of SWB, and was stable across alternative measures of academic achievement or SWB. Overall, the results suggest that low-achieving students do not necessarily report low well-being, and that high-achieving students do not automatically experience high levels of well-being.
Social identities are known to improve well‐being, but why is this? We argue that this is because they satisfy basic psychological needs, specifically, the need to belong, the need for self‐esteem, ...the need for control and the need for meaningful existence. A longitudinal study (N = 70) revealed that gain in identity strength was associated with increased need satisfaction over 7 months. A cross‐sectional study (N = 146) revealed that social identity gain and social identity loss predicted increased and reduced need satisfaction, respectively. Finally, an experiment (N = 300) showed that, relative to a control condition, social identity gain increased need satisfaction and social identity loss decreased it. Need satisfaction mediated the relationship between social identities and depression in all studies. Sensitivity analyses suggested that social identities satisfy psychological needs in a global sense, rather than being reducible to one particular need. These findings shed new light on the mechanisms through which social identities enhance well‐being.
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