Modeling the Factors that Influence Employee Attitude and Service Delivery Behavior among Higher Education Professionals

  • Omoruyi O. Vaal University of Technology
  • Chinomona E Vaal University of Technology

Abstract

Good and well calculated service delivery is very essential for the smooth running of institutions and for life long learning of students. Looking at factors that lead to employee attitude and service delivery bevaviour helps the higher education professionals to build a strong positive relationships with peers, students, staff and university leaders. This paper will look at remuneration, professional development and Information Communication Technology (ICT) efficiency as factors that contribute to positive employee attitude and good service delivery behaviour. Efforts by higher education institutions to improve the quality and standards of education professionals have progressed through the use of various forms of student feedback and methods of evaluation in an attempt to understand what matters to students’ and educational professionals regarding their educational experience. Structured questionnaires were distributed to university professionals, which include all university staff like Deans of faculties, Heads of departments and lecturers at one University of Technology (UoT). A quantitative method using Smart PLS was employed to test the relationships among the four hypotheses. The positive relationship between the four proposed hypotheses validatesthat remuneration; professional Development and ICT efficiencyare instrumental strategy to stimulating employee attitude and service delivery behavior of employees.Practically, the study build on a new direction towards research based on consumer behaviour by opening up a discussion on the importance of marketing practices in the development and improvement of service delivery behaviours in one UoTs in South Africa. Based on the findings, recommendations will be made to both the university policy makers and the university professionals for efficacy reasons. The proposed study is expected to have practical and theoretical implications to policy makers for the university and university professionals. In addition, it will provide added insights and added new knowledge to the existing body of literature hitherto not studied extensively in South Africa and UoT in particular.

Downloads

Download data is not yet available.

References

Adams, J. S. (1963). Toward an understanding of inequality. Journal of Abnormal and Social Psychology, 67, 422-436. DOI: https://doi.org/10.1037/h0040968

Adams, J. S. (1965). Inequity in social exchange. In L Berkowitz (Ed). Advances in experimental social psychology, 267-299. New York: Academic Press. DOI: https://doi.org/10.1016/S0065-2601(08)60108-2

Adeoye, A. O. (2014). The influence of compensation management on employee’s leadership role in insurance sector: Nigeria Experience. Mediterranean Journal of Social Sciences, 5(27), 342-352.

Adsit, D. J., London, M., Crom, S. & Jones, D. (1996). Relationships between employee attitudes, customer satisfaction and departmental performance. Journal of Management Development, 15 (1), 62-75. DOI: https://doi.org/10.1108/02621719610107827

Aguinis, H., Joo, H. & Gottfredson, R. K. (2013). What monetary rewards can and cannot do: How to show employees the money. Business Horizon, 56, 241-249. DOI: https://doi.org/10.1016/j.bushor.2012.11.007

Almar, M. W. (2005). Equity sensitivity and negotiation behaviors: A look at Mexican exporters. Academy of Management Journal, 4(3), 1-16.

Anand, C. K., Bisaillon, V., Webster, A. & Amor, B. (2015).Integration of sustainable development in higher education – a regional initiative in Quebec (Canada). Journal of Cleaner Production, 108, 916-923. DOI: https://doi.org/10.1016/j.jclepro.2015.06.134

Andrzejewski, S. A. & Mooney, E. C. (2016). Service with a smile: Does the type of smile matter? Journal of Retailing and Consumer Services, 29, 135-141. DOI: https://doi.org/10.1016/j.jretconser.2015.11.010

Ang S., Van Dyne, L. & Begley, T. M. (2003). The employment relationships of foreign workers versus local employees: a field study of organizational justice, job satisfaction, performance, and OCB. Journal of Organizational Behavior, 24(5), 561-583. DOI: https://doi.org/10.1002/job.202

Anitha, J. (2014). Determinants of employee engagement and their impact on employee performance. International Journal of Productivity and Performance Management, 63(3), 308-323. DOI: https://doi.org/10.1108/IJPPM-01-2013-0008

Ankli, R. E. & Palliam, R. (2012). Enabling a motivated workforce: exploring the sources of motivation. Development and Learning in Organizations: An International Journal, 26(2), 7-1.

Antoncic, J. A. & Antoncic, B. (2011). Employee satisfaction, intrapreneurship and firm growth: a model. Industrial Management & Data Systems, 111(4), 589-607. DOI: https://doi.org/10.1108/02635571111133560

Bagozzi, R. P. & Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of Academy of Marketing Science, 16(1), 74-94. DOI: https://doi.org/10.1007/BF02723327

Bartel, A. P., Freeman, R. B., Ichniowski, C. & Kleiner, M. M. (2011). Can a workplace have an attitude problem? Workplace effects on employee attitudes and organizational performance. Labor Economics, 18(4), 411-423. DOI: https://doi.org/10.1016/j.labeco.2011.01.008

Beausaert, S., Segers, M., Fouarge, D. & Gijselaers, W. (2013). Effect of using a personal development plan on learning and development. Journal of Workplace Learning, 25(3), 45-158. DOI: https://doi.org/10.1108/13665621311306538

Bienstock, C. C., DeMoranville, C. W. & Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of Service Marketing, 17(4), 357-378. DOI: https://doi.org/10.1108/08876040310482775

Blašková, M. & Blaško, R. (2014). Motivating university teachers through prism of their remuneration. Procedia - Social and Behavioral Sciences, 110, 595-606. DOI: https://doi.org/10.1016/j.sbspro.2013.12.904

Brewer, G. & Runeson, G. (2009). Innovation and attitude: Mapping the profile of ICT decision-makers in architectural, engineering and construction firms. International Journal of Managing Projects in Business, 2(4), 599-610. DOI: https://doi.org/10.1108/17538370910991179

Carraher, S. M. (2011). Turnover prediction using attitudes towards benefits, pay, and pay satisfaction among employees and entrepreneurs in Estonia, Latvia, and Lithuania. Baltic Journal of Management, 6(1), 25-52. DOI: https://doi.org/10.1108/17465261111100905

Chaiprasit, K. & Santidhirakul, O. (2011).Happiness at Work of Employees in Small and Medium-sized Enterprises, Thailand. Procedia - Social and Behavioral Sciences, 25, 189-200. DOI: https://doi.org/10.1016/j.sbspro.2011.10.540

Chou, Y. C. & Shao, B. B. M. (2014).Total factor productivity growth in information technology services industries: A multi-theoretical perspective. Decision Support Systems, 62, 106-118. DOI: https://doi.org/10.1016/j.dss.2014.03.009

Chumg, H. F., Seaton, J., Cook, L. & Ding, W. Y. (2016). Factors affecting employees’ knowledge-sharing behavior in the virtual organization from the perspectives of well-being and organizational behavior. Computers in Human Behavior, 64, 432-448. DOI: https://doi.org/10.1016/j.chb.2016.07.011

Cohen, J. F. & Olsen, k. (2013). The impacts of complementary information technology resources on the service-profit chain and competitive performance of South African hospitality firms. International Journal of Hospitality Management, 34, 245-254. DOI: https://doi.org/10.1016/j.ijhm.2013.04.005

Cooke, N. A. (2012). Professional development 2.0 for librarians: developing an online personal learning network (PLN). Library Hi Tech News, 29(3), 1-9.

Davies, D., Taylor, R. & Savery, L. (2001). The role of appraisal, remuneration and training in improving staff relations in the Western Australian accommodation industry: a comparative study. Journal of European Industrial Training, 25(7), 366 – 373. DOI: https://doi.org/10.1108/EUM0000000005837

Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management, 46, 419-430. DOI: https://doi.org/10.1016/j.tourman.2014.08.001

Doherty, N. F., Shakur, M. & Ellis-Chadwick, F. (2015). The role of e-service quality management in the delivery business value. Journal of Retailing and Consumer Services, 27, 52-62. DOI: https://doi.org/10.1016/j.jretconser.2015.07.002

Dorasamy, N. (2010). Enhancing an ethical culture through purpose-directed leadership for improved public service deliver: a case for South Africa. Africa Journal of Business Management, 4(1), 056-064.

Echchakoui, S. (2016). Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force. Journal of Retailing and Consumer Services, 28, 54-66. DOI: https://doi.org/10.1016/j.jretconser.2015.07.014

Eddy, A., Eddy, D. & Doughty, J. (2015). Evidencing Continual Professional Development: Maximizing Impact and Informing Career Planning. Journal of Medical Imaging and Radiation Sciences, 46(4), 361-364. DOI: https://doi.org/10.1016/j.jmir.2015.07.006

Eisele, L., Grohnert, T., Beausaert, S. & Segers, M. (2013). Employee motivation for personal development plan effectiveness. European Journal of Training and Development, 37(6), 527-543. DOI: https://doi.org/10.1108/EJTD-02-2013-0015

Granell, X. (2015). A strategic approach to adopt ICT: from using information and communication technology to making use of information and technology to communicate. Multilingual Information Management, 1, 45-59. DOI: https://doi.org/10.1016/B978-1-84334-771-2.00005-6

Hernandez-Ortega, B., Serrano-Cinca, C. & Gomez-Mene, F. (2014). The firm’s continuance intentions to use inter-organizational ICTs: The influence of contingency factors and perceptions. Information and Management, 51,747-761. DOI: https://doi.org/10.1016/j.im.2014.06.003

Holtom, B. C. & Burch, T. C. (2016). A model of turnover-based disruption in customer services. Human Resource Management Review, 26, 25-26. DOI: https://doi.org/10.1016/j.hrmr.2015.09.004

Hon, A. H. Y. (2012). When competency-based pay relates to creative performance: The moderating role of employee psychological need. International Journal of Hospitality Management, 31, 130–138. DOI: https://doi.org/10.1016/j.ijhm.2011.04.004

Jain, A. K. (2015). Volunteerism and organizational culture. Cross Cultural Management, 22(1), 116-144. DOI: https://doi.org/10.1108/CCM-11-2013-0167

Johannsen, C. G. (2016). From Clients to Participants – How Information Technology Impacts Relationships between Professionals and Users. Digital Information Strategies, 1, 157-166. DOI: https://doi.org/10.1016/B978-0-08-100251-3.00011-1

Johnson, V. A. & Beeh, T. A. (2014). Making use of professional development: Employee interests and motivational goal orientations. Journal of Vocational Behavior, 84, 99-108. DOI: https://doi.org/10.1016/j.jvb.2013.12.003

Kinicki, A. & Kreitner, R. (2008). Organisational Behaviour. Key concepts, skills and best practices. McGraw Hill, New York.

Laleye, A. M. (2015). Educational Technology for Effective Service Delivery in Educational Training and Research in Nigeria. Procedia - Social and Behavioral Sciences, 176, 398-404. DOI: https://doi.org/10.1016/j.sbspro.2015.01.488

Lammintakanen, J. & Kivinen, T. (2012). Continuing professional development in nursing: does age matter? Journal of Workplace Learning, 24(1), 34-47. DOI: https://doi.org/10.1108/13665621211191096

Lee, J. E., Almanza, B. A., Jang, S. S., Nelson, D. C. & Ghiselli, R. F. (2013). Does transformational leadership style influence employees’ attitudes toward food safety practices? International Journal of Hospitality Management, 33, 282-293. DOI: https://doi.org/10.1016/j.ijhm.2012.09.004

Limpanitgul, T., Robson, M. J., Gould-Williams, J. & Lertthaitrakul, W. (2013). Effects of co-worker support and customer cooperation on service employee attitudes and behavior: Empirical evidence from the airline industry. Journal of Hospitality and Tourism Management, 20, 23-33. DOI: https://doi.org/10.1016/j.jhtm.2013.05.004

Lin, J. S. C. & Lin, C. Y. (2011). What makes service employees and customers smile? Journal of Service Management, 22(2), 183-201. DOI: https://doi.org/10.1108/09564231111124217

Liu, C. H. S. & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54. DOI: https://doi.org/10.1016/j.jairtraman.2015.12.007

Lues, L. (2007). Service delivery and ethical conduct in the public service: the missing links. Koers, 72(2), 219-238. DOI: https://doi.org/10.4102/koers.v72i2.200

McCarthy, D., Reeves. E. & Turner, T. (2010). Can employee share-ownership improve employee attitudes and behavior? Employee Relations, 32(4), 382-395. DOI: https://doi.org/10.1108/01425451011051604

Mechinda, P. & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees’ customer-oriented behavior in a high contact setting. Journal of Service Marketing, 25(2), 101-113. DOI: https://doi.org/10.1108/08876041111119822

Melián-González, S. & Bulchand-Gidumal, J. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30-37. DOI: https://doi.org/10.1016/j.tourman.2015.09.005

Mpofu, M. & Hlatywayo, C. K. (2015). Training and development as a tool for improving basic service delivery; the case of a selected municipality. Journal of Economics, Finance and Administrative Science, 20, 133-136. DOI: https://doi.org/10.1016/j.jefas.2015.10.004

Muthanna, A. & Karaman, A. C. (2014). Higher education challenges in Yemen: Discourses on English teacher education. International Journal of Educational Development, 37, 40-47 DOI: https://doi.org/10.1016/j.ijedudev.2014.02.002

Nisiforou, O. A., Poullis, S. & Charalambides, A. G. (2012). Behavior, attitudes and opinion of large enterprise employees with regard to their energy usage habits and adoption of energy saving measures. Energy and Buildings, 55, 299-311. DOI: https://doi.org/10.1016/j.enbuild.2012.08.034

Nunnally, J. & Bernstein, I. (1994). Psychometric theory. (3rd Edition). New York: McGraw-Hill.

Otaghsara, M. K., Mohseni, A. & khalili, M. (2014). The role of ICT in-service training of employees of government Organization: (Case Study: Institute of Water and Power Unit, Mazandaran). Procedia - Social and Behavioral Sciences, 47, 1985-1990.

Pinnington, A. H. (2011). Competence development and career advancement in professional service firms. Personnel Review, 40(4), 443-465. DOI: https://doi.org/10.1108/00483481111133336

Pugh, S. D. & Subramony, M. (2016). Taking services seriously: New directions in services management theory and research. Human Resource Management Review, 26, 1-3 DOI: https://doi.org/10.1016/j.hrmr.2015.09.001

Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D. & Iamtrakul P. (2016).The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126. DOI: https://doi.org/10.1016/j.tranpol.2015.09.012

Ruth, D., Brush, T. H. & Ryu, W. (2015). The use of information technology in the provision of HR compensation services and its effect on outsourcing and centralization. Journal of Purchasing and Supply Management, 21(1), 25-37. DOI: https://doi.org/10.1016/j.pursup.2014.08.002

Sá, F., Rocha, A. & Cota, M. P. (2016). Potential dimensions for a local e-Government services quality Model. Telematics and Informatics, 33, 270-276. DOI: https://doi.org/10.1016/j.tele.2015.08.005

Sahinidis, A. G. & Bouris, J. (2008). Employee perceived training effectiveness relationship to employee attitudes. Journal of European Industrial Training, 32(1), 63-76. DOI: https://doi.org/10.1108/03090590810846575

Sibanda, M. M. (2012). Monitoring customer-focused quality service delivery in local government: conceptual issues and perspectives for consideration. Africa’s Public Service Delivery & Performance Review (APSDPR), 1, 1-20. DOI: https://doi.org/10.4102/apsdpr.v1i1.21

Steinbeis, N. & Singer, T. (2013). The effects of social comparison on social emotions and –behavior during childhood: The ontogeny of envy and Schadenfreude predicts developmental changes in equity-related decisions. Journal of Experimental Child Psychology. doi: 10.1016/j.jecp.2012.11.009. DOI: https://doi.org/10.1016/j.jecp.2012.11.009

Susskind, A. M., Borchgrevink, C. P., Kacmar, K. M. & Brymer, R. A. (2000). Customer service employees’ behavioral intentions and attitudes: an examination of construct validity and a path model. International Journal of Hospitality Management, 19, 53-77. DOI: https://doi.org/10.1016/S0278-4319(99)00030-4

Thomas, T., Passfield, L., Coulton, S. & Crone, D. (2016). Effectiveness of a tailored training program in behavior change counseling for community pharmacists: A pilot study. Patient Education and Counseling, 99(1), 132-138. DOI: https://doi.org/10.1016/j.pec.2015.08.004

Verbich, D. & Ahmed, E. G. (2016). The pursuit of satisfaction: Variation in satisfaction with bus transit service among riders with encumbrances and riders with disabilities using a large-scale survey from London, UK. Transport Policy, 47, 64-71 DOI: https://doi.org/10.1016/j.tranpol.2015.12.009

Wahab, O. A., Bentahar, J., Otrok, H. & Mourad, A. (2016). A Stackelberg game for distributed formation of business-driven services communities. Expert Systems with Applications, 45, 359–372. DOI: https://doi.org/10.1016/j.eswa.2015.09.047

Wang, Q., Zhao, X & Voss, C. (2016). Customer orientation and innovation: A comparative study of manufacturing and service firms. International Journal of Production Economics, 171, 221-230. DOI: https://doi.org/10.1016/j.ijpe.2015.08.029

Wells, P. J. (2015). Executive remuneration: regulatory reforms in UK company law. International Journal of Law and Management, 57(4), 300-339. DOI: https://doi.org/10.1108/IJLMA-12-2013-0054

Welsh, E. T., Ganegoda, D. B., Arvey, R. D., Wiley, J. W. & Budd, J. W. (2012). Is there fire? Executive compensation and employee attitudes. Personnel Review, 41(3), 260-282. DOI: https://doi.org/10.1108/00483481211212742

Wen, J., Li, Y. & Hon, P. (2016). Customer mistreatment behavior and hotel employee organizational citizenship behavior: the mediating role of perceived organizational support. Nankai Business Review International, 7(3), 322-344. DOI: https://doi.org/10.1108/NBRI-02-2016-0009

Yan, L. C. & Ming, L. W. (2014). An investigation of employee attitudes towards training effectiveness. Mediterranean Journal of Social Sciences, 15(5), 810-824.

Zalewska, A. (2014). Gentlemen do not talk about money: Remuneration dispersion and firm performance relationship on British boards. Journal of Empirical Finance, 27, 40-57. DOI: https://doi.org/10.1016/j.jempfin.2013.09.001

Zayas-Ortiz, M., Rosario, E., Marquez, E. & Gruneiro, P. C. (2015). Relationship between organizational commitments and organizational citizenship behavior in a sample of private banking employees. International Journal of Sociology & Social Policy, 35(1/2), 91-106. DOI: https://doi.org/10.1108/IJSSP-02-2014-0010

Published
2016-10-30
How to Cite
O., O., & E, C. (2016). Modeling the Factors that Influence Employee Attitude and Service Delivery Behavior among Higher Education Professionals. Journal of Economics and Behavioral Studies, 8(5(J), 146-158. https://doi.org/10.22610/jebs.v8i5(J).1439
Section
Research Paper