Alfred Presbitero

Looking beyond HRM practices in enhancing employee retention in BPOs: : focus on employee–organisation value fit

This paper argues that the effectiveness of HRM practices in tackling employee retention can be enhanced by improving the compatibility between employee and organisational values. We test our hypothesis using structural equation modelling on a sample of 258 employees in business process outsourcing (BPO) firms in the Philippines. The results show that the fit between employee and organisation values positively and partially mediates the effects of HRM practices on employee retention. However, employee–organisation value clash in US-owned BPOs was found to have a negative effect on employee retention. Because employees are less likely to leave when they share similar values as their organisations, HRM practices can be used strategically to improve the employee–organisation value fit to improve retention. The implications of the findings for HR managers of BPOs in developing countries are fully discussed.

It’s not all about language ability: motivational cultural intelligence matters in call center performance

Abstract This study focuses on the role of motivational cultural intelligence (CQ) in call center performance. Call centers mainly rely on verbal communication with language ability playing a significant role in delivery of tasks. This study argues that motivational CQ, or the interest and efficacy when interacting with individuals from culturally diverse backgrounds, plays a significant role in call center performance. This study was conducted in the Philippines, one of the top destinations for offshore services like call centers. Studies were conducted at two time points to determine the relationship between language ability, motivational CQ, and task performance. At Time 1, the language ability of 125 call center agent applicants was determined and assessed. At Time 2 which was conducted six months later, performance data were obtained and the level of the motivational CQ of the respondents measured. Results show that language ability is positively and significantly related to task performance. However, when motivational CQ was included, the relationship between language ability and task performance became non-significant, which conveys the full mediating role of motivational CQ in that relationship.

How do changes in human resource management practices influence employee engagement? A longitudinal study in a hotel chain in the Philippines

ABSTRACT Drawing from social exchange theory, this study investigates how changes in human resource management practices influence and affect employee engagement in a hotel chain. Changes in human resource management practices were identified, and corresponding changes in the level of employee engagement were observed. One hundred forty-five employees from a hotel chain in the Philippines participated in a longitudinal study. Results show that improvements in human resource management practices, particularly in the areas of reward management and training and development, yielded positive and significant change in the level of employee engagement. Implications for human resource management, particularly in the hospitality and tourism context, are discussed.

Effects of intra- and inter-team dynamics on organisational learning: role of knowledge-sharing capability

This research investigates the moderating role of knowledge-sharing capability on the effects of team dynamics on organisational learning by decomposing team dynamics into two types, namely, intra-team and inter-team dynamics. Using structural equation modelling techniques and data from a large-scale survey of employees in Australia, it is shown that inter-team dynamics has a larger direct effect on organisational learning compared with intra-team dynamics. However, when taking the moderating effects of knowledge-sharing capability into consideration, intra-team dynamics contribute more to organisational learning. The findings suggest that knowledge-sharing capability is more critical within teams rather than between teams in enhancing organisational learning. The implications of these findings for knowledge management research and practice are fully discussed.

Religious expatriates’ cultural intelligence and adaptation: The role of intrinsic motivation for successful expatriation

Purpose The purpose of this paper is to provide new insights into religious expatriates’ cultural intelligence, adaptation and the role of motivation. Drawing mainly from the theory of intelligence (Sternberg, 1999) and theory of self-determination (Deci and Ryan, 2000), the study posits that cultural intelligence of a religious expatriate is positively and significantly related to his or her psychological and sociocultural adaptation. Moreover, the study hypothesizes that intrinsic motivation, as a type of motivation, plays a significant role in moderating the relationship between cultural intelligence and adaptation (both psychological and sociocultural). Design/methodology/approach In total, 110 religious expatriates from various religious communities were surveyed. They were asked to rate their cultural intelligence, intrinsic motivation and adaptation (i.e. psychological and sociocultural). Findings The results demonstrate that cultural intelligence is positively and significantly related to both psychological and sociocultural adaptation. Furthermore, results show that intrinsic motivation, as a type of motivation, moderates the relationship between cultural intelligence and adaptation (both psychological and sociocultural). Originality/value The study contributes to the limited studies on non-corporate expatriation focusing mainly on religious expatriation. In addition, it adds value by generating new insights into the importance not only of cultural intelligence but also of intrinsic motivation in ensuring high levels of psychological and sociocultural adaptation. It further offers a number of practical insights that can be relevant for both corporate and non-corporate expatriates.

Sustaining innovation of information technology service providers: Focus on the role of organisational collectivism

Purpose How do knowledge-intensive technology-based offshore information technology service providers (ITSPs) in developing countries sustain their innovation and remain competitive? The purpose of this paper is to answer this question by drawing from the knowledge-based view of firm innovation to argue that organisational collectivism (COLL) plays a crucial role in influencing the effects of knowledge-based capabilities on innovation of ITSPs. Design/methodology/approach The study develops a model which shows that learning mediates the effects of knowledge sharing on innovation and that COLL moderates the effects of knowledge sharing on both innovation and learning. A moderated-mediation model is tested using structural equation modelling techniques and data (n=388) from a survey of ITSPs in the Philippines. Findings The results show that knowledge sharing capability is positively related to innovation and that organisational learning capability fully mediates the effects of knowledge sharing on innovation. Moreover, COLL is found to significantly and positively moderate the effects of knowledge sharing on both organisational learning and innovation. The results indicate that organisational learning serves as the mechanism that transforms knowledge into innovation, but this effect is contingent on COLL of ITSPs. Practical implications The findings suggest that ITSPs from developing countries can look beyond costly investments in research and development activities to invigorate their innovative capabilities. ITSPs can focus on the development of their intangible assets such as COLL to enhance the effects of knowledge-based resources on innovation for sustaining their competitiveness. Originality/value The moderated-mediation analytical approach to assessing the joint effects of knowledge sharing, organisational learning and collectivism on innovation is novel. The significant effects of the moderator suggest that the mediation mechanisms might differ depending on the levels of development of COLL in the organisation.

Proactivity in career development of employees: The roles of proactive personality and cognitive complexity

Purpose – Drawing on proactivity literature, the purpose of this paper is to investigate the relationship between employee’s proactive career planning (taking initiative to prepare for one’s career) and proactive career enacting (taking initiative to act on career plans). This study also looks into the influence of proactive personality and cognitive complexity in the relationship between proactive career planning and proactive career enacting. Design/methodology/approach – Survey data were collected in Australia (study 1; n=271) and were tested using structural equation modeling. Another set of survey data were collected in a different cultural context in the Philippines (study 2; n=215) for cross-cultural validation. Findings – Results show that proactive career planning and proactive career enacting are positively and significantly related in both cultural contexts. Results also show that proactive personality or the stable disposition of an individual to take initiative and be involved in future-orien...

Global team members’ performance and the roles of cross-cultural training, cultural intelligence, and contact intensity: the case of global teams in IT offshoring sector

Abstract This study investigates an unexplored form of global team prevalent in the Information Technology (IT) offshoring sector where IT service providers work alongside with client representatives in a global team context. Guided by theories of intelligence and intergroup contact, this study investigates global team members’ individual-level task performance. Specifically, this study examines the development of global team members’ cultural intelligence (CQ) following cross-cultural training. This study also determines the effects of improved CQ on individual-level task performance and examines the moderating role of contact intensity on the relationship between improved CQ and individual-level task performance. Data on the development of CQ, participation in cross-cultural training, and contact intensity were collected from 225 global team members while data on task performance were obtained from each of the global team members’ supervisors. The results of the statistical analyses reveal that: (i) CQ improved following participation in cross-cultural training sessions; (ii) improved CQ is positively and significantly related to individual-level task performance; and (iii) contact intensity moderates the relationship between improved CQ and individual-level task performance. These findings have a number of theoretical and practical implications for international organizations such as those in the IT offshoring sector.

Employee proactivity in hotels undergoing organizational change and development

ABSTRACT Drawing from self-regulation and goal-regulation theories, this study focuses on employee proactivity in the context of a hotel that is undergoing change and development. Two hundred twenty eight employees from a hotel undergoing restructuring in Australia took part in this study. A survey instrument was developed and the data obtained from the survey were analyzed. Results show that employee proactive envisioning, employee proactive planning, and employee proactive enacting are positively and significantly interrelated. In addition, results show that organizational climate for innovation and leader vision are positively and significantly related to employee proactive envisioning and serve as situational correlates of employee proactivity. Implications for human resource management, particularly in the hotel industry, are discussed.

Subordinate's proactivity in performance planning: implications for performance management systems

Previous studies have called for the investigation of individual-level factors that influence performance management systems. Drawing on self-regulation theory, this study investigates subordinates proactivity in performance planning. Self-regulation theory suggests that individuals can actively participate in planning for the future by having standards and monitoring themselves through self-regulatory processes. Given the integral role that subordinates play in the effectiveness of performance management systems, this study carefully examines their self-regulation in the form of proactivity in relation to performance planning. Using matched data obtained from 225 subordinates and their respective supervisors in an organisation in Australia, results show that proactive personality or the tendency of an individual to be relatively unconstrained by situational factors is found to be positively and significantly related to proactive performance planning. In addition, results show that proactive feedback-seeking behaviour or the active solicitation of feedback partially mediates the relationship between proactive personality and proactive performance planning.