Heather H. Jia

Customer relationship management strategic application and organizational effectiveness: an empirical investigation

This study was undertaken to study the impact of customer relationship management (CRM) as a strategic approach on overall organizational effectiveness and to identify barriers that affect CRM success. A survey of customer relationship management practices was developed and distributed to 500 randomly selected financial service providers in the United States. Follow‐up interviews were also conducted with key managers among several financial service providers. The results show that organizations generally considered themselves successful at managing their customer relationship management programs. However, while they have achieved significant improvement in customer responsiveness and performance, they have not reached the order of magnitude of improvements ascribed to customer relationship management. This exploratory empirical investigation provides insight into the effectiveness of implementing a customer relationship management strategy approach for increasing the probability of success of the CRM approach and identifies areas that need further investigation.

Factorial validity of problematic Internet use scales

There exists a number of multidimensional measurement scales for problematic Internet use (PIU) with varying factor structures. This study reviews the factor analytic techniques used to develop these measures and discusses their implications for the factorial validity, particularly discriminant validity, of these PIU scales. To further illustrate these points, we reformulate the four-factor Online Cognition Scale into a more parsimonious two-factor measure (i.e., dependency and distraction) and demonstrate its factorial validity as well as robustness across student and working adult samples. Contributions of this research are discussed.

Cyberloafing and Personality The Impact of the Big Five Traits and Workplace Situational Factors

The current study sought to expand prior research on cyberloafing by considering the impact of personality, as well as some previously unexplored situational factors. Specifically, we examined the impact of the Big Five personality factors, as well as the presence of an Internet usage policy and perceived work meaningfulness, on the amount of employee cyberloafing. Hierarchical regression analyses found that, controlling for gender and age, conscientiousness, emotional stability, and the presence of an Internet usage policy were all negatively related with cyberloafing whereas extroversion had a significant, positive relationship with cyberloafing. Implications of these findings for research and managerial practices are discussed.

Challenges Women Face in Leadership Positions and Organizational Effectiveness: An Investigation

This study was undertaken to discover working public thoughts about roles of United States women in leadership positions and to test the relationship between managerial leadership styles and organizational effectiveness. A survey of perceptions of leadership roles and effectiveness distributed 700 randomly selected entities from industries in the United States. Findings suggest approximately 50% of women leaders perceive barriers that prevent women for

Maybe you should blame your parents: Parental attachment, gender, and problematic Internet use

Background and aims Prior research has generally established parental attachment as a predictor of problematic Internet use (PIU). However, findings across studies are inconsistent as to which factor(s) of attachment style (i.e., attachment anxiety and attachment avoidance) contributes to PIU. Another gap in the literature is that as most studies highlight the importance of maternal (over paternal) attachment security in inhibiting PIU, little research has examined the possibility of a gender difference, where maternal and paternal attachment securities may exert different influences on males and females. Methods An anonymous survey was completed by 243 undergraduate students in a public university in the U.S. Midwest. In addition to demographic information, the survey contained measurement scales to assess PIU and parental attachment (both maternal and paternal). Results Survey data show that (a) attachment anxiety, but not attachment avoidance, is significantly related to PIU and (b) gender significantly moderates this relationship, where paternal attachment anxiety leads to PIU in female students while maternal attachment anxiety contributes to PIU in male students. Conclusions This study deepens our understanding in the relationship between family upbringing, particularly parental attachment, and PIU. More specifically, attachment anxiety is found to be a significant predictor of PIU, but attachment avoidance is not. Also, contributing to the research literature is the finding of a significant gender effect in this relationship.

Service climate in knowledge-intensive, internal service settings

Purpose This study aims to extend service climate research from its existing focus on routine service for external clients into a knowledge-intensive, internal (KII) service setting. This extension was important because internal knowledge workers may operate from a monopolistic perspective and not view themselves as service providers because of the technical/professional nature of their work. Design/methodology/approach Two surveys were distributed in participating organizations. One survey, completed by employees in information technology (IT) service units, contains measures of service climate, climate antecedents and technical competence. The second survey, filled out by members of their corporate customer units, taps their evaluations of service quality. Findings Service climate in IT service units significantly predicted service evaluations by their respective customer units. Importantly, service climate was more predictive than IT service employees’ technical competency. Role ambiguity, empowerment and work facilitation were also found to be significant service climate antecedents. Research limitations/implications These results provided strong empirical evidence supporting an extension of the existing service climate research to KII service settings. To the extent that front-line service employees rely on internal support to deliver quality service to external customers, managers should work to enhance the service climate in internal support units, which ultimately improves external service quality. Originality/value This is the first study that establishes the robustness of the service climate construct in KII service settings. It makes service climate a useful managerial tool for improving both internal and external service quality.