International Journal of Organizational Analysis

Institutional and individual factors impacting domestic private companies in China : Table of Contents

Lei Wang, Leonel Prieto — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to examine several institutional and individual factors impacting business dynamics of domestic private companies in China. Design/methodology/approach – Basing the discussion on detailed interviews with business owners, the paper discusses recent and future effects of financial and legal systems, social networks, family support, informal institutions, and business people's educational and work experiences on domestic, private companies. Findings – The unfolding interplay between formal and informal institutions appears to be crucial for the future of the private sector and the development of free market institutions. Business people, who benefit from the changing orders bring about by economic reform, now want formal institutions to provide stability and security. The Chinese state has played, and will continue to play, a central role in most institutionalization processes. In addition to further shaping and stabilizing their institutional framework, Chinese private companies appear to face the following challenges: acquiring more soft management skills, resolving the potential agency problem of companies with mixed ownership managed by families, and solving the latent succession problem for some family businesses that originate from the “one child policy.” Originality/value – Although the paper focuses on institutional and individual factors that pertain to the Chinese private business environment and business owners, the findings of this study deepen the understanding of the development of private firms conducting business in transitional economies.

Self-serving attributions and burnout among service employees : Table of Contents

Dana Yagil, Hasida Ben-Zur — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to explore the role of self-serving attributions by service providers in reaction to customers' perceived negative and positive behaviors. Design/methodology/approach – Questionnaires are completed by 398 service providers. Findings – The hypotheses, supported by the results, are that service providers would make more external attributions of negative customer behaviors and more internal attributions of positive behaviors. However, the external attributions of negative behaviors are expected to be positively related to burnout because it conflicts with the organizational message regarding the customer's rights. Attributions are found to mediate the relationship between frequency of customers' behaviors and burnout. Empowerment is positively related to internal attributions of both positive and negative behaviors. Research limitations/implications – The study is conducted with a convenience sample and does not represent a broad spectrum of the service sector. Customers positive and negative behaviors are explored through respondents' self-reports. Furthermore, the service encounters, namely a one-time service interaction or a long-term service relationship are not differentiated. Practical implications – Self-serving attributions made by employees do not always accord to managerial policy. In order to minimize the conflict between the organizational notion of the customer's rights and service provider's self-serving attributions, management must make a clear distinction between customer negative behaviors and service failure. While service providers should assume responsibility for correcting failures, they should not be blamed for customer negative behaviors. Furthermore, management should encourage the internal attribution of positive customer behaviors. Originality/value – While in most contexts the attribution of negative events externally is found to have a positive effect, the effect of such attribution in the service context is not obvious. The notion of the customer being always right suggests that in the case of a conflict, the service provider is wrong by default. Making external attributions of negative customer behaviors conflicts with organizational standards as well as creates a gap between the service provider's external behavior and his/her internal state. The research question addresses the mediating role of such attributions in the relationship of the frequency of customers' behaviors and service providers' burnout. In additon, to address this issue more fully, the scope of customer behavior beyond the adverse behaviors examined in previous studies is broaden.

Demands, appraisal, coping and outcomes: Positive and negative aspects of occupational stress in veterinarians : Table of Contents

Dianne Gardner, Richard Fletcher — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to investigate relationships among cognitive appraisal of work demands, coping, positive and negative affect, and job satisfaction using structural equation modeling (SEM). Gender differences are also examined. Design/methodology/approach – A total of 659 registered veterinarians respond to a postal survey investigating appraisal, coping, and outcomes in the context of work-related stressors. Veterinarians are selected as the study group due to the high reported rates of stress within the profession. Findings – The hypothesized model is a good fit to the data. Patterns of appraisal and coping are evident which meant that a potentially stressful work demand could result in positive rather than negative outcomes. The more a demand is seen as a challenge the more use is made of task-focused coping and the less use is made of avoidance, with higher levels of positive affect and job satisfaction. In contrast, threat appraisals are associated with more avoidance, more negative affect, and reduced job satisfaction. Research limitations/implications – The paper employs a cross-sectional self-report design from which it is not possible to infer causal relationships among variables. The sample comprises veterinarians employed within New Zealand and it remains to be seen whether the findings can be replicated in other groups and in other countries and cultures. Longitudinal research is needed to establish how patterns of appraisal and coping develop over time and the concurrent and lagged effects of work demands on outcomes. Practical implications – Differences exist in the ways in which individuals appraise and cope with work demands. Primary appraisal is an assessment of whether demands match the resources available to manage them. Appropriate management strategies may involve reducing demands, increasing resources, or increasing perceptions of resource availability and building effective coping strategies which are appropriate to the situation. Assessment of the causes and consequences of work demands is required and it is important to identify and build on aspects of work which are satisfying and rewarding. Originality/value – Few models of work relate stress and well-being to date have considered how work demands can give rise to both positive and negative outcomes. This paper has explored how processes of appraisal and coping can have a significant impact on how demands are experienced. A strength of the study is that differences are not due to differences in measures between gender groups as measurement invariance is established. Differences are, therefore, due to actual differences amongst groups on the hypothesized relationships based on theory.

Organizational alignment: A model to explain the relationships between organizational relevant variables : Table of Contents

Isabel Quiros — Mon Oct 05 11:22:02 BST 2009

Abstract:
Purpose – The purpose of this paper is to propose a theoretical model for the in-depth study of organizations, producing a framework which makes it possible to clarify many propositions and to specifically test the theory. In order to carry out this assignment, the paper has two sub-objectives. Design/methodology/approach – The first one studies the adaptation of the internal culture-structure variables as a way to determine the congruity of the components of the companies which form the real structure and to study the behavior that is expected from the people in the organization. The second sub-aim is to analyze whether the partial adaptations of real structure mentioned above are orientated correctly towards the achievement of the strategic aims. Only a suitable design of the real structure which in turn enables the attainment of the aims raised by the strategy will give rise to the obtaining of a suitable level of efficiency. Findings – The key contribution of the paper is to render operative in practical terms such a diffuse concept as is the alignment model. Originality/value – Alignment theory has been combined with configuration theory to detect the ideal cultural, structural, and strategic options and making the comparison with the real forms possible in order to analyze the possible deviations and to predict the level of efficiency.