Department of Organisation and Human Resource Management
Permanent URI for this collectionhttp://197.255.125.131:4000/handle/123456789/23062
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Item Does humane leadership influence customer service orientation of financial institutions? The moderating effect of job satisfaction of casual employees(African Journal of Economic and Management Studies, 2024) Dzogbenuku, R.K.; Sokro, E.; Dartey-Baah,K.Purpose – This study seeks to assess how a humane leadership style affects customer service orientation among casual employees of financial service institutions in Ghana. Using job satisfaction as a moderator, this study predicts that a humane leadership style influences casual employees’ customer service orientation. Design/methodology/approach – Survey data were obtained from 328 frontline casual employees of financial service firms. The structural equation modelling technique of partial least squares was used to test the hypothesised relationships. Findings – The study found that a humane leadership style positively and significantly drives customer service behaviour. Job satisfaction also had a positive effect on customer service orientation among casual employees. Originality/value – The study appears to be the first of its kind to explore the moderating role of job satisfaction in the connection between humane leadership and customer service orientation from the perspective of casual employees. The study highlights insightful practical implications for corporate managers, HR practitioners and marketing academics.Item Mediation role of diversity climate on leadership and job satisfaction in the Ghanaian public sector(World Journal of Entrepreneurship, Management and Sustainable Development, 2020-05-15) Anlesinya, A.; Mickson, M.K.; Malcalm, E.Purpose This study examines the mediation role of diversity climate in the relationship between transformational leadership, transactional leadership and job satisfaction from the two-factor perspectives of intrinsic and extrinsic job satisfactions among local government servants in Ghana. Design/methodology/approach The study uses cross-sectional data from 322 employees in local government service of Ghana in the Greater Accra Region using purposive and stratified sampling methods. Bootstrapping method of mediation estimated using structural equation modelling is employed to test the hypothesized relationships. Findings The results find a differential effect of leadership behaviours on intrinsic and extrinsic job satisfaction, where transformation and transactional leadership relate positively to intrinsic and extrinsic job satisfaction respectively. Furthermore, the empirical findings reveal that diversity climate has mediated the relationship between transformational leadership and intrinsic job satisfaction, implying that diversity climate is an important process through which transformational leadership behaviours can elicit intrinsic job satisfaction among local government servants. Surprisingly, however, diversity climate does not serve as an important transmission mechanism in the relationship between transactional leadership and extrinsic job satisfaction. Practical implications This means that public sector leaders or managers can improve intrinsic job satisfaction among local government servants and by extension public sector employees by creating an ideal climate for diversity by transforming the work environment through leadership, specifically, transformational leadership behaviours. Originality/value Although studies abound on the link between leadership behaviours (transformational and transactional) and job satisfaction, the mediating effect of diversity climate as a mechanism in this relationship is very scarce and rare to find. Hence, our study has made original contributions to theory and practice by highlighting the role of diversity climate in converting leadership behaviours, specifically; transformational leadership into creating intrinsically satisfied workers in the public sectorItem Examining occupational stress, job satisfaction and gender difference among bank tellers: evidence from Ghana(International Journal of Productivity and Performance Management, 2020-01-27) Dartey-Baah, K.; Quartey, S.H.; Osafo, G.A.Purpose – Bank tellers have been ignored in stress research. The purpose of this paper is to investigate the relationships between occupational stress, job satisfaction, and gender difference among bank tellers in Ghana. Design/methodology/approach – Using a cross-sectional survey approach, the authors used questionnaires to collect data from bank tellers in Ghana. Valid questionnaires were retrieved from 112 tellers across four banks. The hypotheses were tested using Pearson r-test, standard multiple regression and independent t-test. Findings – The results revealed that tellers are more likely to exhibit counterproductive behaviours such as job dissatisfaction due to work-related stress. The results further showed that gender is not a strong determinant of job satisfaction and occupational stress among the bank tellers. Thus, both male and female tellers can have similar stress perceptions and experiences. Also, both male and female tellers can be satisfied with their jobs. Research limitations/implications – The findings must be interpreted with caution because crosssectional surveys are often criticised for causality issues. The causality issue here is that the use of crosssectional data did not allow the study to examine any changes in some of the constructs examined with time. Also, the results are occupation, industry and country-specific. Practical implications – To reduce counterproductive behaviours due to occupational stress, human resource managers and line managers of the banks urgently need to train bank tellers on stress management. Emotional intelligence training is also necessary for bank tellers to obtain the needed resources and competencies to deal with daily stress. Social implications – A stressful work environment negatively affects employee and organisational productivity and performance. The socioeconomic consequences of occupational stress are expensive for organisations, economies and society. The indirect effect of stress on employees’ families and friends are often ignored by organisations. Originality/value – The transactional stress theory has been applied towards an understanding of occupational stress and job satisfaction among bank tellers. The examination and establishment of particular relationships between occupational stress, job satisfaction and gender difference are significant for human resource managers and other line managers.Item Importance of employer-employee relationship towards the growth of a business(Quality - Access to Success, 2018-10) Ansah, H.R.; Osei, J.; Sorooshian, S.; Aikhuele, D.O.Most often, employer-employee relationships may contribute to the achievement of organizational goals or otherwise. The type of relationship built in an organization may affect productivity negatively or positively. Though the objective of every organization is to maximize profit, employer-employee relationship can be a hindrance to the achievement of those objectives. The objective of this research is to present evidence-based information to readers on the importance of the employer-employee relationship towards the growth of a business. The paper also highlights the role of job satisfaction towards inspiring good relationships between these two parties and recommends guidelines on how the relationship can be managed. To extend the qualitative data, a relationship survey was designed to assess Ghanaian business owners and employees’ opinions about relationships, and its significant role towards the success of their businesses. Also, the survey measured job satisfaction of the employees. From the results, job satisfaction was identified as the accurate indicator of good relationships between employers and employees. The study found that business owners shared a positive notion that relationships play an important role towards their business as these contribute to the growth of their business. © 2018, SRAC - Romanian Society for Quality. All rights reserved.Item Influencing dynamics of culture and employee factors on retail banks’ performances in a developing country context(Emerald Group Publishing Ltd., 2016) Sanda, M.-A.; Kuada, J.Purpose: This paper aims to investigate the influencing dynamics of culture (national and organizational), employee characteristics, employee job satisfaction and organizational commitment in determining the organizational performances of firms in the retail banking sector in a developing country such as Ghana. Design/methodology/approach: A conceptual framework linking national and organizational cultures to employees’ job satisfaction, job characteristics, organizational commitment and organizational performance was developed, and their measurement scales were adapted to guide the empirical investigation. Data were collected using a questionnaire filled in by 300 employees in nine retail banks in Ghana. The results were first analyzed by carrying out data reduction of the measured scales by using the Statistical Package for the Social Sciences-based factor analysis approach. The reduced data obtained from the factor analysis were then analyzed for model goodness fit by using the Analysis of Moment Structures-based structural equation modeling approach. Findings: Effective organizational performance of retail banks in Ghana is directly influenced by the relationships among organizational culture, employee job satisfaction and organizational commitment. Research limitations/implications: The study sample was drawn from a single sub-sector of the Ghanaian economy. Replications and extensions of the study in different sectors that are experiencing high growth will help test the robustness and generalizability of the findings. Practical implications: The study provides empirical knowledge that could be used to understand the influencing interrelationships among organizational culture, employee job satisfaction and organizational commitment on the organizational performances of retail banking firms in a developing country context. Originality/value: The study adds to the literature as one of the most comprehensive studies of the links between culture, job satisfaction, employee characteristics and organizational commitment toward organizational performance within the banking sector in Ghana to date. © 2016, © Emerald Group Publishing Limited.Item Work-family conflict, demographic characteristics and job satisfaction among ghanaian corporate leaders(International Journal of Business, 2015-11) Dartey-Baah, K.This study examines the relationship between the construct of work-family conflicts (WFC) and job satisfaction as well as the differences between the demographic characteristics and WFC with reference to the leadership of Ghanaian businesses. 100 Ghanaian corporate leaders from business organizations in the Accra Metropolis participated in a comprehensive cross-sectional survey which considered multiple scales across WFC domains. Pearson correlation coefficient, Independent sample t-test and One-way ANOVA were used to test the hypotheses. The results indicate that work-to-family and family-to-work conflict has a negative effect on managers' job satisfaction and age was seen to have positive relationship with conflicts emanating from work-to-family.Item “Carrot and stick” leadership style Can it predict employees’ job satisfaction in a contemporary business organisation?(University of Ghana, 2015-01) Dartey-Baah, K.; Ampofo, E.leadership style in predicting employees’ job satisfaction in a modern business organization. Design/methodology/approach – The study was cross-sectional in nature and made use of structured questionnaire to collect data. Stratified and simple random sampling techniques were used to select the respondents. In total, 215 questionnaires were returned by respondents out of the 220 administered. Taylor and Bowers (1974) overall job satisfaction questionnaire and Bass and Avolio (2004) multifactor leadership questionnaire, were used to measure job satisfaction (α¼0.812) and transactional leadership style (α¼0.761), respectively. Simple linear regression was also used to predict the relationship between the constructs. Findings – Results indicated significant and positive relationship between managers transactional leadership style and employees overall job satisfaction ( β¼0.292, po0.001). Moreover, contingent reward ( β¼0.313, po0.001) and management by exception (active) ( β¼0.208, po0.001) were, respectively, found to be statistically significant and positively related with job satisfaction. However, there was no significant relationship between management by exception (passive) and job satisfaction. Originality/value – This study adds to research that transactional leadership is broadly ideal for employees of manufacturing firms in Ghana where tasks are routine, objectives are clearly stated and work outputs can easily be measured. Keywords Job satisfaction, Leadership style, Transactional leadership Paper type Research paper