Work-life support practices and customer satisfaction : The role of TMT composition and country culture

Journal article


Cogin, Julie, Sanders, Karin and Williamson, Ian O.. (2018). Work-life support practices and customer satisfaction : The role of TMT composition and country culture. Human Resource Management. 57(1), pp. 279-291. https://doi.org/10.1002/hrm.21833
AuthorsCogin, Julie, Sanders, Karin and Williamson, Ian O.
Abstract

Despite the growing prevalence of work-life support (WLS) practices in companies, there is a lack of theoretical and empirical clarity on their benefits to organizational performance. It is also unclear if the organizational performance effects of WLS practices vary based on an organization's internal and external environments. The dual objective of this paper is to investigate whether WLS practices relate to customer-focused outcomes and, if so, under which conditions WLS practices yield benefits. Drawing on contingency theory, we examine how the boundary conditions of internal firm characteristics (e.g., percentage of top management team [TMT] members with children) and external environmental factors (e.g., gender egalitarianism of the country) moderate the relationship between WLS practices and customer satisfaction. We shed light on these issues by examining multisource, longitudinal data collected over three years from a multinational corporation operating in 27 countries. The results show that both percentage of TMT members with children and gender egalitarianism of the country strengthen the relationship between WLS practices and customer satisfaction. The findings provide insights into the circumstances when WLS practices provide performance benefits for firms and the translatability of these benefits from one country to another.

Keywordscustomer satisfaction ; gender egalitarianism; human resource management; upper-echelon perspective; work-family
Year01 Jan 2018
JournalHuman Resource Management
Journal citation57 (1), pp. 279-291
PublisherWiley-Liss Inc.
ISSN0090-4848
Digital Object Identifier (DOI)https://doi.org/10.1002/hrm.21833
Web address (URL)https://onlinelibrary.wiley.com/doi/10.1002/hrm.21833
Open accessPublished as non-open access
Research or scholarlyResearch
Page range279-291
Author's accepted manuscript
License
All rights reserved
File Access Level
Open
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online23 Feb 2018
Publication process dates
Accepted03 Nov 2016
Deposited12 Jun 2024
Additional information

© 2017 Wiley Periodicals, Inc.

For author manuscript: This article is protected by copyright. All rights reserved

Place of publicationUnited States
Permalink -

https://acuresearchbank.acu.edu.au/item/909qq/work-life-support-practices-and-customer-satisfaction-the-role-of-tmt-composition-and-country-culture

Download files


Author's accepted manuscript
AM_Cogin_2018_Work_life_support_practices_and_customer.pdf
License: All rights reserved
File access level: Open

Restricted files

Publisher's version

  • 9
    total views
  • 12
    total downloads
  • 0
    views this month
  • 0
    downloads this month
These values are for the period from 19th October 2020, when this repository was created.

Export as

Related outputs

Formalizing the HRM and firm performance link : the S-curve hypothesis
Lee, Ilro and Cogin, Julie. (2022). Formalizing the HRM and firm performance link : the S-curve hypothesis. International Journal of Human Resource Management. 33(5), pp. 898-929. https://doi.org/10.1080/09585192.2020.1746682