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
Authors | Cogin, Julie, Sanders, Karin and Williamson, Ian O. |
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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. |
Keywords | customer satisfaction ; gender egalitarianism; human resource management; upper-echelon perspective; work-family |
Year | 01 Jan 2018 |
Journal | Human Resource Management |
Journal citation | 57 (1), pp. 279-291 |
Publisher | Wiley-Liss Inc. |
ISSN | 0090-4848 |
Digital Object Identifier (DOI) | https://doi.org/10.1002/hrm.21833 |
Web address (URL) | https://onlinelibrary.wiley.com/doi/10.1002/hrm.21833 |
Open access | Published as non-open access |
Research or scholarly | Research |
Page range | 279-291 |
Author's accepted manuscript | License All rights reserved File Access Level Open |
Publisher's version | License All rights reserved File Access Level Controlled |
Output status | Published |
Publication dates | |
Online | 23 Feb 2018 |
Publication process dates | |
Accepted | 03 Nov 2016 |
Deposited | 12 Jun 2024 |
Additional information | © 2017 Wiley Periodicals, Inc. |
For author manuscript: This article is protected by copyright. All rights reserved | |
Place of publication | United States |
https://acuresearchbank.acu.edu.au/item/909qq/work-life-support-practices-and-customer-satisfaction-the-role-of-tmt-composition-and-country-culture
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Author's accepted manuscript
AM_Cogin_2018_Work_life_support_practices_and_customer.pdf | |
License: All rights reserved | |
File access level: Open |
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