An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase Intentions

Yıl 2022, , 73 - 101, 30.11.2022

Mustafa Şehirli

https://doi.org/10.30613/curesosc.1094142

Cited By: 1

Öz

This article aimed to reveal the effects of four different psychological approaches for employees to be satisfied with their jobs and consequently to increase the customers' intentions to prefer them again. These four different approaches are mindfulness, embodied cognition, behavioral intention, and altruism. In the study, one concrete behavior that is thought to represent each of these four different approaches was tested. These behaviors are respectively feeling high energy (mindfulness), listening while with mouth slightly opened (embodied cognition), thinking of the self as eager to show high interest (behavioral intention), and asking questions (altruism). Theatrical applications were carried out with a total of 571 participants from three different profile groups (healthcare employees, automotive service employees and students) in an educational environment, with four different scenarios and eight different versions and the results were statistically compared and analyzed. As a result of the research, it was determined that the four behaviors in question increased employees' job satisfaction, customers' satisfaction, and repurchase intentions, but that there were no significant differences between them in terms of their effects. This research reveals that simple and individual attitude and behavior changes could lead to significant business outcomes such as customer loyalty.

Anahtar Kelimeler

Job Satisfaction, Customer Satisfaction, Repurchase Intention, Mindfulness, Embodied Cognition

Çalışanların İş Tatmini, Müşterilerin Memnuniyeti ve Tekrar Satın Alma Niyetleri Üzerinde Farkındalık, Bedensel Biliş, Davranışsal Niyet ve Özgeciliğin Etkileri Üzerine Ampirik Bir Çalışma

Öz

Bu makalenin amacı çalışanların yaptıkları işten tatmin olmaları ve bunun sonucunda da müşterilerin kendilerini tekrar tercih etme niyetlerinin artması için dört farklı psikolojik yaklaşımın etkilerini ortaya koymaktır. Bu dört yaklaşım öz farkındalık (mindfullnes), bedenleşmiş biliş (embodied cognition), davranışsal niyet ve diğerkamlıktır (altruism). Araştırmada bu dört yaklaşımı temsil ettiği düşünülen ayrı birer somut davranış test edilmiştir. Bu davranışlar sırasıyla yüksek enerjili olduğunu hissetme (öz farkındalık), hafifçe ağzını açarak dinleme (bedenleşmiş biliş), yüksek ilgi gösterme amacıyla istekli olduğunu düşünme (davranışsal niyet) ve soru sormadır (diğerkamlık). Toplamda öğrenci ve çalışanlardan oluşan 571 farklı denekle eğitim ortamında tiyatral uygulama yapılmış ve sonuçlar değerlendirilmiştir. Denekler kendilerinden istenen davranışları sergiledikten hemen sonra değerlendirmede bulunmuşlardır. Karşılaştırma yapabilmek için her bir davranış için diğer koşullar aynı kalmak üzere önce ve sonrası olarak iki ayrı değerlendirme yapılmıştır. Araştırma sonucunda söz konusu dört davranışın çalışanların kendi iş tatminlerini, müşterilerin memnuniyetlerini ve tekrar satın alma niyetlerini artırdığı, ancak etkileri konusunda kendi aralarında anlamlı bir farklılık olmadığı tespit edilmiştir.

Anahtar Kelimeler

İş Tatmini, Müşteri Memnuniyeti, Tekrar Satın Alma Niyeti, Özfarkındalık, Bedenleşmiş Biliş

Kaynakça

• Abdul Razaka, N.S., Marimuthub, M., Omarc, A., & Mamatd, M. (2014). Trust and Repurchase Intention on Online Tourism Services among Malaysian Consumers. Procedia - Social and Behavioral Sciences, 130, 577 – 582.
• Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. In J. Kuhl & J. Beckmann (Eds), Action Control: From Cognition to Behavior (pp. 11-39). Berlin: Springer-Verlag.
• Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179-211.
• Aziri, B. (2011). Job Satisfaction: A Literature Revıew. Management Research & Practice, 3(4), 77-86.
• Beilock, S.L, & Goldin-Meadow, S. (2010). Gesture Changes Thought by Grounding It in Action. Psychological Science, 21(11), 1605-10. https://doi.org/10.1177/0956797610385353
• Bishop, J.A. (2020, April 16). Özfarkındalık: Duygusal Zeka ve Zihin, Beden, Ruh Etkileşimi https://www.kendinigelistir.com/ozfarkindalik-duygusal-zeka-ve-zihin-beden-ruh-etkilesimi/#ixzz 63vDnyZqt
• Bitner, M.J. (1990). Evaluating service encounters; the effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.
• Bodie, G.D. (2011). The Active-Empathic Listening Scale (AELS): Conceptualization and Evidence of Validity Within the Interpersonal Domain. Communication Quarterly, 59(3), 277-295. https://doi.org/10.1080/01463373.2011.583495
• Brown, K. W., & Ryan, R. M. (2003). The benefits of being present: Mindfulness and its role in psychological well-being. Journal of Personality and Social Psychology, 84, 822–848.
• Brown K.W., Ryan R.M., & Creswell J.D. (2007). Mindfulness: Theoretical Foundations and Evidence for its Salutary Effects. Psychological Inquiry. 18(4), 211–237.
• Burroughs, James E., & Aric Rindfleisch (2002), Materialism and well-being: A conflicting values perspective, JCR, 29(December), 348-370.
• Chatzisarantis, N.L.D., & Hagger, M.S. (2007). Mindfulness and the Intention-Behavior Relationship Within the Theory of Planned Behavior. Personality and Social Psychology Bulletin, 33(5), 663-676.
• Chen, M., & Bargh, J. (1999). Consequences of automatic evaluation: Immediate behavioral predispositions to approach or avoid the stimu- lus. Personality & Social Psychology Bulletin, 25, 215-224.
• Chou, K.L. (1996). The rushton, chrisjohn and fekken selfreport altruism scale: A Chinese translation. Personality and Individual Differences, 21(2), 297–298. https://doi.org/10.1016/0191-8869(96)00040-2
• Christen, M., Iyer, G., & Soberman, D. (2006). Job Satisfaction, Job Performance, and Effort: A Reexamination Using Agency Theory. Journal of Marketing, 70, 137-150.
• Cohen, R. (1972). Altruism: Human, Cultural, or What?. Journal of Social Issues, 28, 39-57. https://doi.org/10.1111/j.1540-4560.1972.tb00031.x
• Dane, E., & Brummel, B.J. (2013). Examining workplace mindfulness and its relations to job performance and turnover intention. Human Relations. 67(1), 105–128.
• Denise, J.J. (2003). The effects of employee service quality provision and customer personality traits on customer participation, satisfaction, and repurchase intentions. (LSU Doctoral Dissertations. 3975). Louisiana State University, USA.
• Dick A.S., Basu K.(1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing, 22(2), 99-113.
• Dick, B.J., Eldridge, B.M., Steger, M.F., & Duffy, R.D. (2012). Development and validation of the Calling and Vocation Questionnaire (CVQ) and Brief Calling Scale (BCS). Journal of Career Assessment, 20(3), 242–263.
• Dong, O., Howard, T. (2006.) Emotional Intelligence, Trust and Job Satisfaction. Competition Forum; Indiana. 4(2), 381-388.
• Edward, W., Bi-Kun, T., Tzy-Ling, C., & Shu-Chun, C. (2012). The influence of emotions displayed and personal selling on customer behaviour intention. The Service Industries Journal. 32. 353-366. https://doi.org/10.1080/02642069.2010.545392.
• Fehr, E., &Fischbacher, U. (2003). The nature of human altruism. Nature 425, 785-791. https://doi.org/10.1038/nature02043
• Fehr, R., & Gelfande, M. J. (2012). The forgiving organization: A multilevel model of forgiveness at work. Academy of Management Review 2012, 37( 4), 664–688.
• Fishbein, M. (1980). A theory of reasoned action: Some applications and implications.In H. Howe & M. Page (Eds.), Nebraska Symposium on Motivation (Vol. 27, pp. 65-116). Lincoln, NB: University of Nebraska Press.
• Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
• Fodor, M. (2009). Self-expansion-expanded. New integrated paradigm for psychology. Psychology 2.0 Books, Lu-lu.com.
• Fuhrmann, A., & Kuhl, J. (1998). Maintaining a health diet: Effects of personality and self-regard versus self-punishment on to and enactment of self-chosen and assigned goals. Psychology and Health, 13,651-86.
• Freeman, R. B. (1978). Job Satisfaction As An Economic Variable. American Economic Review, 68(2), 135-141.
• Gilles I., Mayer M., Courvoisier N., & Peytremann-Bridevaux I. (2017). Joint analyses of open comments and quantitative data: Added value in a job satisfaction survey of hospital professionals. PLoS ONE, 12(3). https://doi.org/10.1371/journal.pone.0173950
• Gounaris, S.,& Boukis, A. (2013) "The role of employee job satisfaction in strengthening customer repurchase intentions". Journal of Services Marketing, 27(4), 322-333. https://doi.org//10.1108/08876041311330799
• Goleman, D. (2019). Duygusal Zeka. EQ Neden IQ dan Değerlidir. İstanbul:Varlık Yayınları
• Havas, D. A., Glenberg, A. M. ve Rinck, M. (2007). Emotion simulation during language comprehension. Psychonomic Bulletin and Review, 14, 436-441.
• Hauk, O., Johnsrude, I., & Pulvermüller, F. (2004). Somatotopic representation of action words in human motor and premotor cortex. Neuron, 41, 301-307.
• Huang, W. (2010).Effects of perceived employee effort and compensation on complainer and non-complainer service evaluations. Journal of Service Management, 21(2), 191-211.
• Hyland, P., Lee, R., Mills,A., & Maura J. (2005). Mindfulness at Work: A New Approach to Improving Individual and Organizational; Performance, Industrial and Organizational Psychology, 8(4), 576–602.
• Johnson, M. D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions [Electronic version]. Journal of Marketing, 70(2), 122-132.
• Judge, T.A., Bono, J.E., & Locke, E.A. (2000).Personality and Job Satisfaction: The Mediating Role of Job Characteristics. Journal of Applied Psychology, 85( 2), 237-249.
• Kadıhasanoğlu, D. (2012). Zihnin sınırları. PiVOLKA, Başkent Üniversitesi Fen Edebiyat Fakültesi, Psikoloji Bölümü, Eleştirel - Yaratıcı Düşünme ve Davranış Araştırmaları Laboratuvarı, 22(7), 15-19.
• Kageyama, Y. (2016). The Effect of Employee Behaviors on Consumers' Emotions and Behavioral Intentions in Positive Service Encounters. Electronic Theses and Dissertations. 4965. University of Central Florida, USA.
• Kandampully, J., & Suhartanto, D. (2003). The Role of Customer Satisfaction and Image in Gaining Customer Loyalty in the Hotel Industry. Journal of Hospitality & Leisure Marketing, 10(1-2), 3-25. https://doi.org/10.1300/J150v10n01_02
• Kendon, A. (1972). Some relationship between body motion and speech. In Aaron Siegman &Benjamin Pope (eds.), Studies in dyadic communication, 177–216. Elmsford: Pergamon Press.
• Kim, D. J, Ferrin, D., & Rao, R. (2003). An Investigation of Consumer Online Trust and Purchase-Repurchase Intentions. International Conference on Information Systems ICIS 2003 Proceedings: 15-17 December 2003, Seattle, Washington. 353-365. Research Collection Lee Kong Chian School Of Business.
• Kim,W. (2009). Customers' Responses to Customer Orientation of Service Employees in Full‐Service Restaurants: A Relational Benefits Perspective. Journal of Quality Assurance In Hospitality & Tourism, 10(3), 153-174.
• Koelemeijer, K., Roest, H. C. A., & Verhallen, T. M. M. (1993). An integrative framework of perceived service quality and its relations to satisfaction/dissatisfaction, attitude and repurchase intention: A multilevel approach. In J. Chias, & J. Sureda (Eds.), Marketing for the new Europe: Dealing with complexity (Proceedings of the 22nd Annual Conference of the European Marketing Agency), (pp. 683-699).
• Kotler, P. (1980). Marketing Management: Analysis, planning and control (4th ed.).Englewood Cliffs. NJ. Prentice Hall.
• Kuswoyo, K., Tentama, F., & Muhopilah, P. (2020) Altruism scale a psychometric study for junior high school student. International Journal of Sciences: Basic and Applied Research, 51(2). 208-219.
• Marcu, G. (2020). Self-reported altruism as predictor for active-empathic listening skills. The International Journal of Counseling and Education, 5(1), 23-28. http://doi.org/10.23916/0020200525810
• Lee,H., Lee Y., & Yoo,D. (2000). The Determinants of Perceived Service Quality and Its Relationship with Satisfaction. Journal of Services Marketing, 14(3), 217-231. http://doi.org/10.1108/08876040010327220
• Liao,H. (2007). Do It Right This Time: The Role of Employee Service Recovery Performance in Customer-Perceived Justice and Customer Loyalty After Service Failures. Journal of Applied Psychology, 92(2), 475-89.
• Locke, E.A. (1969). What is job satisfaction? Organizational Behavior and Human Performance, 4(4), 309-336.
• Locke, E.A. (1976). The nature and causes of jobsatisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297–1349).
• Mao, Z., & Lyu, J. (2017). Why travelers use Airbnb again?: An integrative approach to understanding travelers’ repurchase intention. International Journal of Contemporary Hospitality Management, 29(9), 2464-2482. http://doi.org/10.1108/IJCHM-08-2016-0439
• Marchand, T. H. (2010). Embodied cognition and communication: studies with British fine woodworkers. Journal of the Royal Anthropological Institute, 16, 100-120. http://doi.org/10.1111/j.1467-9655.2010.01612.x
• Meyer, T., Barnes, D., & Friend, S. (2017). The role of delight in driving repurchase intentions. Journal of Personal Selling and Sales Management, 37(1), 67-71. http://doi.org/10.1080/08853134.2016.1272052
• Mittal, B., & Lassar W. M. (1998). Why do Customer Switch? The Dynamics of Satisfaction Versus Loyalty. Journal Of Service Marketing, 12(3), 177-194.
• Mussweiler, T. (2006). Doing is for thinking! Stereotype activation by stereotypic movements. Psychological Science, 17, 17-21.
• Oliver, R. (1999). Whence Customer Loyalty. Journal of Marketing, 63, 33-44.
• Orbell, S. (2003). Personality systems interactions theory and the theory of planned behaviour: Evidence that self-regulatory volitional components enhance enactment of studying behaviour. British Journal of Social Psychology, 42, 95-112.
• Pincus, D. J.(1986). Communication Satisfaction, Job Satisfaction and Job Performance. Human Communication Research, 12,(3), 395-419.
• Raza, M.U., Adeel, A., Nazama, M., Akash R.S.I., Hashimc, M., Ahmad,J., & Khan, M.I. (2019). Impact of Indıvidual and Professional Aspects of Emplayee Behavior on Customer Satisfaction: Emprical Evidences from Pakistani Banking Sector. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 10( 4), 489-499. http://doi.org/10.14456/ITJEMAST.2019.47
• Reb, J., Narayanan, J., & Ho, Z.W. (2015). Mindfulness at Work: Antecedents and Consequences of Employee Awareness and Absent-mindedness. Mindfulness. 6(1), 111-122.
• Rhodes, R. E., & Dickau, L. (2012). Experimental evidence for the intention–behavior relationship in the physical activity domain: A meta-analysis. Health Psychology, 31(6), 724–727. https://doi.org/10.1037/a0027290
• Rhodes, R. E., Plotnikoff, R. C., & Courneya, K. S. (2008). Predicting the physical activity intention-behaviour profiles of adopters and maintainers using three social cognition models. Annals of Behavioral Medicine, 36, 244 –252. https://doi.org/10.1007/s12160-008-9071-6
• Rogers, R. W. (1983). Cognitive and physiological processes in fear appeals and attitude change: A revised theory of protection motivation. In B. L. Cacioppo & L. L.Petty (Eds), Social Psychophysiology: A Sourcebook. Guilford.
• Ruiter, J.D., (2007). Postcards from the mind: The relationship between speech, imagistic gesture, and thought. Gesture 7(1), 21-38.
• Salanova M., Agut S., & Peiro, J.M. (2005). Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. Journal of Applied Psychology, 90(6),1217-27. https://doi.org/10.1037/0021-9010.90.6.1217
• Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks:Replication and extension. Journal of Applied Psychology, 70, 423–433.
• Sheeran, P. (2002). Intention—Behavior Relations: A Conceptual and Empirical Review, European Review of Social Psychology, 12(1), 1-36.
• Shi, X., & Zhang, L. (2017). Effects of altruism and burnout on driving behavior of bus drivers. Accident Analysis&Prevention, 102, 110-115. https://doi.org/10.1016/j.aap.2017.02.025.
• Shoemaker,S.,Lewis R.C. (1999). Customer loyalty: the future of hospitality. Marketing, Hospitality, Management, 18, 345-370.
• Shooshtarian,Z., Ameli, F., Lari, M.A. (2013). The Effect of Labor's Emotional Intelligence on Their Job Satisfaction, Job Performance and Commitment. Iranian Journal of Management Studies, 6,(1), 27-43.
• Sumaiya A., Samara, M., Saba, M., & Ayesha, T. N. (2013). Impact of Altruism and Courtesy on Employees’ Attitudes: A Study of Telecom Industry of Pakistan. Middle-East Journal of Scientific Research,18(6), 815-820. https://doi.org/10.5829/idosi.mejsr.2013.18.6.11765
• Sung, Y., & Choi, S. M. (2010). “I Won’t leave You Although You Disappoint Me”: The Interplay Between Satisfaction, Investment, and Alternatives in Determining Consumer-Brand Relationship Commitment. Psychology&Marketing, 27(11), 1050-1074.
• Sousa-Poza, A., Sousa-Poza, A.A. (2000). Well-being at work: a cross-national analysis of the levels and determinants of job satisfaction. Journal of Socio-Economics, 29, 517–538.
• Tanur, J. (1992). Questions About Questions: Inquiries into the Cognitive Bases of Surveys. New York: Russel Sage Foundation.
• Thelen, E., Schöner, G., Scheier, C., & Smith, L. B.(2001). The dynamics of embodiment: A fi eld theory of infant perseverative reaching. Behavioral and Brain Sciences, 24, 1-86.
• Thiam, A.(2013). Customer Satisfaction and Loyalty Intention of Customers of Financial Institutions in North Cyprus. (Master Thesies), Eastern Mediterranean University, Master of Arts In Marketing Management. Eastern Mediterranean University. North Cyprus
• Triandis, H. C. (1980). Values, attitudes, and interpersonal behavior. In H. Howe & M.Page (Eds), Nebraska Symposium on Motivation (Vol. 27, pp. 195-259).NB: University of Nebraska Press.
• Tung Y, Chou Y, Chang Y, Chung, K. (2020). Association of intrinsic and extrinsic motivating factors with physician burnout and job satisfaction: a nationwide cross-sectional survey in Taiwan. BMJ Open 2020;10(3). https://doi.org/10.1136/bmjopen-2019-035948
• Van Gordon, W., Shonin, E., Zangeneh, M., & Griffiths, M.D. (2014). Can mindfulness really improve work-related mental health and job performance? International Journal of Mental Health and Addiction, 12, 129-137.
• Vigripat, T., Chan,P. (2007). An Empirical Investigation of the Relationship Between Service Quality, Brand Image, Trust, Customer Satisfaction, Repurchase Intention and Recommendation to Others. In International DSI / Asia and Pacific DSI 2007. Full Paper.
• Wansoo Kim (2009) Customers' Responses to Customer Orientation of Service Employees in Full‐Service Restaurants: A Relational Benefits Perspective. Journal of Quality Assurance In Hospitality & Tourism, 10:3, 153-174. https://doi.org/10.1080/15280080902988188
• Webb, T. L., & Sheeran, P. (2006). Does changing behavioral intentions engender behavior change? A meta-analysis of the experimental evidence. Psychological Bulletin, 132, 249 –268. https://doi.org/10.1037/0033-2909.132.2.249
• Williams, L. E., & Bargh, J. A. (2008). Keeping ones distance. Psychological Science, 19(3), 302–308. https://doi.org/10.1111/j.1467-9280.2008.02084.x