• 한국IT서비스학회지
• /
• 제16권3호
• /
• pp.185-203
• /
• 2017

Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

• The Journal of Asian Finance, Economics and Business
• /
• 제7권10호
• /
• pp.675-685
• /
• 2020

The main purpose of this study is to investigate the potential effect of ownership concentration on the relationship between board composition and bank performance. The study employs a sample of Saudi banks listed on Saudi stock exchange (TADAUWL) over the period from 2011 to 2018. To test the study hypotheses and control for endogeneity issues, the Ordinary Least Square (OLS) and the Two-Stage Least Squares (2SLS) techniques are used. The empirical results reveal a significant negative moderating effect of ownership concentration on the association between board composition and bank performance, which confirms the study argument and supports hypotheses. The results indicate that board composition in terms of independent board members, executive board members, and non-executive board members in banks with higher ownership concentration have a weaker positive influence on bank performance. For control variables, the results are almost consistent with theoretical perspectives and previous empirical evidence. The results of this study have important implications for regulatory authorities, companies, and market participants in Saudi Arabia and countries with high concentrated ownership to understand how ownership concentration could affect corporate governance and firm performance and to identify appropriate actions to protect board composition from the influence of ownership concentration.

• 아동학회지
• /
• 제34권3호
• /
• pp.113-128
• /
• 2013

This study examined the effects of academic stress and response styles on depression in adolescents, focusing on the moderating role of responses styles. The subjects of this study comprised 419 high school students (185 boys and 234 girls) in two high schools. In order to measure the level of depression, the CES-D Scale (Radloff, 1977) was used. Academic stress and response styles were assessed by the Academic Stress Scale for adolescents (Lee & Kim, 2000) and the Response Styles Questionnaire (Kim, 1991) respectively. The data were analyzed by means of descriptive statistics, t-test, and multiple regressions. The results indicated that for both boys and girls, the levels of academic stress and rumination response style increased the level of depression, whereas the distraction response style decreased the level of depression. Second, both the rumination and distraction styles for girls moderated the effect of academic stress on their depression. On the contrary, there was no moderating effect of the response styles for boys.

• 가정∙방문간호학회지
• /
• 제24권2호
• /
• pp.160-168
• /
• 2017

Purpose: Optimism is an important psychological variable that functions positively in stress adaptation process. The purpose of this study was to identify either a mediating or moderating effect of optimism in the relationship between stress and well-being among mothers of children with diabetes mellitus. Methods: A sample of 109 mothers of children with diabetes mellitus was recruited in a tertiary hospital in B city and they completed self-reported questionnaires. Multiple regression analysis models were used to test the mediating and moderating effects of optimism in the relationship between stress and well-being. Results: The results of the multiple and hierarchical regression analysis showed that the role of optimism was examined a partial mediator of the relation between stress and well-being, not a moderator. Increased stress was associated with decreasing optimism and well-being, and increased optimism predicted increased well-being among mothers of children with diabetes mellitus. Conclusion: Optimism is more likely to play a role as mediator, rather than as a moderator. This finding suggests the importance of optimism in improving the well-being of mothers of children with diabetes mellitus.

• The Journal of Asian Finance, Economics and Business
• /
• 제8권10호
• /
• pp.341-352
• /
• 2021

Research on SMEs highlights their limited resources and the influential role of SMEs' owners/managers. In this respect, scholars stressed the importance of different capabilities possessed by owners/managers of SMEs in developing a competitive position and enhancing firm performance. This study intended to examine the direct influence of two fundamental capabilities: financial literacy and networking competency possessed by owners/managers of SMEs in China and the United Arab Emirate (UAE) on SMEs' financial performance. In addition, this research tested the moderating impact of market orientation. The quantitative research method was employed by administering structured questionnaires. A total of 150 and 120 questionnaires were collected from owners/managers of SMEs in China and UAE. Structural equation modeling was used for data analysis using Smart-Pls. Findings revealed that SMEs' financial performance was positively related to maintaining financial literacy and networking competency in both samples. Further, market orientation was found to strengthen the positive impact of financial literacy and networking competency on SMEs' financial performance in China. However, market orientation had a significant moderating impact only on the relationship between networking and the financial performance of SMEs in the UAE. This paper ends with providing a set of concluding remarks, recommendations, and potential areas of further research.

• The Journal of Asian Finance, Economics and Business
• /
• 제8권3호
• /
• pp.1249-1256
• /
• 2021

This study investigates the company value determinant by observing the effect of financial performance and Corporate Social Responsibility (CSR) and its role in moderating performance achievement. The macro-economy variables such as inflation and interest rate are also used as the controlling variable. This research employs the sample of manufacturing companies of the food and beverage sub-sector listed on the Indonesia Stock Exchange. This study used panel data from 2013 to 2017, with the moderating regression analysis. The result shows that the profitability of the current or previous period affects the company's value. CSR and company size affect the company value at the next period shows that stock price, which reflects the investor's perception today, will be affected by the CSR, Size, and Return On Asset of the previous year. CSR also shows that it can be the substitute for profitability since a company that performs CSR is the one that has a good performance. The regression moderating model and the profitability of the previous period have a higher explanatory power than the higher R square value in explaining company value.

• 유통과학연구
• /
• 제19권8호
• /
• pp.101-112
• /
• 2021

Purpose: This study aims to explain the effect distribution strategy and competitiveness of entrepreneurial personality on marketing capabilities and performance, the effect of marketing capabilities on marketing performance, the role of marketing capabilities as a mediating variable on the effect of entrepreneurial personality on marketing performance, and the role of credit access moderating effect of entrepreneurial personality on marketing capabilities and performance. Research design, data, and methodology: This research was conducted in Bali, on a small clothing industry. The sample size was set at 150 respondents, using a cluster random sampling approach. Data were analyzed using descriptive analysis techniques and partial least square. Result: The findings show that; entrepreneurial personality and marketing capabilities have a significant effect on marketing performance, entrepreneurial personality has a significant effect on marketing capabilities. Another result shows that marketing capability mediates the effect of entrepreneurial personality on marketing performance, access to credit acts as a moderating predictor, and as quasi moderating the effect of entrepreneurial personality on marketing performance. Conclusions: Entrepreneurs should try to increase their knowledge and skills in marketing formally or informally. Competence in terms of individual knowledge and skills can indicate social capital investment, which indirectly contributes to one's mindset and insight.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권2호
• /
• pp.437-448
• /
• 2022

The impact of supervisory communication apprehension (SCA) on subordinates' job performance was investigated in this study. We also examined the impact of task-related uncertainty in mediating the relationship between SCA and subordinate work performance, as well as the role of information-seeking behavior in moderating the relationship between task-related uncertainty and subordinate job performance. A sample of subordinates and their supervisors from public and private sector enterprises in Pakistan were used in the study. The concept of communication apprehension is not limited to a single organization or industry, and the conditions suggest that apprehensive supervisors are likely to exist in different organizations and industries in Pakistan, including banks, telecommunications, and development sector organizations. Company directors and leaders of human resources departments were contacted to reach out to possible respondents. SmartPLS software was used to evaluate the data using a structural equation modeling technique which is commonly used in explanatory studies (Atta et al., 2021). We found evidence to support ideas predicting the association between SCA and subordinate job performance, as well as the mediating role of task-related ambiguity in the relationship. Furthermore, the findings show that information-seeking activity has a moderating effect on the link between task-related ambiguity and subordinate job performance. This is one of the first studies to look at major mediating and moderating mechanisms in the link between SCA and subordinate job performance.

• Journal of Smart Tourism
• /
• 제4권2호
• /
• pp.25-33
• /
• 2024

This study examines the factors influencing the use of mobile food ordering applications and their impact on consumption behavior amidst recent societal changes. It re-evaluates the relevance of factors from the UTAUT2 theory in predicting customers' behavioral intentions. Additionally, the study explores the moderating effect of confidence in food safety measures (CFSM). Quantitative research methods are employed. A structured questionnaire that measures the psychological factors, behavioral intention, and actual usage of mobile food ordering applications was used to collect customer data. Regression and moderation analyses are conducted to test the hypotheses and examine the moderating role of CFSM. The findings reveal that performance expectation, effort expectation, and habit significantly predict customers' intention to use mobile food ordering applications. Moreover, for customers with high CFSM, social influence, facilitating conditions, and hedonic motivation add additional contributions to their behavioral intention. This study extends the UTAUT2 theory by applying it to mobile food ordering applications and examining the influence of CFSM. It identifies the specific factors that drive customers' intention to use these applications and highlights the importance of CFSM as a moderating factor. The findings offer theoretical insights and practical implications for researchers and practitioners in the mobile food ordering industry.

• 대한간호학회지
• /
• 제54권3호
• /
• pp.329-339
• /
• 2024

Purpose: This study investigated the moderating role of general self-efficacy (GSE) on how stress caused by pregnancy and daily hassle affect the risk of preterm birth (PTB) in women experiencing preterm labor. Methods: This cross-sectional study included 196 pregnant women experiencing preterm labor before 37 weeks of gestation. We used IBM SPSS Statistics 27 and employed Hayes process macro version 4 (model 1) and hierarchical regression to analyze the moderating effect of GSE on the relationship between pregnancy stress, daily hassle stress, and PTB risk. Results: Stress caused by pregnancy and daily hassle was positively correlated to PTB risk (r = .54, p < .001; r = .25, p < .001, respectively). While GSE did not significantly correlate with pregnancy stress, it negatively correlated with daily hassle stress (r = - .19, p = .009). GSE significantly moderated the relationship between combined stressors and PTB risk. As GSE levels increased, escalation in PTB risk in response to increasing stress levels was a more pronounced, highlighting a complex interaction between higher GSE levels and response to escalating stress levels. This model accounted for 39.5% of the variance in the PTB risk. Conclusion: Higher GSE may amplify the impact of stress on PTB risk, rather than mitigate it, which suggests a more nuanced role of GSE in the stress response of pregnant women at risk of preterm labor. GSE should be considered in care strategies, and managing its impact on stress perception and responses in pregnant women is crucial.