Improving service delivery: Investigating the role of information sharing, job characteristics, and employee satisfaction
Why this work is in the frame
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
Bibliographic record
Abstract
Purpose The purpose of this study is to propose and test a model designed to investigate the impact of job characteristics, employee satisfaction, and information sharing on two key indicators of quality service delivery, such as worker perceptions of their efficiency and customer focus. Design/methodology/approach During the project, 9,060 employees of a large national telecommunications organization in North America provided information in two surveys six months apart. The model was tested by using the PLS (Partial Least Squares) procedure. Findings The results found support for the proposed model, indicating that autonomy and challenging work contribute to employee satisfaction, and that employee satisfaction and information sharing relate to greater reported efficiency and customer focus. The results and their implications are discussed. Research limitations/implications The key limitation of this project is that the suggested model was tested in only one organization in one industry. In future, the nomological validity of the model should be confirmed in other settings. Practical implications The findings suggest that HR departments should cooperate with IT departments to promote high‐quality service delivery. Originality/value Whereas HR is traditionally the domain of employee satisfaction initiatives, it is the IT department that typically spearheads knowledge management initiatives. By coordinating these two ventures together, and aligning their goals, senior managers will be able to realize more favorable outcomes.
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Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.001 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.000 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it