This study aims to investigate the relationship between workspace design and communication within an organization. Specifically, we clarify the workspace characteristics that could affect intra-organizational communication in terms of physical settings and social environment of the workspace. Previous studies in the field of architecture, psychology and management have revealed that workplace design have affected members’ activities using the workspace. However, they have not paid sufficient attention to the relationship in terms of the effect of time. The longer people spend in a certain workplace, the more socialization and adaptation to space are facilitated, and the more the way of communication changes. To address this issue, we conducted a quantitative study of a Japanese company. The results are the followings: 1) physical characteristics of the workspace affected the ease of communication for employees who had used the office for a short period of time, and 2) social environment of the workspace inhibited communication concerning employees’ routine work and their individual problem-solving. This result implies the importance of managing physical settings and social environment of the workspace, considering the effect of time.
This research focuses on gratitude as positive communication among members in workplaces. Specifically, we aim to examine the effect of “collective gratitude,” an experience of gratitude shared by the members of workplaces, on affective commitment of the members. The research also investigates whether workplace gender diversity moderates the positive effects of collective gratitude. We conducted an employee survey at a group of Japanese companies. As a result of hierarchical linear modeling, we found the positive effect of the experience of gratitude on employees’ affective commitment, both at individual and collective levels. We also found that the positive effect of collective gratitude was significantly stronger at the workplaces with a high level of gender diversity.
This paper explores how work engagement (WE) affects employees’ family lives. Drawing on Conservation of Resources Theory, the paper investigates how three dimensions of WE—vigor, dedication and absorption—differentially influence family time squeeze (FTS) for dual-career employees.
As we had expected, vigor reduced FTS, while absorption increased FTS after controlling for hours of overtime, suggesting that the amount of work does not necessarily explain the negative effects of WE. As to moderating effects, gender did not moderate the relationships between all three dimensions of WE and FTS. The effects of vigor and dedication on FTS were stronger when the quality of family relationships was high. This implies that amicable personal relations at home increase the positive effect of WE on FTS. The effect of dedication on FTS was weaker when the quality of family relationship was high, indicating that family relations buffer the negative impact of dedication. While the vast majority of past studies focused on the positive effect of WE, this study reveals the presence of both positive and negative effects of sub-dimensions of WE as well as the moderating effect of family relationship.
Customer organizations that adopt new social services encounter difficulties in continuously using such services. Although previous researches have focused on the creation and diffusion of new social services, few studies have clarified the mechanisms that promote the continuous usage of those services by customer organizations. This paper examines the effects that spontaneously created networks among customer organizations have on the continuous usage of new social services.
The survival analysis is employed by using the case of “learning therapy,” a dementia prevention or improvement service for nursing-care facilities. The paper analyzes differences in the learning therapy survival rate by comparing the network structure, cohesive or centralized, wherein the customer organization is embedded. The empirical results indicate that the survival rate increases when a customer organization is embedded in a cohesive network. The paper concludes as follows: 1) affective trust among the customer organizations is developed through this network, thereby facilitating knowledge-sharing; 2) when customer organizations share knowledge of the usage of new social services, they engage in quality improvement and problem-solving for that service to further promote its continuous usage.
This study demonstrates that customers change their motivation to engage in online settings depending on an interaction between a company and other customers. According to organizational support theory and justice theory, when customers can observe how others are treated, they compare their own treatment with that of others. Likewise, in online settings where customers can observe how the company rewards other customers, they compare own treatment with that of others, and consequently, change their motivation to engage.
Previous studies clarify the effect of rewards on customer motivation by studying customer referral programs and conducting classroom experiments. However, they do not consider the effect of rewards on other customers who just observe a rewarding activity. This research provides theoretical and managerial implications on how companies can manage customer motivation to engage when companies’ behavior to an individual customer is visible to all customers.
The analysis presented in this paper is based on a unique data set of interactions between a company and its customers drawn from YouTube, consisting of 200,000 comments.