Management Review October 2019

1. The Relationship between Leader Motivating Language and Key Employee Outcomes in Call Centers in Bacolod City

Kyra Audrey V. Pulohanan, MSc

The Call Center Industry is one of the biggest industries in the Philippines, providing jobs for thousands of Filipinos. However, because of the daily challenges that call center agents face, high job turnover rates resulted. To resolve the matter, leaders needed Leader Motivating Language to enhance their key employee outcomes – decision-making, job satisfaction, organizational commitment and employee performance. These employee outcomes are indicators as to whether or not the call center agent would voluntarily leave the organization.

The Leader Motivating Language was studied alongside the key employee outcomes using Multiple Linear Regression, which was mediated by demographics. This study was guided by six (6) research objectives and was conducted at five (5) call centers in Bacolod City, Negros Occidental, Philippines. A total of 201 call center agents participated in the study. The results of the study showed that the leader motivating language and strategic language model is useful in improving key employee outcomes.

2. An Assessment of Service Quality and Its Impact on Customer Satisfaction in After-Sales Services of Real Estate Buyers in Metro Manila

James K. I. Sison, MSc

The purpose of this study is to assess the impact of after-sales service quality on customer satisfaction of real estate buyers in Metro Manila. A survey questionnaire which covered the service quality dimensions (reliability, assurance, tangibles, empathy, and responsiveness) and customer satisfaction was utilized. The researcher gathered 309 survey and 7 interview responses for the study. Results showed that respondents are “moderate” and “moderately satisfied” for real estate after-sales services. Also, all service quality dimensions had a positive correlation with customer satisfaction. Lastly, reliability and empathy showed a significant positive impact on customer satisfaction.

This study provides awareness to real estate developers on the impact of after-sales service quality in increasing customer satisfaction of property buyers. Also, through this study, the Metro Manila’s property developers would be able to assess their level of after-sales service quality, to gain insights to improving the quality of services provided to raise the levels of customer satisfaction of property buyers.

3. The Effects of Entrepreneurial Orientation (EO) on the Growth of Micro & Small Enterprises (MSE’s) in Antipolo City

Romeo D. Tepace Jr., MSc

Utilizing growth of Micro and Small Enterprises (MSE’s), we investigated the relationship between the Entrepreneurial Orientation (EO) and growth of MSE in Antipolo City. As EO has five dimensions, the study also aims to investigate to what extent these dimensions affect the growth. It was mainly hypothesized that entrepreneurial orientation has significant effect on MSME growth. Growth was measured by increase in sales and increase in employees. Results confirmed that EO has an impact to the growth of MSME’s. Further, it was found that innovativeness, proactiveness, and risk-taking propensity have a positive impact on growth, particularly in the increase in sales. However, for increase in employee index, autonomy and proactiveness weakens when moderated by environment factors. The results of the study have important implications to the existing entrepreneurs, researchers or study, consultants, and policy makers.

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