research 4

     Call center agents usually experience stress because they need to meet growing customer expectations, unpredictable demands and workloads. These agents may be emotionally troubled because they must cope with challenging customers and at the same time deliver excellent customer service to uphold their organization’s standards. Given the harmful consequences of emotional exhaustion on call center personnel and organizations, it is crucial to understand certain personal characteristics of individuals that might prevent emotional exhaustion at work. One such individual characteristic that has been proposed frequently in research to help employees manage psychological stress in a workplace effectively is “mindfulness”.

     In particular, this benefit of mindfulness in the context of call center industry has been unveiled in the research of the ICO NIDA’s faculty member, Associate Professor Dr. Peerayuth Charoensukmongkol, which is published in “the Journal of General Psychology” (Scopus/Scimago Q2). The research was coauthored with the ICO NIDA’s alumni, Dr. Jenette Villegas Puyod.

     Their research collected survey data from call center agents working at five business process outsourcing units in the Philippines. The results they obtain clearly show that call center agents who possess a higher level of mindfulness tend to experience a lower level of emotional exhaustion. However, their results additionally show that not all groups of call center agents tend to benefit from mindfulness in terms of stress reduction to the same extent. They found that the negative effect of mindfulness on emotional exhaustion of call center agents is particularly strong for (1) those who experience high job demands, (2) those who hold a supervisory position, (3) those who are young, and (4) those who are single. For these four groups of agents, the higher the quality of mindfulness they possess, the lower the level of emotional exhaustion they experience.

     In the end, their research recommends that the companies that operate call center business may need to provide mindfulness training for employees to help them develop and/or improve their quality of mindfulness. A mindfulness exercise, such as meditation, could be offered to employees during breaks or before or after work hours to help them relax from work strain. The training should be required particularly for those who hold a supervisory position and those who work in a job function that involves a heavy workload. Moreover, companies may make the training mandatory for young employees and for those who are single. As these two groups tend to be less emotionally mature, mindfulness training might be a more effective intervention that helps reduce the probability that they will experience the emotional exhaustion that can occur easily in their jobs.

Reference
Charoensukmongkol, P., & Puyod, J. V. (2022). Mindfulness and emotional exhaustion in call center agents in the Philippines: Moderating roles of work and personal characteristics, The Journal of General Psychology, 149(1), 72-96. https://doi.org/10.1080/00221309.2020.1800582

research 3

    Mr. Peetikarn Pattanawit, a Ph.D. candidate of ICO NIDA, recently published part of his dissertation in the “Management Research Review”, which is the journal ranked in the “SCImago Quartile 2” and the “Scopus Top 21 percentile”.

     The key tenet of his research is about work motivation of real estate agents. Basically, the real estate industry has been characterized as a sector that has a high turnover rate compared to others. Although the opportunity to make substantial commissions appears to tempt people to choose this career, many of them seem to have low intrinsic motivation and do not see the meaning in the tasks that they perform. Due to this problem, his research was conducted to examine what characteristics of the workplace may be able to motivate real estate agents intrinsically and help them develop a sense of meaning in their work.

     Theoretically, his research applies the person-environment fit theory to verify the effect of “Workplace spirituality” on real estate agents’ person-job (P-J) fit, customer-oriented organizational citizenship behavior (CO-OCB) and job performance that real estate agents demonstrate. Fundamentally, “Workplace spirituality” represents the characteristics of the work environment that allow employees to discover the meaning in their work, develop strong connections with other organizational members, and establish an alignment between their core beliefs and the organization’s values.

     From the analysis of the survey data collected from 398 agents working at 60 brokerage firms in Bangkok, his results showed that real estate agents working in an environment that had a high level of workplace spirituality tended to demonstrate a high level of P-J fit. The greater their P-J fit, the more the CO-OCB and greater the job performance they demonstrated.

     In the end, his research offers some recommendations for human resources management in brokerage firms that could help them enhance their agents’ work motivation and performance. The management is recommended to develop and maintain an organizational environment that fosters meaningful work, a sense of community and alignment with organizational values. These practices are expected to help the agents acquire the sense of workplace spirituality, which can enhance their P-J fit subsequently and motivate them intrinsically to be more enthusiastic and more productive in performing their sales tasks.

     His research was under close supervision and guidance of his thesis adviser, Assoc. Prof. Dr. Peerayuth Charoensukmongkol.

Source:
Pattanawit, P., & Charoensukmongkol, P. (2022). Benefits of Workplace Spirituality on Real Estate Agents’ Work Outcomes: The Mediating Role of Person-Job Fit. Management Research Review. https://doi.org/10.1108/MRR-06-2021-0482

research 2

     Expatriates assigned by multinational enterprises (MNEs) to manage subsidiaries in foreign countries often play a critical role in determining the MNEs’ global performance. However, cultural differences between the expatriate’s home and host countries can make it difficult for them to work effectively with local employees. Therefore, expatriates must possess cross-cultural competence to increase their effectiveness in working with foreign employees and managing subsidiaries in their host country.

     The evidence about this role of cross-cultural competence has been documented in the recent research by the faculty of ICO NIDA, Assoc. Prof. Dr. Peerayuth Charoensukmongkol, which is published in the “Scopus Top 6 percentile journal (Scimago Quartile 1)”. In particular, his research proposes that one characteristic that determines expatriates’ ability to effectively handle international assignments is cultural intelligence (CQ). His research collected survey data from 201 dyads of Chinese expatriates and Thai employees at the subsidiaries of Chinese multinational enterprises in Thailand. His results indicate that CQ facilitates the Chinese expatriates to understand Thai employees’ cultural characteristics and help them make appropriate cultural adaptations accordingly. This could lead the Thai employees to have a favorable attitude toward the Chinese expatriates and view them as benevolent supervisors, thereby encouraging the Thai employees to develop close interpersonal relationship with the Chinese expatriates.

     For the recommendation for MNEs, his research suggests that the selection of the expatriates for the international assignment may need to be based on their level of cross-cultural competence. Alternatively, MNEs could offer extensive cross-cultural training to their prospective expatriates. These recommendations can help expatriates develop a strong understanding of the cultures of local employees in the host country, thereby promoting the opportunity to establish a trusting relationship with local employees and enhance their effectiveness in cross-cultural management

Source:
Charoensukmongkol, P. (2021), How Chinese Expatriates’ Cultural Intelligence Promotes Supervisor-Subordinate Guanxi with Thai Employees: The Mediating Effect of Expatriates’ Benevolence, International Journal of Cross Cultural Management, 21(1), 9-30. https://doi.org/10.1177/1470595821996735

research 1

     Mr. Bastian Eine, a recent Ph.D. graduate of ICO NIDA from Germany, successfully published part of his dissertation in the “Asian Journal of Business Research”, which is ranked in the “SCImago Quartile 3” (Scopus).

     His research examined the effect of perceived usefulness, perceived ease of use, trust in the sellers, and perceived sellers’ risk on the intention to repurchase in online marketplaces, by performing the cross-country analysis between Thailand and Germany. His online survey data were collected from 404 Thai and 405 German participants. The results showed that the effect of perceived usefulness, perceived ease of use, and trust in the sellers were significantly higher in Thai than in German respondents. However, there was no significant difference between the two nationalities in the effect of perceived sellers’ risk on the intention to repurchase in online marketplaces.

     In the end, his research recommended international companies’ managers and cross-cultural marketers to develop different strategies for different countries based on consumers’ cultural characteristics.

     His research was under close supervision and guidance of his thesis adviser, Assoc. Prof. Dr. Peerayuth Charoensukmongkol.

Reference
Eine, B., & Charoensukmongkol, P. (2021). The Cross-Cultural Perspective of Factors Influencing Online Shopping Intention: A Comparison Between Thai and German, Asian Journal of Business Research, 11(1), 20-39. https://doi.org/10.14707/ajbr.210097

NEWS

     The faculty member of ICO NIDA, Assoc. Prof. Dr. Peerayuth Charoensukmongkol, has been ranked among the top World scientists by the AD Scientific index in the area of “International Relations” (Social sciences).
Number 1 in Thailand
Number 8 in Asia
Number 139 of the World

https://www.adscientificindex.com/scientist.php?s=1…

     The AD Scientific Index is a ranking system with a methodology based on the principle of including only meritorious scientists. Based on Google Scholar’s total h-index scores, it lists all academicians, who are ranked in the world in the top 10,000 and top 100,000 in university rankings.

ประกาศ เรื่องการรับสมัครผู้สมควรดำรงตำแหน่งคณบดีวิทยาลัยนานาชาติ สถาบันบัณฑิตพัฒนบริหารศาสตร์ อ่านเพิ่มเติม / Read more

5.4News4

The world’s “Top 2% scientists” listed by the Stanford University, USA has been recently updated (October 2021). And for the two consecutive years, the faculty of ICO NIDA, Associate Professor Dr. Peerayuth Charoensukmongkol, has been ranked among the Top 2% scientists in the field of “Business and Management”. His new c-score of 3.271 makes him to be ranked as the world’s number 31,832 based on his research published from 2011 to 2020 (Current Scopus h-index=18).

The updated ranking lists 2021 contain the names of the top 190,063 researchers from the total of 6,880,389 researchers around the world. Of this total, only 232 researchers are based in Thailand, and only 2 are ranked in the field of “Business and Management”.

Source

Table_1_Authors_singleyr_2020_wopp_extracted_202108.xlsx

https://elsevier.digitalcommonsdata.com/data…/btchxktzyw/3

NIDA Academic Writing for Publication

5.3News3

 

สำนักวิจัย ขอเชิญทุกท่านรับฟังการบรรยายพิเศษ

NIDA Academic Writing for Publication

(บรรยายเป็นภาษาไทย)

“ผ่านระบบออนไลน์ Microsoft Teams”

เข้าร่วมฟรีไม่มีค่าใช้จ่าย

เรื่อง “การเขียนงานวิจัยเพื่อตีพิมพ์ในวารสารระดับนานาชาติ”

ในวันพุธที่ 29 กันยายน 2564

เวลา 13.00-16.00 น.

บรรยายโดย

ร.ศ.ดร.พีรยุทธ เจริญสุขมงคล

อาจารย์ประจำวิทยาลัยนานาชาติ

สถาบันบัณฑิตพัฒนบริหารศาสตร์

ท่านใดสนใจเข้าร่วมกิจกรรม สามารถสแกน QR Code เพื่อลงทะเบียนได้ หรือลงทะเบียนผ่านทาง URL: https://forms.gle/hFm5gB5qzo5RAUsX8

*โปรดลงทะเบียนภายในวันศุกร์ที่ 24 กันยายน 2564*

Thesis award

5.2News2

 

Congratulations to the Ph.D. student of ICO NIDA, Ms. Nichanal Lamsam. Her dissertation won the “Thesis award” from the national thesis contest held by NIDA this year. Her dissertation was under close guidance and supervision of her thesis advisor at ICO NIDA, Assoc. Prof. Dr. Peerayuth Charoensukmongkol

5.1News1

 

ขั้นตอนในการลงทะเบียนรับสิทธิลดค่าธรรมเนียมการศึกษา ภาคการศึกษา 1/2564 ตามนโยบาย อว. และรัฐบาล ร่วมกับ สถาบันบัณฑิตพัฒนบริหารศาสตร์

  1. ศึกษารายละเอียดและข้อตกลงก่อนยืนยันรับสิทธิ์ส่วนลดค่าธรรมเนียมการศึกษา
  2. เตรียมบัญชีพร้อมเพย์ที่ผูกกับเลขประจําตัวประชาชน
  3. เข้าระบบเพื่อยืนยันการรับสิทธิ์ผ่านทาง QR Code หรือ Link : https://reg.nida.ac.th/covidReport/ (ระหว่างวันที่ 25 ส.ค. – 5 ก.ย.2564)
  4. การดำเนินการคืนเงินให้นักศึกษา

-กรณีนักศึกษาชำระค่าธรรมเนียมการศึกษา ภาคการศึกษา 1/2564 มาแล้ว

สถาบันจะดำเนินการคืนเงินส่วนลดผ่านระบบพร้อมเพย์ เมื่อได้รับเงินอุดหนุนจากภาครัฐ

-กรณีนักศึกษาที่ยังมิได้ชำระค่าธรรมเนียมการศึกษา ภาคการศึกษา 1/2564

สถาบันจะดำเนินการคิดส่วนลดในระบบลงทะเบียนและแจ้งนักศึกษาทราบ เพื่อให้ดำเนินการชำระเงินค่าลงทะเบียนเมื่อระบบปรับส่วนลดเรียบร้อยแล้ว

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โทร. 086-319-3204

e-mail: nithat.s@nlda.ac.th

#NIDAThailand

4.11Research11

Mr Juntao Zhang, ICO PhD student, recently published his work in Humanities and Social Sciences Letters. His research title is The influence of Chinese University students’ reinforcement sensitivity on cyber violence. His work is under supervision of Dr Zhongwu Li.

4.10Research10

The rise of e-commerce has dramatically changed customer behavior. In the online service sector, a Consumer Review Survey 2020 showed that almost up to 90% of consumers read online referrals (interchangeable with electronic word-of-mouth and online reviews) for relevant information before making a purchase. In other words, when consumers are fairly active in searching for specific types of information while assessing online products and services, they simultaneously search for feedback from other consumers as their key resources in the decision-making process. From this point of view, online referrals would rather serve an indirect role than be a direct variable that significantly influences purchase intention.

This role of online referrals is confirmed in the recent study of the faculty of ICO NIDA, Dr. Chih-Hung Chen. From the analysis of the survey data collected from 418 respondents of an online English company, his research initially shows that four aspects of online service quality (reliability, responsiveness, competence, and engagement) are the significant factors that lead to positive consumer perception and online purchase intention. Moreover, his analysis confirms that online customer referral has a profound effect on consumer perception.

In the end, his research suggests that online referrals seem to play a critical role in purchase intention in the e-commerce market. Online customer referral, therefore, may help e-learning companies to improve service quality with key features that better positions them to target online learners.

Reference

Chen, C.-H. (2021), Leveraging the Power of Online Referral for E-Business: The Moderated Mediation Model. Journal of Theoretical and Applied Electronic Commerce Research, 16(7), 2594–2607. https://www.mdpi.com/0718-1876/16/7/143

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