When job dissatisfaction leads to customer-oriented citizenship behaviors

This thesis places boundary conditions on the withdrawal model in the frontline setting of service organizations by considering continuance commitment and supervisory support as moderators of the relationship between job dissatisfaction and customer-oriented citizenship behaviors (COCBs). Departing from traditional research in the areas of the service-profit chain and employee withdrawal, the author advances our understanding of conditions that may lead frontline service employees who are dissatisfied to deposit COCBs into the organizational system. Specifically, based on principles derived from social exchange theory, high continuance commitment and high supervisory support are expected to lead to COCBs, because under this condition the benefits of performing such behaviors are increased (i.e., promotion-based, reciprocity-based), while the costs are decreased (i.e., opportunity costs). Utilizing a sample of 127 frontline employees from both the financial services and travel agency industries, the hypothesized relationships are empirically supported using moderated hierarchical regression analysis. To conclude discussion, implications of the results for both academics and p

Generalization of the BTK Theory to the Case of Finite Quasiparticle Lifetimes

A generalization to the BTK theory is developed based on the fact that the quasiparticle lifetime is finite as a result of the damping caused by the interactions. For this purpose, appropriate self-energy expressions and wave functions are inserted into the strong coupling version of the Bogoliubov equations and subsequently, the coherence factors are computed. By applying the suitable boundary conditions to the case of a normal-superconducting interface, the probability current densities for the Andreev reflection, the normal reflection, the transmission without branch crossing and the transmission with branch crossing are determined. Accordingly the electric current and the differential conductance curves are calculated numerically for Nb, Pb, and Pb0.9Bi0.1 alloy. The generalization of the BTK theory by including the phenomenological damping parameter is critically examined. The observed differences between our approach and the phenomenological approach are investigated by the numerical analysis.