Browsing by Author "Jung, Yeon Sung"
Now showing items 1-2 of 2
-
When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?
Authors:
Publisher and Date:(Amer Marketing Assoc, 2016)The role of coworkers' customer orientation (CO) in influencing an employee's CO has received sparse attention in the literature. This research serves two purposes. First the study draws on person-group fit theory to develop and test a model of a frontline employee's CO relative to that of his or her coworkers as well as the effects of CO (mis)fit on job satisfaction and service performance through coworker relationship quality. Second the authors propose three workgroup characteristics-group size ...
-
When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation-Performance Link
Authors:
Publisher and Date:(Sage Publications, 2019)Research on customer participation (CP) has focused on its benefits for customers. However, recent research suggests that CP is beneficial to both customers and firms. The literature is also sparse on the economic (e.g., profitability) and customer (e.g., customer retention) impact of CP. This research introduces the concept of customer empowerment and develops and tests a model of customer empowerment as a parallel mediator, along with customer satisfaction, to explain the linkage between CP and ...
