Browsing by Subject "(mis)fit"
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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 ...