Browsing by Author "Auh, Seigyoung"
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Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Condition
Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima (Sage Publications, 2020)Drawing on the customer participation (CP) literature, this research proposes that CP variation is the degree to which employees perceive variability across customers with regard to customers sharing information, time, and ... -
Frontline Employee Feedback-Seeking Behavior: How Is It Formed and When Does It Matter?
Auh, Seigyoung; Mengüç, Bülent; İmer, Havva Pınar; Uslu, Aypar (Sage Publications Inc, 2019)This research comprises two studies that extend the literature on the proactive behavior of feedback seeking. Study 1 uses cross-sectional data from frontline employees across 51 apparel stores to examine how feedback ... -
The role of climate: implications for service employee engagement and customer service performance
Mengüç, Bülent; Auh, Seigyoung; Yeniaras, Volkan; Katsikeas, Constantine S. (Springer, 2017)This research attempts to challenge the resource-engagement and engagement-performance linkage of the job demands-resources model by testing these links under the moderating role of two climates: performance-focused and ... -
A Search for Missing Links: Specifying the Relationship Between Leader-Member Exchange Differentiation and Service Climate
Auh, Seigyoung; Bowen, David E.; Aysuna, Ceyda; Mengüç, Bülent (Sage Publications Inc, 2016)We search for missing links in how the different social exchange relationships employees have with supervisors (i.e. leader-member exchange [LMX] differentiation) affect their unit service climate perceptions. Drawing on ... -
Service Employee Burnout and Engagement: The Moderating Role of Power Distance Orientation
Auh, Seigyoung; Mengüç, Bülent; Spyropoulou, Stavroula; Wang, Fatima (Springer, 2016)Studies show that service employees are among the most disengaged in the workforce. To better understand service employees' job engagement this study broadens the scope of the job demands-resources (JD-R) model to include ... -
Unpacking the Relationship Between Sales Control and Salesperson Performance: A Regulatory Fit Perspective
Katsikeas, Constantine S.; Auh, Seigyoung; Spyropoulou, Stavroula; Mengüç, Bülent (Amer Marketing Assoc, 2018)The literature examining the effect of sales control on salesperson performance is at best equivocal. To reconcile inconsistencies in empirical findings this research introduces two new types of salesperson learning: ... -
When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?
Mengüç, Bülent; Auh, Seigyoung; Katsikeas, Constantine S.; Jung, Yeon Sung (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 ... -
When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation-Performance Link
Auh, Seigyoung; Mengüç, Bülent; Katsikeas, Constantine S.; Jung, Yeon Sung (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., ...