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When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance?

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When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees' Job Satisfaction and Performance.pdf (651.8Kb)
Date
2016
Author
Mengüç, Bülent
Auh, Seigyoung
Katsikeas, Constantine S.
Jung, Yeon Sung
Abstract
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 service climate strength and leader. member exchange differentiation-that they expect to mitigate the (negative) positive effect of employee. coworker CO (mis) fit on coworker relationship quality. Data collected in a multirespondent (i.e. frontline employees and supervisors) longitudinal research design indicate that as group size increases service climate becomes stronger and group leaders develop different exchange relationships with employees the inherently (negative) positive role of employee-coworker CO (mis) fit in influencing coworker relationship quality diminishes. Furthermore coworker relationship quality fully mediates the associations of employee-coworker CO (mis) fit with job satisfaction and service performance. The authors close with a discussion of the theoretical and practical implications of the boundary conditions of CO (mis)fit.

Source

Journal of Marketing

Issue

1

Volume

80

Pages

65-83

URI

https://hdl.handle.net/20.500.12469/544
https://doi.org/10.1509/jm.15.0327

Collections

  • Araştırma Çıktıları / Scopus [1350]
  • Araştırma Çıktıları / WOS [1335]
  • İşletme / Business Administration [75]

Keywords

Customer Orientation
(mis)fit
Coworker Relationship Quality
Person-Group Fit Theory

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DSpace software copyright © 2002-2015  DuraSpace
Contact Us | Send Feedback
Theme by 
@mire NV