کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
5109879 1377720 2016 10 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Understanding the relationship between frontline employee boreout and customer orientation
ترجمه فارسی عنوان
درک رابطه بین برش کارکنان خط مقدم و گرایش مشتری
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
چکیده انگلیسی
Customer-oriented behavior provides an important means to achieve satisfied and loyal customers and thus sustainable competitive advantages. Although a rich stream of research has examined enablers of customer-oriented behaviors, its impediments, such as a lack of challenges at the customer interface, have been neglected. Relying on a qualitative study with 37 frontline employees (FLEs) and on conservation of resources theory, this research examines FLEs' individual responses to boreout at the service encounter. Boreout is a negative psychological state of low work-related arousal, manifested in three main forms: job boredom, a crisis of meaning at work, and crisis of growth at work. This study examines the effect of these individual responses on customer-oriented behavior, using data from 147 FLEs and a validation study with customers. The results indicate that all three boreout dimensions consistently harm customer-oriented behavior; job autonomy, whether induced by the firm or customers, moderates these relationships differently though.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 69, Issue 10, October 2016, Pages 4259-4268
نویسندگان
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