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
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کلمات کلیدی
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
Journal: Journal of Business Research - Volume 69, Issue 10, October 2016, Pages 4259-4268
نویسندگان
Ruth Maria Stock,