Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
5109879 | Journal of Business Research | 2016 | 10 Pages |
Abstract
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.
Keywords
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Business and International Management
Authors
Ruth Maria Stock,