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Customer orientation of frontline employees and organizational commitment

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journal contribution
posted on 23.10.2015 by Kemefasu Ifie
This study investigates the effect of alignment between employee and firm customer orientation on the organizational commitment of frontline service employees. Furthermore, the study examines how the size and nature of the discrepancy between employee customer orientation and firm customer orientation affects organizational commitment. The results suggest that organizational commitment is stronger when employee and firm customer orientation are matched than when they are not. Furthermore, organizational commitment is slightly stronger when employee customer orientation exceeds firm customer orientation than when the reverse is the case. The results suggest that efforts expended by firms in hiring and retaining customer-oriented service workers will be unlikely to yield optimal commitment benefits without simultaneous investments to improve firm-level customer orientation.

History

School

  • Business and Economics

Department

  • Business

Published in

Service Industries Journal

Volume

34, No. 8, 699–714

Issue

8

Pages

699 - 714 (16)

Citation

IFIE, K., 2014. Customer orientation of frontline employees and organizational commitment. Service Industries Journal, 34(8) pp. 699–714.

Publisher

© Taylor & Francis

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2014

Notes

This is an Accepted Manuscript of an article published by Taylor & Francis in Service Industries Journal on 20th Mar 2014, available online: http://wwww.tandfonline.com/0.1080/02642069.2014.886197.”

ISSN

0264-2069

eISSN

1743-9507

Language

en

Exports