Loughborough University
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Employees’ external representation of their workplace: key antecedents

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journal contribution
posted on 2011-12-08, 13:57 authored by Cristiana R. Lages
Drawing on attitude theory, this study investigates the drivers of employees’ expression of favorable opinions about their workplace. Despite its theoretical and managerial importance, the marketing literature largely ignores the topic. This study advances prior research by developing, and empirically testing, a conceptual framework of the relationship between workgroup support and favorable external representation of the workplace, mediated by emotional responses to this support. The present research investigates four new relationships: between workgroup support and emotional exhaustion, workgroup support and organizational commitment, workgroup support and job satisfaction, and emotional exhaustion and external representation of the workplace. Based on a sample of over 700 frontline service employees, this study finds that workgroup support affects favorable external representation of the workplace through various emotional responses (i.e., emotional exhaustion, job satisfaction and organizational commitment). In addition, the results identify employees’ organizational commitment as the most important determinant of favorable external representation of the workplace, followed by job satisfaction and reduced emotional exhaustion. These results suggest that companies should develop practices that encourage workgroup support and organizational commitment to achieve favorable external representation of the workplace.



  • Business and Economics


  • Business

Published in

Journal of Business Research


LAGES, C.R., 2012. Employees’ external representation of their workplace: key antecedents. Journal of Business Research, 65 (9), pp.1264-1272.


© Elsevier


  • AM (Accepted Manuscript)

Publication date



NOTICE: this is the author’s version of a work that was accepted for publication in the Journal of Business Research [© Elsevier]. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published at: http://dx.doi.org/10.1016/j.jbusres.2011.10.044




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