How and when does customer orientation influence frontline employee job outcomes? A meta analytic evaluation

By:

ZABLAH, ALEX R

Contributor(s):

FRANKE, GEORGE R

Material type:

Mixed materialsPublication details: 2012Description: 21-40Subject(s):

EMPLOYEE CUSTOMER ORIENTATION

NLM classification:

658.8342

In: JOURNAL OF MARKETINGMSummary: Previous research has conceptualized and modeled customer orientation in one of two ways : as a psychological phenomenon antecedent to critical job states(i.e. stress and engagement) or as frontline employee behaviors that are casused by these smae job states. Building on meta analytic data, this study finds greater support for the casual relationships implied by a psychological construal of the construct and reveals that customer orientation influences frontline employees job outcomes through its effects on stress and engagement.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/3	Available		P14400

Previous research has conceptualized and modeled customer orientation in one of two ways : as a psychological phenomenon antecedent to critical job states(i.e. stress and engagement) or as frontline employee behaviors that are casused by these smae job states. Building on meta analytic data, this study finds greater support for the casual relationships implied by a psychological construal of the construct and reveals that customer orientation influences frontline employees job outcomes through its effects on stress and engagement.

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