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Abstract
To what extent does a frontline employee (FLE) need to be customer oriented? The customer orientation literature takes an absolute perspective supporting “the more the better” argument. However, this study takes a relativity argument to this inquiry and examines the attitudinal and behavioral impact of fit in FLE’s CO in comparison to perceived service climate. To this end, this paper explores the effect of (mis)fit between FLE’s CO and perceived service climate on organizational identifi-cation and customer directed extra role behavior.
| Original language | English |
|---|---|
| Title of host publication | EMAC Leuven 2015 |
| Pages | 86 |
| Number of pages | 1 |
| Publication status | Published - 26 May 2015 |
| Event | 2015 EMAC-GAMMA Joint Symposium: Advertising, Promotion and Marketing Communications - KU Leuven, Leuven, Belgium Duration: 26 May 2015 → 29 May 2015 https://kuleuvencongres.be/EMAC2015/w/files/program/ |
Conference
| Conference | 2015 EMAC-GAMMA Joint Symposium |
|---|---|
| Country/Territory | Belgium |
| City | Leuven |
| Period | 26/05/2015 → 29/05/2015 |
| Internet address |
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Dive into the research topics of 'Fit between customer orientation and perceived service climate: its impact on organizational identification and customer directed extra role behavior'. Together they form a unique fingerprint.Research output
- 1 Article
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Service employee burnout and engagement: the moderating role of power distance orientation
Auh, S., Mengüç, B., Spyropoulou, S. & Wang, F., 1 Nov 2016, In: Journal of the academy of marketing science. 44, 6, p. 726-745 20 p.Research output: Contribution to journal › Article › peer-review
Open AccessFile65 Citations (Scopus)382 Downloads (Pure)