The Impact of Management's Customer Orientation on Job Satisfaction and Competency of Service Employees in the Public Sector: The Mediating Effect of Role Stress

Autor:	Talai Osmonbekov, Elena Kiryanova Bernard
Rok vydání:	2013
Předmět:	Marketing Customer delight Service (business) Customer retention Service quality Management Science and Operations Research Customer advocacy Modeling and Simulation Customer satisfaction Job satisfaction Business Business and International Management Customer intelligence
Zdroj:	Service Science. 5:310-320
ISSN:	2164-3970 2164-3962
DOI:	10.1287/serv.2013.0055
Popis:	Customer orientation has been a focus of research for a number of years in marketing literature. Whereas prior research primarily focused on service employees' customer orientation, this paper explores management's customer orientation and its effects on employees' job satisfaction and competency. Role stress is proposed to mediate the effects of management's customer orientation on employees' job perceptions because it is a mechanism by which employees make the management's strategies a reality in service organizations. We test the proposed mediation model using structural equation modeling and a sample of government agency employees. The results support the proposed model. We provide the implications of the model for managers of government organizations and future research in this area.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::6e93aaf80a99f6efcbe175437cf8b560 https://doi.org/10.1287/serv.2013.0055 Zobrazit plný text záznamu