How are the exchange relationships of front office employees reflected on customers?

Autor:	Ceylan Alkan, Yılmaz Akgündüz, Özge Adan Gök
Rok vydání:	2021
Předmět:	Front office ComputingMilieux_THECOMPUTINGPROFESSION Management of Technology and Innovation Strategy and Management Customer satisfaction Business Marketing ComputingMilieux_MISCELLANEOUS
Zdroj:	The Service Industries Journal. 42:798-821
ISSN:	1743-9507 0264-2069
DOI:	10.1080/02642069.2021.1971198
Popis:	In the hotel business, the performance of employees in face-to-face contact with customers, such as front-office employees, is decisive in achieving customer satisfaction. These employees' performance impresses through their relationship with their managers and customers. That is, there is an exchange relationship of the form manager-employee to employee-customer. Based on Leader-Member Exchange Theory (LMX) and Social Exchange Theory (SET), the current study focuses on LMX, customer-employee exchanges (CEEX), customer-oriented extra role behavior (COERB), and the mediating effect of job dedication in these exchange relationships. Data was collected from front office employees in Izmir, Turkey, yielding 165 valid questionnaires. SEM was used to test the research hypotheses. The results show that high-quality LMX and CEEX increase front office employees' COERB. In addition, job dedication partially mediates the relationships between LMX and COERB, and CEEX and COERB.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::a8044c619c2fe3fce5e0a4190c320c75 https://doi.org/10.1080/02642069.2021.1971198 Zobrazit plný text záznamu