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The Relationships Among Manager-, Employee-, and Customer-Company Identification: Implications For Retail Store Financial Performance

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  • Lichtenstein, Donald R.
  • Netemeyer, Richard G.
  • Maxham, James G.

Abstract

Based on the premise of an interpersonal “chain of influence” with respect to organizational identification, we posit a relationship between company managers, employees, and customers with respect to organizational identification with the retailer. Specifically, we hypothesize that the level of a store manager's identification with the retailer is positively related to the level of their store employees’ identification with the retailer, which in turn is positively related to the level of customers’ identification with the retailer, which results in increased levels of store financial performance. We investigate these relationships using data from 306 retail stores within a single retail chain.

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  • Lichtenstein, Donald R. & Netemeyer, Richard G. & Maxham, James G., 2010. "The Relationships Among Manager-, Employee-, and Customer-Company Identification: Implications For Retail Store Financial Performance," Journal of Retailing, Elsevier, vol. 86(1), pages 85-93.
    • Handle: RePEc:eee:jouret:v:86:y:2010:i:1:p:85-93
    DOI: 10.1016/j.jretai.2010.01.001
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    References listed on IDEAS

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    1. Zannie Giraud Voss & Daniel M. Cable & Glenn B. Voss, 2006. "Organizational Identity and Firm Performance: What Happens When Leaders Disagree About “Who We Are?”," Organization Science, INFORMS, vol. 17(6), pages 741-755, December.
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    10. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
    11. Lee, Kuo-Wei & Li, Chia-Ying, 2023. "It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    12. Laura Marie Edinger-Schons & Lars Lengler-Graiff & Sabrina Scheidler & Jan Wieseke, 2019. "Frontline Employees as Corporate Social Responsibility (CSR) Ambassadors: A Quasi-Field Experiment," Journal of Business Ethics, Springer, vol. 157(2), pages 359-373, June.
    13. Radojko LUKIC, 2015. "The Analysis of Profit per Employee in the Trade of Serbia," Economia. Seria Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 18(1), pages 5-16, June.
    14. Di Mascio, Rita & Fatima, Johra, 2018. "The role of identification in frontline employee decision-making," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 131-138.
    15. Ranghchian, Maryam & Sehat, Shima & Akhgari, Mehdi & Mehralian, Gholamhossein, 2018. "Performance model of community pharmacies in low-middle income countries: A societal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 241-248.
    16. Won‐Moo Hur & Hanna Kim & Hyun Kyung Kim, 2018. "Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1258-1269, November.
    17. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
    18. Lee, Na Young & Zablah, Alex R. & Noble, Stephanie M., 2023. "A meta-analytic investigation of the organizational identification – Job performance relationship in the frontlines," Journal of Retailing, Elsevier, vol. 99(3), pages 370-384.
    19. Wolter, Jeremy S. & Bacile, Todd J. & Smith, Jeffery S. & Giebelhausen, Michael, 2019. "The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery," Journal of Business Research, Elsevier, vol. 104(C), pages 233-246.
    20. Brashear-Alejandro, Thomas & Kang, Jun & Groza, Mark D., 2016. "Leveraging loyalty programs to build customer–company identification," Journal of Business Research, Elsevier, vol. 69(3), pages 1190-1198.
    21. Avery, Derek R. & McKay, Patrick F. & Volpone, Sabrina D. & Malka, Ari, 2015. "Are companies beholden to bias? The impact of leader race on consumer purchasing behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 127(C), pages 85-102.
    22. Wolter, Jeremy S. & Donavan, D. Todd & Giebelhausen, Michael, 2021. "The corporate reputation and consumer-company identification link as a sensemaking process: A cross-level interaction analysis," Journal of Business Research, Elsevier, vol. 132(C), pages 289-300.
    23. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    24. Keeling, Kathleen A. & McGoldrick, Peter J. & Sadhu, Henna, 2013. "Staff Word-of-Mouth (SWOM) and retail employee recruitment," Journal of Retailing, Elsevier, vol. 89(1), pages 88-104.
    25. Arnold, Todd J. & Grewal, Dhruv & Motyka, Scott & Kim, Namwoon & Sharma, Arun & Srivastava, Rajendra, 2019. "Store Manager–Store Performance Relationship: A Research Note," Journal of Retailing, Elsevier, vol. 95(2), pages 144-155.

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    Organization identification; Self-identity;

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