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Basic Assumptions of Service Employees: Influence on Job Performance and Market-oriented Behaviors

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  • Olga Gjerald
  • Torvald Ogaard

Abstract

Understanding what drives frontline service employees in their interactions with guests and customers is a focal question in service management. Employees¡¯ basic assumptions may determine employee performance and work behavior in several domains. This study investigates the relation of service employees¡¯ basic assumptions about customers and co-workers with subjective job performance and market-oriented behaviors of service employees. The study sample consists of 241 hotel employees. The analyses revealed that basic assumption about co-worker competence associated positively with customer intelligence generation, intelligence dissemination, and responsiveness. The basic assumption about customer control related positively with perceived customer-related performance but negatively with customer intelligence generation and responsiveness. The results of the study suggest that basic assumptions about co-workers can predict customer-related behavior; therefore, researchers should consider that the basic assumptions about customers significantly influence job performance towards customers.

Suggested Citation

  • Olga Gjerald & Torvald Ogaard, 2012. "Basic Assumptions of Service Employees: Influence on Job Performance and Market-oriented Behaviors," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(6), pages 1-12, November.
    • Handle: RePEc:jfr:ijba11:v:3:y:2012:i:6:p:1-12
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    References listed on IDEAS

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