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Work engagement as a reaction to work environment and customer outcome: a service marketing perspective

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  • Mushtaq A. Siddiqi

Abstract

The concept of work engagement and its impact on marketing performance continues to draw the attention of research scholars and business professionals in developed countries. As less research work has been carried out in this area in Asia, this study reports several job resources, such as employee autonomy, employee advancement, employee role clarity, and organizational support as triggering factors of employee work engagement in Indian service setting. Additionally, using path analysis, the study establishes not only direct but also significant indirect relationships between various job resources and customer satisfaction. These indirect relationships are well connected by several dimensions of work engagement as intermediating variables, thus further highlighting the relevance of work engagement for service marketing practitioners.

Suggested Citation

  • Mushtaq A. Siddiqi, 2014. "Work engagement as a reaction to work environment and customer outcome: a service marketing perspective," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 24(1), pages 21-38, January.
    • Handle: RePEc:taf:jgsmks:v:24:y:2014:i:1:p:21-38
    DOI: 10.1080/21639159.2013.852911
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    Cited by:

    1. An, Myoung-a & Han, Sang-Lin, 2020. "Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment," Journal of Business Research, Elsevier, vol. 120(C), pages 389-397.
    2. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.

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