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Explicating customer orientation's influence on frontline employee satisfaction

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  • Elten Briggs
  • Fernando Jaramillo
  • Fabrizio Noboa

Abstract

This study examines how conflict and hours worked affect the influence of customer orientation on frontline service employee satisfaction. The conceptual model builds upon the role of personal resources in the job demands-resource model, while integrating perspectives from the work-family conflict (WFC) literature and conservation of resources theory. Results indicate that customer orientation influences employee satisfaction both directly and indirectly through interpersonal conflict with customers (ICC), WFC, and felt stress. The impact of ICC on employee satisfaction was found to be fully rather than partially mediated. ICC increases WFC which then augments job stress and eventually reduces job satisfaction. Moderation analyses show that the negative influence of customer orientation on ICC becomes stronger as hours worked increase to exceptionally high levels; while the positive influence of customer orientation on employee satisfaction becomes weaker as hours worked increase to exceptionally high levels. These results support the importance of customer orientation and imply that service managers should be especially cautious not to overwork these employees, in order to keep them happy and motivated.

Suggested Citation

  • Elten Briggs & Fernando Jaramillo & Fabrizio Noboa, 2015. "Explicating customer orientation's influence on frontline employee satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 35(3), pages 133-151, February.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:3:p:133-151
    DOI: 10.1080/02642069.2014.990004
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    Cited by:

    1. Sandra Castro-González & Belén Bande & Pilar Fernández-Ferrín, 2019. "Responsible Leadership and Salespeople’s Creativity: The Mediating Effects of CSR Perceptions," Sustainability, MDPI, vol. 11(7), pages 1-17, April.
    2. Vonny Susanti & Ujang Sumarwan & Megawati Simanjuntak & Eva Z Yusuf, 2020. "Rational Antecedent Framework of Brand Satisfaction in the Industrial Market: Assessing Rational Perceived Quality and Rational Perceived Value Roles," International Review of Management and Marketing, Econjournals, vol. 10(1), pages 19-26.
    3. Lindblom, Arto & Lindblom, Taru & Wechtler, Heidi, 2020. "Retail entrepreneurs’ exit intentions: Influence and mediations of personality and job-related factors," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    4. Itani, Omar S. & Goad, Emily A. & Jaramillo, Fernando, 2019. "Building customer relationships while achieving sales performance results: Is listening the holy grail of sales?," Journal of Business Research, Elsevier, vol. 102(C), pages 120-130.
    5. Bande, Belén & Jaramillo, Fernando & Fernández-Ferrín, Pilar & Varela, José A., 2019. "Salesperson coping with work-family conflict: The joint effects of ingratiation and self-promotion," Journal of Business Research, Elsevier, vol. 95(C), pages 143-155.

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