A social exchange perspective on why and when ethical leadership foster customer-oriented citizenship behavior
Sign Up to like & getrecommendations! Published in 2018 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2017.10.018
Abstract: Abstract Grounded in social exchange theory, we investigated why and when ethical leadership may relate to hospitality employees’ customer-oriented citizenship behavior (CCB) by exploring the mediating and moderating roles of felt obligation and psychological detachment… read more here.
Keywords: leadership; social exchange; oriented citizenship; ethical leadership ... See more keywords
How psychological resourcefulness increases salesperson's sales performance and the satisfaction of their customers: Exploring the mediating role of customer-oriented behaviors
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DOI: 10.1016/j.indmarman.2016.08.009
Abstract: Abstract This research examines the relationships among psychological resourcefulness, customer-oriented behaviors, sales performance, and customer satisfaction. Drawing from positive organizational behavior and broaden-and-build theory, the authors propose that (1) psychological resourcefulness positively influences customer-oriented behaviors… read more here.
Keywords: psychological resourcefulness; customer; oriented behaviors; customer oriented ... See more keywords
Internal communication and the development of customer-oriented behavior among frontline employees
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DOI: 10.1108/ejm-10-2019-0750
Abstract: Purpose Frontline employees (FLEs) are a key source of competitive advantage for organizations and have a significant impact on the quality of customer–firm interactions. This study aims to use the stimulus-organism-response (S-O-R) model as a… read more here.
Keywords: customer; oriented behavior; customer oriented; internal communication ... See more keywords
The impact of customer sexual harassment on customer-oriented OCB: a social exchange perspective
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DOI: 10.1108/ijchm-07-2022-0909
Abstract: Purpose Drawing on social exchange theory, this study aims to investigate the relation of customer sexual harassment (CSH) and customer-oriented organizational citizenship behaviors (customer-oriented OCB), as well as the mediation of customer–employee exchange (CEX) and… read more here.
Keywords: social exchange; oriented ocb; csh; customer ... See more keywords
Participative change toward digitalized, customer-oriented continuous improvements within a municipality
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DOI: 10.1108/jocm-05-2016-0100
Abstract: The purpose of this paper is to illustrate how a newly constructed organization behavioral lens for participative action research (PAR) may aid a public-sector organization in successfully digitalizing its internal shared services. In addition, the… read more here.
Keywords: continuously improving; municipality; change; customer oriented ... See more keywords
Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors
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DOI: 10.1108/mrr-11-2019-0482
Abstract: Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among… read more here.
Keywords: employees engagement; customer; oriented behaviors; customer oriented ... See more keywords
A customer-oriented method to support multi-task green scheduling with diverse time-of-use prices in Cloud Manufacturing
Sign Up to like & getrecommendations! Published in 2022 at "Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture"
DOI: 10.1177/09544054221121848
Abstract: Green manufacturing has become a hot topic globally, and Cloud Manufacturing (CMfg) provides a novel approach to support green manufacturing through manufacturing services (MS) composition. In this study, we design a customer-oriented method for supporting… read more here.
Keywords: time use; use prices; time; customer oriented ... See more keywords
Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers
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DOI: 10.1177/19389655211012327
Abstract: To date, research on the deontic model and third-party reactions to injustice has focused primarily on individuals’ tendency to punish the transgressor. In this study, we seek to extend the extant ... read more here.
Keywords: deviance reaction; oriented constructive; organizational injustice; constructive deviance ... See more keywords
Investigating Salespeople’s Performance and Opportunistic Behavior: Adaptive and Customer-Oriented Responses
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DOI: 10.3390/bs12120512
Abstract: This study investigates the role of value congruence and top management support on salespeople’s customer-oriented selling behavior and adaptive selling behavior. Moreover, this study has also explored the effects of salespeople’s customer-oriented selling behavior and… read more here.
Keywords: behavior adaptive; selling behavior; customer oriented; performance ... See more keywords