Customer orientation of frontline employees and organizational commitment

Ifie, Kemefasu

doi:10.1080/02642069.2014.886197

Cited by 24 publications

(17 citation statements)

References 49 publications

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“…Customer orientation promotes the idea of the organisation placing the customer’s interests first (Ifie, 2014; Narver and Slater, 1990). According to Zablah et al (2012), employee customer orientation is usually conceptualised in one of two ways: as a set of employee behaviours aimed at engendering customer satisfaction; or as a psychological variable that motivates employees to satisfy customer needs.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Ethical leadership and employee in-role performance

Kia

Halvorsen

Bartram

2019

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Purpose Against the backdrop of the Royal Commission into Misconduct in the Banking, Superannuation and Finance Services Industry in Australia, this study on ethical leadership is timely. The purpose of this paper is to examine the mediating effects of organisational identification, customer orientated behaviour, service climate and ethical climate on the relationship between ethical leadership and employee in-role performance. Design/methodology/approach The hypotheses were tested using a two-wave survey study of 233 bank employees in Australia. Findings Evidence from the study indicated that organisational identification, service climate and ethical climate mediate the relationship between ethical leadership and employee in-role performance. Surprisingly, the proposed mediation effect of customer orientation was not supported. However, ethical leadership was positively associated with customer orientated behaviour among employees. Research limitations/implications Limitations of the study include collecting data at two time points, thereby rendering the study cross-sectional. Employee in-role performance was a self-rated measure. Practical implications This study showed that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance. The authors raise a number of HRM implications for the development and enablement of ethical leaders in the banking context. Originality/value The findings presented in this paper highlight that ethical leadership is critical to improving employee perceptions and experience of an organisation’s service climate, ethical climate, organisational identification, customer orientated behaviour and employee in-role performance.

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Section: Literature Review and Hypothesesmentioning

confidence: 99%

Ethical leadership and employee in-role performance

Kia

Halvorsen

Bartram

2019

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“…In addition, colleagues (2000, 2007) studied the construct of COSE of organisational behaviour in hospitality, adopting Kelley's definition. Ifie (2014), went in depth studying the alignment of firm CO and customer CO to facilitate organizational commitment.…”

Section: Customer Orientation Of Service Employees (Cose)mentioning

confidence: 99%

Customer Orientation of Service Employees in Family Businesses in the Hotel Sector

Porras

Ruiz-Alba

Parra³

2019

ReE

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The business interactions between front-line employees and customers are crucial to evaluating service quality and for a business’ performance. A gap has been identified in the literature on both the customer orientation of service employees (COSE) and family businesses (FBs); both concepts never have been studied together before. Due to this fact, we present a concept that develops a theoretical model based on Hennig-Thurau (2004). This model drives research about the COSE and FBs in the hotel sector. The two main contributions are the following: (1) electronic word-of-mouth (eWOM) is proposed as a consequence of COSE within FBs and (2) a questionnaire has been developed from relevant subscales to measure COSE and two possible consequences derived from it (Customer Satisfaction and eWOM). A database from Iberic Balance Analysis System (SABI) has been selected to study these variables in the hotel sector, and it will be used in a proposed future empirical study that is expected to provide support for the theory.

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“…Other well-established constructs and scales have also been adapted to the service sector (Kelley, 1992;Ifie, 2014). Moreover, previous authors have studied the consequences of CO (e.g.…”

Section: Customer Orientation Of Service Employeesmentioning

confidence: 99%

New perspective on customer orientation of service employees: a conceptual framework

Morales

Ruiz-Alba

2018

The Service Industries Journal

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Customer orientation of service employees (COSE) refers to the capacity and skills of employees to (1) identify, understand and satisfy their clients' needs, and (2) act to that end. The COSE model has been used extensively to assess customer orientation of service employees within different settings. However, minimal modifications from the original have been presented so far, and the proposed settings were unrelated to highly relational services such as private banking (PB).PB is defined as the services specifically designed to satisfy the financial needs of high net worth individuals (HNWI); they are usually delivered by only one contact person -the private banker. Thus, PB is based on a personal and long-lasting relationship between the private banker and the client. Drawing on the literature regarding customer orientation and PB, trust, loyalty and word of mouth are identified as the potential consequences of COSE, improving on previous models.These new propositions are accompanied by a conceptual framework of COSE that is able to address the PB particularities by considering some moderating variables that are inherent to the PB service (customer segment and type of banking firm).Further avenues for research are then charted in light of the new conceptual framework developed.

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Customer orientation of frontline employees and organizational commitment

Cited by 24 publications

References 49 publications

Ethical leadership and employee in-role performance

Ethical leadership and employee in-role performance

Customer Orientation of Service Employees in Family Businesses in the Hotel Sector

New perspective on customer orientation of service employees: a conceptual framework

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