... characterised by a relatively developed urban centres versus less‐developed rural sectors; a large informal economy; limited job openings in the formal sector; and a high dependency ratio. © Emerald Group Publishing Limited 2013 Job satisfaction Service orientation Service quality/performance...

... was used which integrated employee responses with customer responses. A total of 186 employees and 1,117 customers participated in the study. The data was aggregated at the employee level of analysis. Findings The study found that job satisfaction and employee commitment mediated the relationship...

... and investigate the effect that the company's culture, IMO and IM have on employee's job satisfaction at the individual's level. Findings The analysis involved multilevel SEM and demonstrates that the company's culture influences the adoption of the IMO concept, which in turn is an important antecedent...

...José Varela González; Teresa García Garazo Purpose The purpose of this paper is to contribute to the knowledge of how organization service orientation (OSO) influences job satisfaction and organizational citizenship behavior (OCB) of customer‐contact employees. Design/methodology/approach...

...Irene Gil Saura; Gloria Berenguer Contrí; Amparo Cervera Taulet; Beatriz Moliner Velázquez Purpose The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores...

... participation. Managerial recommendations are developed and presented on the basis of these arguments. © MCB UP Limited 2003 Consumer satisfaction Services Job satisfaction Human resource management Performance measurement (quality) The role of a consumer in a service exchange has been...

... in explaining the job satisfaction and performance of contingent and regular CSRs. Consistent with our expectations, contingent CSRs had less human capital but higher job satisfaction than regular workers. In addition, we found that human capital mediated the relationship between work status and job...

... categories of five services each (see Beach et al., 1981 , for details of how to create such structures). Competitiveness Customer satisfaction Job satisfaction Kaizen Performance measurement Service quality The QIS logic rests on the premiss that service quality is defined...

... indicate that customer‐contact workers use a variety of “tricks of the trade” to control their work environment. In contrast to previous studies that have not supported a relationship between performance and job satisfaction (studies done mostly in non‐services environments), the research indicates a link...