... 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...

..., some outcomes reported in this paper seem to challenge the validity of the two factor theory and its relevance for job motivation and design. Job satisfaction or “satisfaction” is generally perceived as a complex construct. One of the most popular definitions of the construct is given...

... 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. The conceptualization of the consumer as a transient employee draws attention to issues that relate to the performance of their “jobs”. Satisfaction with a service exchange may, therefore, be characterized...

... 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...

... satisfaction Job satisfaction Kaizen Performance measurement Service quality The purpose of this article is to share some procedures we have developed for helping managers identify potential areas of change in an organization′s services in an effort to improve the organization′s competitiveness...

... 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...