... development Job satisfaction Emotion Human resource management Frontline service employees For decades, the marketing and management literatures have emphasized the importance of employee satisfaction as a motivator that guides employees in various ways, including, for example, reduced...

... use) to lessen job stress and increase job satisfaction in highly demanding frontline healthcare service roles. Specifically, the authors investigated the extent to which different humour styles (affiliative, self-enhancing and self-defeating humour) influenced job stress and ultimately job...

..., the results show that both customer orientation and perceived organizational support are positively associated with employee involvement in customer value co-creation, which, in turn, influences employees’ job satisfaction and job stress. In addition, firm cross-functional cooperation strengthens...

... autonomy and job satisfaction are positively associated with front-line employee ECMS, while the employee’s global role ambiguity, customer-specific ambiguity and role conflict are negatively associated with ECMS. In turn, front-line employee ECMS is associated with increased work motivation and sales...

... that service climate, job satisfaction and affective commitment influence work engagement. Employee's work engagement subsequently impacts constructs such as career commitment and adaptability. Furthermore, the authors conceptualize work engagement as a multidimensional higher order construct that exhibits...

...Spiros Gounaris; Achilleas Boukis Purpose – The purpose of this paper is to examine the role of front line employee job satisfaction in customers' behavioral intentions. Design/methodology/approach – Research design is nested with data collected from both first line employees and customers...

... Results using the partial least squares (PLS) methodology showed that problematic customer behaviors drain customer service employees emotionally. Emotional exhaustion is negatively related to job satisfaction, and subsequently, employees' turnover intentions. The results also show that turnover...

... empowerment, job satisfaction, self‐efficacy, employee ratings of the service firm's service recovery practices, and service technology usage. Design/methodology/approach An online survey tool was used to collect data. The hypothesized model was tested utilizing structural equation modeling. Findings...

... Limited 2011 Employees behaviour Brands Banking Job satisfaction Scandinavia An executive summary for managers and executive readers can be found at the end of this article. A service brand resides in the mind of stakeholders in terms of salient brand associations (Keller, 2008...

...Spiros Gounaris Purpose The purpose of this paper is to examine the impact of Internal Market Orientation (IMO) on the application of internal marketing practices and employee job satisfaction. Design/methodology/approach Data were secured through personal interviews with hotel managers...

... performance and job satisfaction amongst high contact service workers. Design/methodology/approach A literature review is used to define and set out the main conceptual framework and propositions for further research. Findings Three key hypotheses divided into six sub parts are set out to test...

...Yong‐Ki Lee; Jung‐Heon Nam; Dae‐Hwan Park; Kyung Ah Lee Purpose The purpose of this study is to analyze the structural relationship between empowerment, service training, service reward, job attitudes such as job satisfaction and organizational commitment, and customer‐oriented prosocial behavior...

...Alan Wilson; Jacob Frimpong The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which...

...Neeru Malhotra; Avinandan Mukherjee An inter‐disciplinary approach is adopted to provide a deeper understanding of the human resource‐service quality relationship. The paper tests the relationships organisational commitment and job satisfaction have with service quality of customer‐contact...

... positions are discussed. Customer service Job satisfaction Organizational performance Service quality Stress Stress is a highly researched topic. Scientific journals averaged fewer than 50 stress articles per year in 1970. By the late 1980s, the total had risen to 700 annually (Barley, 1990...

... employee satisfaction,job tension, role clarity, role conflict and empathetic concern among customer service personnel. Finds that the traditional variables, i.e. role conflict, role clarity, and job tension, do influence job satisfaction as hypothesized. Additionally, identifies empathy, a previously...

...K. Douglas Hoffman; Thomas N. Ingram Considers the impact of multi‐faceted measures of job satisfaction on customer‐oriented behaviours demonstrated by service providers. Reveals how overall job satisfaction, together with specific satisfaction related to supervision, colleagues, promotion and work...