EconPapers    
Economics at your fingertips  
 

Job definitions and service behaviour. An investigation among technical service employees

Jan Dettmers

management revue. Socio-economic Studies, 2014, vol. 25, issue 4, 248-262

Abstract: Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the employee’s idiosyncratic perception of the job, the subjective job definition, may significantly influence the behavior shown in the service encounter. Based on existing approaches on job definitions with regard to proactive, citizenship, prosocial and safety behavior this paper proposes a method to assess the subjective customer related job definition of service employees in the technical industries. The results of a survey in 49 small technical service organizations indicate good psychometric properties of the measure. A second study including a survey in 20 service organizations and a customer survey reveals that the customer related job definitions of service employees are associated with the service behavior as perceived by the customers. The findings underline the importance of subjective job definitions of service employees for the achievement of effective service behavior. Assessing and changing customer related job definitions may be a promising way to improve service quality.

Keywords: job definition; task redefinition; service interaction; service quality; customer related job definition (search for similar items in EconPapers)
JEL-codes: L84 M31 O14 O15 (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations Track citations by RSS feed

Downloads: (external link)
http://www.hampp-verlag.de/hampp_e-journals_mrev.htm#414 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:rai:mamere:mrev-2014-04-dettmers

Ordering information: This journal article can be ordered from
Rainer Hampp Verlag, Journals, Vorderer Lech 35, 86150 Augsburg, Germany. A subscripton is required to access pdf files. Pay per article is available at
http://www.hampp-verlag.de/Hampp_Recherche_e.htm

Access Statistics for this article

management revue. Socio-economic Studies is currently edited by Matthias Baum, Ina Ehnert, Marcel Erlinghagen, Simon Fietze, Susanne Gretzinger, Wenzel Matiaske and Sylvia Rohlfer

More articles in management revue. Socio-economic Studies from Rainer Hampp Verlag
Series data maintained by Rainer Hampp ().

 
Page updated 2017-09-29
Handle: RePEc:rai:mamere:mrev-2014-04-dettmers