Climate perceptions and the customer orientation of frontline service employees

Filipe Jorge Coelho, Mário Gomes Augusto, Arnaldo Fernandes Coelho and Patrícia Moura Sá

The Service Industries Journal, 2008, vol. 30, issue 8, 1343-1357

Abstract: Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of employees is rather sparse. This topic is approached by investigating the role of selected dimensions of psychological climate in promoting the customer orientation of frontline service employees. A structural equations model is developed and empirically tested, indicating that perceptions of customer, ethical, and innovation climates exert an indirect effect on the adoption of customer-oriented behaviours by frontline employees.

Date: 2008
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DOI: 10.1080/02642060802613525

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