Moderator effect of music on the relationship between work satisfaction and customer orientation of employee: an exploratory study

Effet modérateur de la musique sur la relation entre la satisfaction professionnelle et l’orientation-client du personnel en contact: une étude exploratoire

Lucie Loustaunau and Jean-Philippe Galan ()
Additional contact information
Lucie Loustaunau: TSM - Toulouse School of Management Research - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse - CNRS - Centre National de la Recherche Scientifique - TSM - Toulouse School of Management - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse
Jean-Philippe Galan: IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux

Post-Print from HAL

Abstract: Creating an atmosphere in line with a sensory identity is a key for the differentiation and music contributes greatly. Prior researches about the effects of background music on frontline employees are rare. Considering the active role of the frontline employees in the customer satisfaction, and its exposure to the service environment, it is necessary to look the frontline employees' point of view. A better understanding of the background music effects on all the actors present in points of sale/places of service will reinforce its positive effect. The present explorative quantitative study has been conducted with sellers (47). It highlights the background music influence on the link form the work satisfaction to the customer orientation. Also this first result proposes the music as a moderator of this relation.

Keywords: Background music; Work satisfaction; Customer orientation; Customer satisfaction; Musique d’ambiance; Satisfaction professionnelle; Orientation-client; Satisfaction client (search for similar items in EconPapers)
Date: 2018-05-16
References: Add references at CitEc
Citations:

Published in Congrès International de l’Association Française du Marketing, C. Roederer, F. Simon (coord.), Association Française du Marketing, May 2018, Strasbourg, France

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:hal:journl:hal-03237882

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().