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How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation
16 references·16 citing·37 second hopsampled
How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation (2012)How and When Does Customer Orientation In…The Handbook of Research Synthesis and Meta-Analysis (2019)The Handbook of Research Synt…Methods of Meta-Analysis: Correcting Error and Bias in Research Findings (2015)Methods of Meta-Analysis: Cor…The Job Demands‐Resources model: state of the art (2007)The Job Demands‐Resources mod…CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)CONSEQUENCES OF INDIVIDUALS' …Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study (2004)Job demands, job resources, a…Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Affective, Continuance, and N…The job demands-resources model of burnout. (2001)The job demands-resources mod…The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory (2001)The Influence of Culture, Com…Market Orientation and the Learning Organization (1995)Market Orientation and the Le…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Conservation of resources: A new attempt at conceptualizing stress. (1989)Conservation of resources: A …THE PEOPLE MAKE THE PLACE (1987)THE PEOPLE MAKE THE PLACEDynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes. (1986)Dynamics of a stressful encou…Handbook of Industrial and Organizational Psychology. (1977)Handbook of Industrial and Or…The nature and causes of job satisfaction (1976)The nature and causes of job …The nature of human values (1973)The nature of human valuesUsing ethical leadership to reduce job stress and improve performance quality in the hospitality industry (2021)Using ethical leadership to r…Privacy concerns in e‐commerce: A multilevel meta‐analysis (2021)Privacy concerns in e‐commerc…Impacts of the COVID-19 pandemic on employees’ work stress, well-being, mental health, organizational citizenship behavior, and employee-customer identification (2021)Impacts of the COVID-19 pande…Understanding and managing customer relational benefits in services: a meta-analysis (2019)Understanding and managing cu…The extended dynamic capabilities model: A meta-analysis (2019)The extended dynamic capabili…The effects of organizational and personal resources on stress, engagement, and job outcomes (2018)The effects of organizational…Workplace ostracism and proactive customer service performance: A conservation of resources perspective (2017)Workplace ostracism and proac…Meta-analysis: integrating accumulated knowledge (2017)Meta-analysis: integrating ac…Value co-destruction in interfirm relationships (2016)Value co-destruction in inter…The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework (2016)The Service–Profit Chain: A M…The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance (2016)The relationship between emot…How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling (2015)How sales strategy translates…Building, measuring, and profiting from customer loyalty (2015)Building, measuring, and prof…Dependence and interdependence in marketing relationships: meta-analytic insights (2014)Dependence and interdependenc…The interactive effects of sales control systems on salesperson performance: a job demands–resources perspective (2012)The interactive effects of sa…Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior? (2012)Principles and Principals: Do…Intrinsic Motivation and Self-Determination in Human Behavior (1985)Stress, social support, and the buffering hypothesis. (1985)The need to belong: Desire for interpersonal attachments as a fundamental human motivation. (1995)Towards a model of work engagement (2008)Linking job demands and resources to employee engagement and burnout: A theoretical extension and meta-analytic test. (2010)Job demands–resources theory: Taking stock and looking forward. (2016)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Market Orientation: Antecedents and Consequences (1993)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)Culture's Consequences: International Differences in Work-Related Values (1981)Culture's Consequences: International Differences in Work-Related Values. (1983)Cultures and Organizations: Software of the Mind. (1993)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Trust, trustworthiness, and trust propensity: A meta-analytic test of their unique relationships with risk taking and job performance. (2007)Perceived Organizational Support: A Meta-Analytic Evaluation of Organizational Support Theory (2015)Self-Efficacy: The Exercise of Control (1999)Understanding the association between socioeconomic status and physical health: Do negative emotions play a role? (2003)Burnout in Organizational Life (2004)Sources of social support and burnout: A meta-analytic test of the conservation of resources model. (2006)Stress: Appraisal and Coping (2013)Intraclass correlations: Uses in assessing rater reliability. (1979)Stress, appraisal, and coping (1985)The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach (2002)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)The Measurement of Work Engagement With a Short Questionnaire (2006)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. (2002)Evaluating the use of exploratory factor analysis in psychological research. (1999)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)Framing Processes and Social Movements: An Overview and Assessment (2000)Well-being : the foundations of hedonic psychology (1999)
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References

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  • 2007The Job Demands‐Resources model: state of the art12,956 cited
  • 1977Handbook of Industrial and Organizational Psychology.11,945 cited
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  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
  • 2001The Influence of Culture, Community, and the Nested‐Self in the Stress Process: Advancing Conservation of Resources Theory7,113 cited
  • 2002Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences6,899 cited
  • 1976The nature and causes of job satisfaction6,848 cited
  • 2015Methods of Meta-Analysis: Correcting Error and Bias in Research Findings5,540 cited
  • 2005CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT5,343 cited
  • 1986Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes.4,858 cited
  • 1987THE PEOPLE MAKE THE PLACE4,610 cited

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  • 2019The Handbook of Research Synthesis and Meta-Analysis4,525 cited
  • 1995Market Orientation and the Learning Organization4,379 cited
  • Cited by

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    • 2021Impacts of the COVID-19 pandemic on employees’ work stress, well-being, mental health, organizational citizenship behavior, and employee-customer identification312 cited
    • 2017Meta-analysis: integrating accumulated knowledge227 cited
    • 2016The Service–Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework217 cited
    • 2016The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance214 cited
    • 2012The interactive effects of sales control systems on salesperson performance: a job demands–resources perspective212 cited
    • 2018The effects of organizational and personal resources on stress, engagement, and job outcomes183 cited
    • 2015How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling180 cited
    • 2017Workplace ostracism and proactive customer service performance: A conservation of resources perspective171 cited
    • 2021Using ethical leadership to reduce job stress and improve performance quality in the hospitality industry164 cited
    • 2021Privacy concerns in e‐commerce: A multilevel meta‐analysis160 cited
    • 2019The extended dynamic capabilities model: A meta-analysis152 cited
    • 2014Dependence and interdependence in marketing relationships: meta-analytic insights151 cited
    • 2019Understanding and managing customer relational benefits in services: a meta-analysis148 cited
    • 2016Value co-destruction in interfirm relationships144 cited