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Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry
16 references·7 citing·39 second hop
Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry (2017)Employee job satisfaction and customer-or…Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland (2009)Effect of customer orientatio…Customer orientation of service employees (2004)Customer orientation of servi…Internal marketing issues and challenges (2003)Internal marketing issues and…The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings (2002)The Customer Orientation of S…How critical is internal customer orientation to market orientation? (2001)How critical is internal cust…Antecedents of organizational commitment and the mediating role of job satisfaction (2001)Antecedents of organizational…Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Corridors of Influence in the…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Organizational citizenship behavior: Its nature and antecedents. (1983)Organizational citizenship be…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…The nature and causes of job satisfaction (1976)The nature and causes of job …Development of the Job Diagnostic Survey. (1975)Development of the Job Diagno…The roles of internal marketing and person-organization fit in hospitality employees’ life satisfaction: an integration of work and nonwork domains (2023)The roles of internal marketi…Driving frontline employees performance through mentorship, training, and interpersonal helping: The case of upscale hotels in China (2021)Driving frontline employees p…What motivates and satisfies lodging employees in Riyadh, Saudi Arabia? (2020)What motivates and satisfies …High core self‐evaluation maintains patient oriented behavior: A motivational model of reward system (2020)High core self‐evaluation mai…Employee engagement: a mediator between organizational inducements and industry loyalty among workers in the hospitality industry in Uganda (2020)Employee engagement: a mediat…Beyond the “give back” equation (2020)Beyond the “give back” equati…From internal marketing to customer- perceived relationship quality: evidence of Vietnamese banking firms (2018)From internal marketing to cu…The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective (1990)Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors (2003)Customer-based corporate reputation of a service firm: scale development and validation (2007)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Advances in Consumer Research (2025)A Model of Advertising and Product Quality (1978)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Social Media in Tourism and Hospitality: A Literature Review (2013)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Motivation through the design of work: test of a theory (1976)Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign (1979)The measurement of experienced burnout (1981)The job demands-resources model of burnout. (2001)Social Learning Theory. (1978)Measuring Service Quality: A Reexamination and Extension (1992)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)To Empower or Not to Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance. (2005)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)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)CONSEQUENCES OF INDIVIDUALS' FIT AT WORK: A META‐ANALYSIS OF PERSON–JOB, PERSON–ORGANIZATION, PERSON–GROUP, AND PERSON–SUPERVISOR FIT (2005)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)Self-Reports in Organizational Research: Problems and Prospects (1986)AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. (1995)Self‐determination theory and work motivation (2005)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1975Development of the Job Diagnostic Survey.7,244 cited
  • 1976The nature and causes of job satisfaction6,848 cited
  • 1983Organizational citizenship behavior: Its nature and antecedents.3,829 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 2002The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings1,092 cited
  • 2000Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees791 cited
  • 2004Customer orientation of service employees630 cited
  • 2003Internal marketing issues and challenges488 cited
  • 2001Antecedents of organizational commitment and the mediating role of job satisfaction488 cited
  • 2009

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Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland
434 cited
  • 2001How critical is internal customer orientation to market orientation?427 cited
  • Cited by

    • 2021Driving frontline employees performance through mentorship, training, and interpersonal helping: The case of upscale hotels in China32 cited
    • 2018From internal marketing to customer- perceived relationship quality: evidence of Vietnamese banking firms26 cited
    • 2020Beyond the “give back” equation24 cited
    • 2023The roles of internal marketing and person-organization fit in hospitality employees’ life satisfaction: an integration of work and nonwork domains24 cited
    • 2020Employee engagement: a mediator between organizational inducements and industry loyalty among workers in the hospitality industry in Uganda23 cited
    • 2020High core self‐evaluation maintains patient oriented behavior: A motivational model of reward system20 cited
    • 2020What motivates and satisfies lodging employees in Riyadh, Saudi Arabia?2 cited