OpenAIRE is about to release its new face with lots of new content and services.
During September, you may notice downtime in services, while some functionalities (e.g. user registration, login, validation, claiming) will be temporarily disabled.
We apologize for the inconvenience, please stay tuned!
For further information please contact helpdesk[at]

fbtwitterlinkedinvimeoflicker grey 14rssslideshare1
Schepers, J.; Falk, T.; de Ruyter, K.; de Jong, A.; Hammerschmidt, M. (2012)
Languages: English
Types: Article
Subjects: HD

Classified by OpenAIRE into

This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontline employee's felt ownership of and moral responsibility for customers' overall welfare. In two studies, the authors show that CSC is a more encompassing construct than customer orientation, which reflects a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in- and extra-role employee behaviors. Moreover, they highlight how CSC operates in conjunction with an organization's agency control system: Stewardship's positive influence on in- and extra-role behavior is weaker in the presence of high agency control. They offer actionable advice about how to solve the resulting managerial control dilemma. Finally, the authors show that CSC depends on drivers that reside at the individual level (employee relatedness), the team level (team competence), or both levels of aggregation (employee and team autonomy). These findings show how to effectively design a frontline employee's work environment to ensure optimal frontline performance.
  • The results below are discovered through our pilot algorithms. Let us know how we are doing!

    • Albanese, Robert, M. Tina Dacin, and Ira C. Harris (1997), “Dialogue: Agents as Stewards,” Academy of Management Journal, 22 (3), 609-613.
    • Argyris, Chris (1973), “Organization Man: Rational and SelfActualizing,” Public Administration Review, 33 (July/August), 354-57.
    • Baard, Paul P., Edward L. Deci, and Richard M. Ryan (2004), “Intrinsic Need Satisfaction: A Motivational Basis of Performance and Well-Being in Two Work Settings,” Journal of Applied Social Psychology, 34 (10), 2045-68.
    • Babakus, Emin, Ugur Yavas, and Nicholas J. Ashill (2009), “The Role of Customer Orientation as a Moderator of the Job Demand-Burnout-Performance Relationship: A Surface-Level Trait Perspective,” Journal of Retailing, 85 (4), 480-92.
    • ---, ---, and --- (2011), “Service Worker Burnout and Turnover Intentions: Roles of Person-Job Fit, Servant Leadership, and Customer Orientation,” Services Marketing Quarterly, 32 (1), 17-31.
    • Bandura, Albert (1986), Social Foundations of Thought and Action: A Social Cognitive Theory. Englewood Cliffs, NJ: Prentice Hall.
    • Barron, John M. and Kathy A. Paulson Gjerde (1996), “Who Adopts Total Quality Management (TQM)? Theory and an Empirical Test,” Journal of Economics & Management Strategy, 5 (1), 69-106.
    • Bass, Bernard M. and Bruce J. Avolio (2000), Multifactor Leadership Questionnaire: Manual Leader Form, Rater, and Scoring Key for MLQ (Form5x-Short). Redwood City, CA: Mind Garden.
    • Bergen, Mark, Shantanu Dutta, and Orville C. Walker (1992), “Agency Relationships in Marketing: A Review of the Implications and Applications of Agency and Related Theories,” Journal of Marketing, 56 (August), 1-24.
    • Bettencourt, Lance A. and Stephen W. Brown (1997), “Contact Employees: Relationships Among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors,” Journal of Retailing, 73 (1), 39-61.
    • --- and --- (2003), “Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations,” Journal of the Academy of Marketing Science, 31 (4), 394-408.
    • Block, Peter (1996), Stewardship: Choosing Service Over SelfInterest. San Francisco: Berrett-Koehler Publishers.
    • Blocker, Christopher, Daniel Flint, Matthew Myers, and Stanley Slater (2011), “Proactive Customer Orientation and its Role for Creating Customer Value in Global Markets,” Journal of the Academy of Marketing Science, 39 (2), 216-33.
    • Brady, Michael K. and J. Joseph Cronin (2001), “Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors,” Journal of Service Research, 3 (3), 241-51.
    • Brown, Tom J., John C. Mowen, D. Todd Donavan, and Jane W. Licata (2002), “The Customer Orientation of Service Workers: Personality Trait Effects on Self- and Supervisor Performance Ratings,” Journal of Marketing Research, 39 (February), 110-19.
    • Calantone, Roger, Nukhet Harmancioglu, and Cornelia Droge (2010), “Inconclusive Innovation Returns: A Meta-Analysis of Research on Innovation in New Product Development,” Journal of Product Innovation Management, 27 (7), 1065-81.
    • Caldwell, Cam and Ranjan Karri (2005), “Organizational Governance and Ethical Systems: A Covenantal Approach to Building Trust,” Journal of Business Ethics, 58 (1), 249-59.
    • Celsi, Mary Wolfinbarger and Mary C. Gilly (2010), “Employees as Internal Audience: How Advertising Affects Employees' Customer Focus,” Journal of the Academy of Marketing Science, 38 (4), 520-29.
    • Challagalla, Goutam N. and Tasadduq A. Shervani (1996), “Dimensions and Types of Supervisory Control: Effects on Salesperson Performance and Satisfaction,” Journal of Marketing, 60 (1), 89-105.
    • Ciampa, Dan (1992), Total Quality: A User's Guide for Implementation. Reading, MA: Addison-Wesley.
    • Coffman, Donna L. and Robert C. MacCallum (2005), “Using Parcels to Convert Path Analysis Models into Latent Variable Models,” Multivariate Behavioral Research, 40 (2), 235-59.
    • Conger, Jay A. and Rabrinda N. Kanungo (1998), Charismatic Leadership in Organizations. Thousand Oaks, CA: Sage Publications.
    • Cravens, David W., Felicia G. Lassk, George S. Low, Greg W. Marshall, and William C. Moncrief (2004), “Formal and Informal Management Control Combinations in Sales Organizations: The Impact on Salesperson Consequences,” Journal of Business Research, 57 (3), 241-48.
    • Davis, James H., F.D. Schoorman, and Lex Donaldson (1997), “Toward a Stewardship Theory of Management,” Academy of Management Review, 22 (1), 20-47.
    • Deci, Edward L., Richard Koestner, and Richard M. Ryan (1999), “A Meta-Analytic Review of Experiments Examining the Effects of Extrinsic Rewards on Intrinsic Motivation,” Psychological Bulletin, 125 (6), 627-68.
    • De Jong, Ad, Ko De Ruyter, and Jos Lemmink (2004), “Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams,” Journal of Marketing, 68 (January), 18-34.
    • De Ruyter, Ko, Ad De Jong, and Martin Wetzels (2009), “Antecedents and Consequences of Environmental Stewardship in Boundary-Spanning B2B Teams,” Journal of the Academy of Marketing Science, 37 (4), 470-87.
    • Deshpandé, Rohit, John U. Farley, and Frederick E. Webster Jr. (1993), “Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis,” Journal of Marketing, 57 (January), 23-37.
    • Donavan, D. Todd, Tom J. Brown, and John C. Mowen (2004), “Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behavior,” Journal of Marketing, 68 (January), 128-46.
    • Durham, Sarah (2011), “What Fundraisers Can Learn from Zappos,” Fundraising Success Magazine, (November), (accessed June 21, 2012), [available at http://www.fundraisingsuccessmag. com/article/what-fundraisers-can-learn-from-zappos-customerservice-stewardship/1].
    • Ehrhart, Mark G. (2004), “Leadership and Procedural Justice Climate as Antecedents of Unit-Level Organizational Citizenship Behavior,” Personnel Psychology, 57 (1), 61-94.
    • Eisenhardt, Kathleen M. (1989), “Agency Theory: An Assessment and Review,” Academy of Management Review, 14 (1), 57-74.
    • Financial Reporting Council (2010), “The UK Stewardship Code,” (accessed June 21, 2012), [available at corporate/investorgovernance.cfm].
    • Flaherty, Karen E., Todd J. Arnold, and Shane Hunt (2007), “The Influence of the Selling Situation on the Effectiveness of Control: Toward a Holistic Perspective,” Journal of Personal Selling and Sales Management, 27 (3), 221-33.
    • ---, John C. Mowen, Tom J. Brown, and Greg W. Marshall (2009), “Leadership Propensity and Sales Performance Among Sales Personnel and Managers in a Specialty Retail Store Setting,” Journal of Personal Selling & Sales Management, 29 (1), 43-60.
    • Fornell, Claes and David F. Larcker (1981), “Evaluating Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18 (February), 39-50.
    • Franke, George R. and Jeong-Eun Park (2006), “Salesperson Adaptive Selling Behavior and Customer Orientation: A MetaAnalysis,” Journal of Marketing Research, 43 (November), 693-702.
    • Gallo, Carmine (2007), “How Ritz-Carlton Maintains Its Mystique,” Bloomberg BusinessWeek, (February 13), (accessed June 21, 2012), [available at smallbiz/content/feb2007/sb20070213_171606.htm].
    • Gray, Brendan, Sheelagh Matear, Christo Boshoff, and Phil Matheson (1998), “Developing a Better Measure of Market Orientation,” European Journal of Marketing, 32 (9/10), 884-903.
    • Grinstein, Amir (2008), “The Effect of Market Orientation and Its Components on Innovation Consequences: A Meta-Analysis,” Journal of the Academy of Marketing Science, 36 (2), 166-73.
    • Hackman, J. Richard and Gary R. Oldham (1975), “Development of the Job Diagnostic Survey,” Journal of Applied Psychology, 60 (2), 159-70.
    • Hale, Jeff R. and Dail L. Fields (2007), “Exploring Servant Leadership Across Cultures: A Study of Followers in Ghana and the USA,” Leadership, 3 (4), 397-417.
    • Harris, Eric G., John C. Mowen, and Tom J. Brown (2005), “ReExamining Salesperson Goal Orientations: Personality Influences, Customer Orientation, and Work Satisfaction,” Journal of the Academy of Marketing Science, 33 (1), 19-35.
    • Hartline, Michael D., James G. Maxham, and Daryl O. McKee (2000), “Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees,” Journal of Marketing, 64 (April), 35-50.
    • Hendricks, Kevin B. and Vinod R. Singhal (1997), “Does Implementing an Effective TQM Program Actually Improve Operating Performance? Empirical Evidence from Firms That Have Won Quality Awards,” Management Science, 43 (9), 1258-74.
    • --- and --- (2001), “The Long-Run Stock Price Performance of Firms with Effective TQM Programs,” Management Science, 47 (3), 359-68.
    • Hernandez, Morela (2008), “Promoting Stewardship Behavior in Organizations: A Leadership Model,” Journal of Business Ethics, 80 (1), 121-28.
    • --- (2012), “Toward an Understanding of the Psychology of Stewardship,” Academy of Management Review, 37 (2), 172-93.
    • Holman, David, Olga Epitropaki, and Sue Fernie (2001), “Understanding Learning Strategies in the Workplace: A Factor Analytic Investigation,” Journal of Occupational & Organizational Psychology, 74 (5), 675-81.
    • Homburg, Christian, Marko Grozdanovic, and Martin Klarmann (2007), “Responsiveness to Customers and Competitors: The Role of Affective and Cognitive Organizational Systems,” Journal of Marketing, 71 (July), 18-38.
    • ---, Michael Müller, and Martin Klarmann (2011a), “When Does Salespeople's Customer Orientation Lead to Customer Loyalty? The Differential Effects of Relational and Functional Customer Orientation,” Journal of the Academy of Marketing Science, 39 (6), 795-812.
    • ---, ---, and --- (2011b), “When Should the Customer Really Be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters,” Journal of Marketing, 75 (March), 55-74.
    • Hu, Jia and Robert C. Liden (2011), “Antecedents of Team Potency and Team Effectiveness: An Examination of Goal and Process Clarity and Servant Leadership,” Journal of Applied Psychology, 96 (4), 851-62.
    • Hui, Michael K. and Roy Toffoli (2002), “Perceived Control and Consumer Attribution for the Service Encounter,” Journal of Applied Social Psychology, 32 (9), 1825-44.
    • James, Lawrence R., Robert G. Demaree, and Gerrit Wolf (1993), “An Assessment of Within-Group Interrater Agreement,” Journal of Applied Psychology, 78 (2), 306-309.
    • Jaworski, Bernard J. (1988), “Toward a Theory of Marketing Control: Environmental Context, Control Types, and Consequences,” Journal of Marketing, 52 (July), 23-39.
    • --- and Deborah J. MacInnis (1989), “Marketing Jobs and Management Controls: Toward a Framework,” Journal of Marketing Research, 26 (November), 406-419.
    • ---, Vlasis Stathakopoulos, and H. Shanker Krishnan (1993), “Control Combinations in Marketing: Conceptual Framework and Empirical Evidence,” Journal of Marketing, 57 (January), 57-69.
    • Kazanjian, Robert K. and Hyagreeva Rao (1999), “Research Note: The Creation of Capabilities in New Ventures-A Longitudinal Study,” Organization Studies, 20 (1), 125-42.
    • Kennedy, Karen Norman, Jerry R. Goolsby, and Eric J. Arnould (2003), “Implementing a Customer Orientation: Extension of Theory and Application,” Journal of Marketing, 67 (October), 67-81.
    • Kirkman, Bradley L. and Benson Rosen (1999), “Beyond SelfManagement: Antecedents and Consequences of Team Empowerment,” Academy of Management Journal, 42 (1), 58-74.
    • Kishton, Joseph M. and Keith F. Widaman (1994), “Unidimensional Versus Domain Representative Parceling of Questionnaire Items: An Empirical Example,” Educational and Psychological Measurement, 54 (3), 757-65.
    • Kohli, Ajay, and Bernard J. Jaworski (1990), “Market Orientation: The Construct, Research Propositions, and Managerial Implications,” Journal of Marketing, 54 (April), 1-18.
    • Kwortnik, Robert J., Michael Lynn, and William T. Ross (2009), “Buyer Monitoring: A Means to Insure Personalized Service,” Journal of Marketing Research, 46 (October), 573-83.
    • Latham, George and Edwin A. Locke (2002), “Building a Practically Useful Theory of Goal Setting and Task Motivation,” The American Psychologist, 57 (9), 705-717.
    • Lee, Hyun-Jung (2004), “The Role of Competence-Based Trust and Organizational Identification in Continuous Improvement,” Journal of Managerial Psychology, 19 (6), 623-39.
    • Licata, Jane W., John C. Mowen, Eric G. Harris, and Tom J. Brown (2003), “On the Trait Antecedents and Outcomes of Service Worker Job Resourcefulness: A Hierarchical Model Approach,” Journal of the Academy of Marketing Science, 31 (3), 256-71.
    • Luo, Xueming, Maxwell Hsu, and Sandra Liu (2008), “The Moderating Role of Institutional Networking in the Customer Orientation-Trust/Commitment-Performance Causal Chain in China,” Journal of the Academy of Marketing Science, 36 (2), 202-214.
    • Lusch, Robert F. and Bernard J. Jaworski (1991), “Management Controls, Role Stress, and Retail Store Manager Performance,” Journal of Retailing, 67 (4), 179-87.
    • Lytle, Richard S., Peter W. Hom, and Michael P. Mokwa (1998), “SERV*OR: A Managerial Measure of Organizational ServiceOrientation,” Journal of Retailing, 74 (4), 455-89.
    • MacKenzie, Scott B., Philip M. Podsakoff, and Michael Ahearne (1998), “Some Possible Antecedents and Consequences of InRole and Extra-Role Salesperson Performance,” Journal of Marketing, 62 (July), 87-98.
    • Mael, Fred and Blake E. Ashforth (1992), “Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification,” Journal of Organizational Behavior, 13 (2), 103-123.
    • Marsh, Herbert W., Zhonglin Wen, and Kit T. Hau (2004), “Structural Equation Models of Latent Interactions: Evaluation of Alternative Estimation Strategies and Indicator Construction,” Psychological Methods, 9 (3), 275-300.
    • Morhart, Felicitas M., Walter Herzog, and Torsten Tomczak (2009), “Brand-Specific Leadership: Turning Employees into Brand Champions,” Journal of Marketing, 73 (September), 122-42.
    • Mowday, Richard T., Richard M. Steers, and Lyman W. Porter (1979), “The Measurement of Organizational Commitment,” Journal of Vocational Behavior, 14 (2), 224-47.
    • Narver, John C. and Stanley F. Slater (1990), “The Effect of a Market Orientation on Business Profitability,” Journal of Marketing, 54 (October), 20-35.
    • Netemeyer, Richard G., James G. Maxham, and Chris Pullig (2005), “Conflicts in the Work-Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent,” Journal of Marketing, 69 (April), 130-43.
    • Neubert, Mitchell J., K. Michele Kacmar, Dawn S. Carlson, Lawrence B. Chonko, and James A. Roberts (2008), “Regulatory Focus as a Mediator of the Influence of Initiating Structure and Servant Leadership on Employee Behavior,” Journal of Applied Psychology, 93 (6), 1220-33.
    • Ng, Kok-Yee, Christine Koh, and Hock-Chye Goh (2008), “The Heart of the Servant Leader: Leader's Motivation-to-Serve and Its Impact on LMX and Subordinates' Extra-Role Behavior,” in Knowledge-Driven Corporation-Complex Creative Destruction, George B. Graen and Joan A. Graen, eds. Charlotte, NC: Information Age, 125-44.
    • Parasuraman, A., Leonard Berry, and Valarie A. Zeithaml (1991), “Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model,” Human Resource Management, 30 (3), 335-64.
    • Pettijohn, Charles E., Linda S. Pettijohn, and A.J. Taylor (2002), “The Influence of Salesperson Skill, Motivation, and Training on the Practice of Customer-Oriented Selling,” Psychology and Marketing, 19 (9), 743-57.
    • Pierce, Jon L., Tatiana Kostova, and Kurt T. Dirks (2001), “Toward a Theory of Psychological Ownership in Organizations,” Academy of Management Review, 26 (2), 298-310.
    • Podsakoff, Philip M., Scott B. MacKenzie, Jeong-Yeon Lee, and Nathan P. Podsakoff (2003), “Common Method Bias in Behavioral Research: A Critical Review of the Literature and Recommended Remedies,” Journal of Applied Psychology, 88 (5), 879-903.
    • Rod, Michel and Nicholas J. Ashill (2010), “The Effect of Customer Orientation on Frontline Employees Job Outcomes in a New Public Management Context,” Marketing Intelligence & Planning, 28 (5), 600-624.
    • Román, Sergio and Dawn Iacobucci (2010), “Antecedents and Consequences of Adaptive Selling Confidence and Behavior: A Dyadic Analysis of Salespeople and Their Customers,” Journal of the Academy of Marketing Science, 38 (3), 363-82.
    • Rozell, Elizabeth J., Charles E. Pettijohn, and R. Stephen Parker (2004), “Customer-Oriented Selling: Exploring the Roles of Emotional Intelligence and Organizational Commitment,” Psychology & Marketing, 21 (6), 405-424.
    • Ryan, Richard M. and Edward L. Deci (2000), “Self-Determination Theory and the Facilitation of Intrinsic Motivation, Social Development, and Well-Being,” American Psychologist, 55 (1), 68-78.
    • Salanova, Marisa, Sonia Agut, and José María Peiró (2005), “Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediating Role of Service Climate,” Journal of Applied Psychology, 90 (6), 1217-27.
    • Schaubroeck, John, Simon S. Lam, and Ann Chunyna Peng (2011), “Cognition-Based and Affect-Based Trust as Mediators of Leader Behavior Influences on Team Performance,” Journal of Applied Psychology, 96 (4), 863-71.
    • Schepers, Jeroen J.L., Ad de Jong, Ko de Ruyter, and Martin Wetzels (2011). “Fields of Gold: Perceived Efficacy in Virtual Field Service Employee Teams,” Journal of Service Research, 14 (3), 372-89.
    • Sekiguchi, Tomoki, James P. Burton, and Chris J. Sablynski (2008), “The Role of Job Embeddedness on Employee Performance: The Interactive Effects with Leader-Member Exchange and Organization-Based Self-Esteem,” Personnel Psychology, 61 (4), 761-92.
    • Smidts, Ale, Ad Th.H. Pruyn, and Cees B.M. Van Riel (2001), “The Impact of Employee Communication and Perceived External Prestige on Organizational Identification,” Academy of Management Journal, 44 (5), 1051-62.
    • Smith, Greg (2012), “Why I Am Leaving Goldman Sachs,” The New York Times, (March 14), (accessed June 21, 2012), [available at].
    • Spreitzer, Gretchen M. (1995), “Psychological Empowerment in the Workplace: Dimensions, Measurement, and Validation,” Academy of Management Journal, 38 (5), 1442-65.
    • Stewart, Greg L. (2006), “A Meta-Analytic Review of Relationships Between Team Design Features and Team Performance,” Journal of Management, 32 (1), 29-55.
    • Suh, Taewon, Mark B. Houston, Steven M. Barney, and Ik-Whan G. Kwon (2011), “The Impact of Mission Fulfillment on the Internal Audience: Psychological Job Outcomes in a Services Setting,” Journal of Service Research, 14 (1), 76-92.
    • Taylor, Fred (2008), “Being Proactive: The Next Generation of Customer Service-Part One,” Blog Southwest, (January 23), (accessed June 25, 2012), [available at].
    • Thomas, Kenneth W. and Walter G. Tymon (1993), Empowerment Inventory. Tuxedo, NY: Xicom.
    • Thomas, Raymond W., Geoffrey N. Soutar, and Maria M. Ryan (2001), “The Selling Orientation-Customer Orientation (S.O.C.O.) Scale: A Proposed Short Form,” Journal of Personal Selling & Sales Management, 21 (1), 63-69.
    • Tosi, Henry L., Amy L. Brownlee, Paula Silva, and Jeffrey P. Katz (2003), “An Empirical Exploration of Decision-Making Under Agency Controls and Stewardship Structure,” Journal of Management Studies, 40 (8), 2053-71.
    • Tsai, Shu-pei (2005), “Utility, Cultural Symbolism and Emotion: A Comprehensive Model of Brand Purchase Value,” International Journal of Research in Marketing, 22 (3) 277-91.
    • Van Dierendonck, Dirk (2011), “Servant Leadership: A Review and Synthesis,” Journal of Management, 37 (4), 1228-61.
    • ---, Inge Nuijten, and Imke Heeren (2009), “Servant Leadership, Key to Follower Well-Being,” in Power and Interdependence in Organizations, Dean Tjosvold and Barbara Wisse, eds. Cambridge, UK: Cambridge University Press, 319-37.
    • Vecchio, Robert P., Joseph E. Justin, and Craig L. Pearce (2008), “The Utility of Transactional and Transformational Leadership for Predicting Performance and Satisfaction Within a PathGoal Theory Framework,” Journal of Occupational & Organizational Psychology, 81 (1), 71-82.
    • Walumbwa, Fred O., Russell Cropanzano, and Chad A. Hartnell (2009), “Organizational Justice, Voluntary Learning Behavior, and Job Performance: A Test of the Mediating Effects of Identification and Leader-Member Exchange,” Journal of Organizational Behavior, 30 (8), 1103-1126.
    • ---, Chad A. Hartnell, and Adegoke Oke (2010), “Servant Leadership, Procedural Justice Climate, Service Climate, Employee Attitudes, and Organizational Citizenship Behavior: A Cross-Level Investigation, Journal of Applied Psychology, 95 (3), 517-29.
    • Washington, Rynetta R., Charlotte D. Sutton, and Hubert S. Feild (2006), “Individual Differences in Servant Leadership: The Roles of Values and Personality,” Leadership and Organizational Development Journal, 27 (8), 700-716.
    • Wieseke, Jan, Michael Ahearne, Son K. Lam, and Rolf van Dick (2009), “The Role of Leaders in Internal Marketing,” Journal of Marketing, 73 (March), 123-45.
    • ---, Johannes Ullrich, Oliver Christ, and Rolf Van Dick (2007), “Organizational Identification as a Determinant of Customer Orientation in Service Organizations,” Marketing Letters, 18 (4), 265-78.
    • Yavas, Ugur and Emin Babakus (2010), “Relationships Between Organizational Support, Customer Orientation, and Work Outcomes: A Study of Frontline Bank Employees,” International Journal of Bank Marketing, 28 (3), 222-28.
    • Zablah, Alex, George Franke, Tom Brown, and Darrell Bartholomew (2012), “How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A MetaAnalytic Evaluation,” Journal of Marketing, 76 (May), 21-40.
  • No related research data.
  • No similar publications.

Share - Bookmark

Download from

Cite this article

Cookies make it easier for us to provide you with our services. With the usage of our services you permit us to use cookies.
More information Ok