The Customer, Co-Worker, and Management Burnout. Distinction in Service Settings
TL;DR: In this article, the authors extended previous work on psychological antecedents of burnout by considering the effects of personality traits on these distinct types of burnouts and by considering how these distinct burnout factors affect customer contact behaviors and propensity to leave the service organization.
Abstract: Academic research indicates that distinct types of workplace burnout exist in service settings, including management burnout (MBO), customer burnout (CUBO), and co-worker burnout (CWBO). Each type of burnout can have detrimental influences on important service outcomes. As managers attempt to improve service quality, it is important that they consider the impact of each burnout dimension. The current work extends previous work on the psychological antecedents of burnout by considering the effects of personality traits on these distinct types of burnout and by considering the extent to which each type of burnout influences customer contact behaviors and propensity to leave the service organization. The researchers present the results of an empirical study that included survey data obtained from banking employees. The results support several hypothesized relationships that relate personality traits to each burnout facet, as well as the hypothesized influence of the burnout dimensions on customer co...
Citations
More filters
TL;DR: In this article, the authors examined the relationship between corporate brand identity and employee personality traits, organisational culture and employee turnover and found that the more an organisation ’ s brand emphasises value-goal or cultural congruence, the more likely recruits will espouse that corporate culture post hire.
Abstract: In industry today, researchers and practitioners are pointing to service as the differentiating factor in competitive situations. In both the marketing and management literature , disconnects exist between the importance of the corporate brand and the service component of the offering that is supported by consistent and effective marketing employees. This research examines the relationships between corporate brand identity and employee personality traits, organisational culture and employee turnover. We found that employee need for achievement moderates the relationship between corporate brand identity and employee intent to remain with the organisation. As such, the more an organisation ’ s brand emphasises value-goal or cultural congruence — the more likely recruits will espouse that corporate culture post hire. We also found partial support that organisational culture mediates the relationship between employee perceptions of corporate brand identity and employee intent to turnover. We discuss the implications from our fi ndings in the context of building, managing and transmitting corporate
63 citations
TL;DR: In this article, a research model investigating work engagement as a mediator of the effects of job resourcefulness and customer orientation on job satisfaction, affective organizational commitment, and turnover intentions is developed and tested.
Abstract: A research model investigating work engagement as a mediator of the effects of job resourcefulness and customer orientation on job satisfaction, affective organizational commitment, and turnover intentions is developed and tested. Data were obtained from a sample of frontline bank employees with a time lag of 2 weeks in Northern Cyprus. The relationships were tested using LISREL 8.30 through structural equation modeling. The results provide empirical support for all hypotheses. The results suggest that work engagement functions as a full mediator of the impacts of job resourcefulness and customer orientation on job satisfaction, affective organizational commitment, and turnover intentions.
34 citations
Cites background from "The Customer, Co-Worker, and Manage..."
...Second, job satisfaction, affective organizational commitment, and turnover intentions are the three critical job outcomes investigated in this study (e.g., Harris & Fleming, 2007; Harris & Lee, 2004; Jaramillo, Mulki, & Locander, 2006)....
[...]
TL;DR: In this paper, a new construct, Productivity propensity, was introduced to examine its relationship with customer orientation (CO) and multiple outcome measures, and the results from two distinct samples suggest that the construct is a valuable addition to the FLE literature.
Abstract: Numerous studies have investigated the performance of frontline employees (FLEs) and how these employees influence organizational success. Because customer-perceived outcomes are important, much attention has been devoted to the customer orientation (CO) construct. The weak influence of CO on external measures, however, has led to numerous research questions. The current work addresses these questions by introducing a new construct, “productivity propensity,” while examining its relationship with CO and multiple outcome measures. Results from two distinct samples suggest that the construct is a valuable addition to the FLE literature.
20 citations
TL;DR: In this article, the relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment by using data collected from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service.
Abstract: Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment
Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service A qualitative analysis was applied using both a service quality and a customer value template Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery
Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations
Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition
Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience
15 citations
Cites background from "The Customer, Co-Worker, and Manage..."
...Studies suggest that customers have come to expect a conversational context from a bricks and mortar retail experience (Harris and Lee, 2004) and that both customers and staff will have prior expectations regarding the nature and purpose of the associated dialogue....
[...]
TL;DR: In this paper, the authors support the notion that organizational level directives affect the customer service performance of staff and demonstrate that organizations applying service routines and training systems which encourage the development of service capabilities develop a basis for the effective provision of customer services.
Abstract: This paper supports the notion that organizational level directives affect the customer service performance of staff. We show that organizations applying service routines and training systems which encourage the development of service capabilities develop a basis for the effective provision of customer services. Furthermore, we demonstrate that the positive attachment the staff member feels toward the organization by way of emotional motivation also influences their approach to customer service provision. This highlights for management the need for positive reinforcement so that staff feel valued in their jobs and feel a positive devotion to their employer.
10 citations
References
More filters
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...
56,555 citations
01 Jan 1973
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Abstract: Offers an applications-oriented approach to multivariate data analysis, focusing on the use of each technique, rather than its mathematical derivation. The text introduces a six-step framework for organizing and discussing techniques with flowcharts for each.
Well-suited for the non-statistician, this applications-oriented introduction to multivariate analysis focuses on the fundamental concepts that affect the use of specific techniques rather than the mathematical derivation of the technique. Provides an overview of several techniques and approaches that are available to analysts today - e.g., data warehousing and data mining, neural networks and resampling/bootstrapping. Chapters are organized to provide a practical, logical progression of the phases of analysis and to group similar types of techniques applicable to most situations.
Table of Contents
1. Introduction.
I. PREPARING FOR A MULTIVARIATE ANALYSIS.
2. Examining Your Data.
3. Factor Analysis.
II. DEPENDENCE TECHNIQUES.
4. Multiple Regression.
5. Multiple Discriminant Analysis and Logistic Regression.
6. Multivariate Analysis of Variance.
7. Conjoint Analysis.
8. Canonical Correlation Analysis.
III. INTERDEPENDENCE TECHNIQUES.
9. Cluster Analysis.
10. Multidimensional Scaling.
IV. ADVANCED AND EMERGING TECHNIQUES.
11. Structural Equation Modeling.
12. Emerging Techniques in Multivariate Analysis.
Appendix A: Applications of Multivariate Data Analysis.
Index.
37,124 citations
TL;DR: In this article, the authors investigated the relation of the Big Five personality dimensions (extraversion, emotional stability, Agreeableness, Conscientiousness, and Openness to Experience) to three job performance criteria (job proficiency, training proficiency, and personnel data) for five occupational groups (professionals, police, managers, sales, and skilled/semi-skilled).
Abstract: This study investigated the relation of the “Big Five” personality dimensions (Extraversion, Emotional Stability, Agreeableness, Conscientiousness, and Openness to Experience) to three job performance criteria (job proficiency, training proficiency, and personnel data) for five occupational groups (professionals, police, managers, sales, and skilled/semi-skilled). Results indicated that one dimension of personality, Conscientiousness, showed consistent relations with all job performance criteria for all occupational groups. For the remaining personality dimensions, the estimated true score correlations varied by occupational group and criterion type. Extraversion was a valid predictor for two occupations involving social interaction, managers and sales (across criterion types). Also, both Openness to Experience and Extraversion were valid predictors of the training proficiency criterion (across occupations). Other personality dimensions were also found to be valid predictors for some occupations and some criterion types, but the magnitude of the estimated true score correlations was small (ρ < .10). Overall, the results illustrate the benefits of using the 5-factor model of personality to accumulate and communicate empirical findings. The findings have numerous implications for research and practice in personnel psychology, especially in the subfields of personnel selection, training and development, and performance appraisal.
8,018 citations
"The Customer, Co-Worker, and Manage..." refers background in this paper
...This trait is also viewed as being volitional (Barrick & Mount, 1991)....
[...]
...This may be because openness is related to an individual’s motivation to learn (Barrick & Mount, 1991)....
[...]
TL;DR: In this article, the authors describe the development and testing of questionnaire measures of role conflict and ambiguity and show that these two constructs are factorially identifiable and independent, and that they tend to correlate with measures of organizational and managerial practices and leader behavior.
Abstract: The literature indicates that dysfunctional individual and organizational consequences result from the existence of role conflict and role ambiguity in complex organizations. Yet, systematic measurement and empirical testing of these role constructs is lacking. This study describes the development and testing of questionnaire measures of role conflict and ambiguity. Analyses of responses of managers show these two constructs to be factorially identifiable and independent. Derived measures of role conflict and ambiguity tend to correlate in two samples in expected directions with measures of organizational and managerial practices and leader behavior, and with member satisfaction, anxiety, and propensity to leave the organization.
4,858 citations
"The Customer, Co-Worker, and Manage..." refers background or methods in this paper
...While workplace burnout has an established research tradition, Singh’s (2000) recent work suggests that distinct types of workplace burnout exist in service settings. Following the work of Singh, Goolsby, and Rhoads (1994), Singh (2000) suggests that customer burnout (CUBO), management burnout (MBO), and co-worker burnout (CWBO), all have important service marketing implications....
[...]
...Measures for role ambiguity and conflict were adapted from Rizzo, House, and Lirtzman (1970)....
[...]
...While workplace burnout has an established research tradition, Singh’s (2000) recent work suggests that distinct types of workplace burnout exist in service settings....
[...]