Climate perceptions and the customer orientation of frontline service employees

How Leadership and Commitment Influence Bank Employees’ Adoption of their Bank’s Values

“…When managers create 'caring relationships' they see employees as a 'you' not an 'it' and foster meaning amongst followers (Caldwell and Dixon, 2010). Perceived support reduces conflict as employees perceive they are empowered to accomplish their responsibilities (Coelho et al, 2010). Caldwell and Dixon (2010) advocate leadership behaviours that 'encourage the heart' and explain that leaders who treat others with dignity, respect and a commitment to their best interests are more likely to see a pay-off in improved performance.…”

“…Whilst role clarity is positively associated with customer orientation (Coelho et al, 2010), and it can be effective in clarifying the organisation's vision, it is influential 400…”

“…Therefore, we explore the relationship between leadership in banking and employees' value adoption. Moreover, extant literature suggests that employee commitment to their organisation will encourage them to 'live' its brand (Ind, 2004;Kimpakorn and Tocquer, 2009) and emphasises the importance of fostering a 'brand centric' organisation though committed employees (Chenet et al, 2000;Coelho et al, 2010;de Chernatony and Cottam, 2006;Hartline et al, 2000). In Ireland, banking is often considered a 'job for life' environment.…”

Customer orientation of frontline employees and organizational commitment

“…One such issue of interest to researchers is customer orientation. Customer orientation, (hereafter CO), has continued to hold the attention of both marketing and service scholars and practitioners for more than four decades because of the belief that CO is an important resource that should impact positively on important psychological (e.g., commitment, satisfaction) and job (e.g., performance) outcomes of frontline service or boundary-spanning employees (e.g., Brown et al, 2002;Donavan, Brown & Mowen 2004;Coelho et al, 2010;Babakus & Yavas, 2012;Rafaeli, Ziklik, & Doucet, 2008;Chang & Huang, 2011). As such, CO research generally focuses on the antecedents and/or consequences of individual employee CO (hereafter ECO) or firm CO (hereafter FCO).…”

The Critical Antecedents to Organizational Citizenship Behaviors: Empirical Evidences from North Cyprus Service Industry

“…In order to meet or exceed customers' expectations, service workers have to adapt their work behavior to deal with the highly individualized nature of customer needs, revealing a crucial role of OCBs in service industries (Stamper & Van Dyne, 2003). Service firms should develop a proper climate that guides employees' actions to exhibit OCBs (Filipem et al, 2010). Therefore, this study further explored OCBs in a hotel setting.…”