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Emotional intelligence in front-line/back-office employee relationships

Title
Emotional intelligence in front-line/back-office employee relationships
Author
공태식
Keywords
Emotional intelligence; Organizational performance; Moderation; Citizenship behaviours; Customer service employees; Matched data; COUNTERPRODUCTIVE WORK BEHAVIORS; JOB-SATISFACTION; CUSTOMER-ORIENTATION; MARKET ORIENTATION; CONTEXTUAL PERFORMANCE; RELATIONSHIP QUALITY; SERVICE ENCOUNTER; TASK-PERFORMANCE; MEDIATING ROLE; LABOR
Issue Date
2017-04
Publisher
EMERALD GROUP PUBLISHING LTD
Citation
JOURNAL OF SERVICES MARKETING, v. 31, No. 2, Page. 185-199
Abstract
Purpose -This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees. Design/methodology/approach -The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models. Findings -Salespeople's customer orientation directly affects customer-related organisational performance; the relationship is moderated by salespeople's emotional intelligence. The emotional intelligence of salespeople also directly affects the customer-directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour, in turn, affects customer-related organisational performance. Originality/value -The emotions deployed by employees in interactions with customers clearly shape customers' perceptions of service quality, as well as employee-level performance outcomes. However, prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This paper addresses these research gaps by investigating triadic relationships -among back-office employees, front-line employees and customer outcomes -in a B2B setting, where they are of particular managerial interest.
URI
https://www.emeraldinsight.com/doi/full/10.1108/JSM-09-2016-0339http://repository.hanyang.ac.kr/handle/20.500.11754/71958
ISSN
0887-6045
DOI
10.1108/JSM-09-2016-0339
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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