공태식
2018-06-11T04:30:12Z
2018-06-11T04:30:12Z
2017-04
JOURNAL OF SERVICES MARKETING, v. 31, No. 2, Page. 185-199
0887-6045
https://www.emeraldinsight.com/doi/full/10.1108/JSM-09-2016-0339
https://repository.hanyang.ac.kr/handle/20.500.11754/71958
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.
en_US
EMERALD GROUP PUBLISHING LTD
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
Emotional intelligence in front-line/back-office employee relationships
Article
2
31
10.1108/JSM-09-2016-0339
185-199
JOURNAL OF SERVICES MARKETING
Kearney, Treasa
Walsh, Gianfranco
Barnett, Willy
Gong, Taeshik
Schwabe, Maria
Ifie, Kemefasu
2017014429
E
COLLEGE OF BUSINESS AND ECONOMICS[E]
DIVISION OF BUSINESS ADMINISTRATION
gongts