The Effects of Customer Orientation and Job Resources on Frontline Employees' Job Outcomes
In this study, a model examining the effects of customer orientation and job resources (supervisory support, training, empowerment, and rewards) on frontline employees' job satisfaction, affective organizational commitment, and turnover intentions is developed and tested. Data collected via self-administered questionnaires from a sample of 723 frontline hotel employees in Turkey serve as the study setting. Results show that customer orientation and job resources enhance frontline employees' job satisfaction and affective organizational commitment, and diminish their turnover intentions. Also, job satisfaction has a significant positive impact on affective organizational commitment and a negative effect on turnover intentions. Implications of the results are discussed and future research avenues are offered.
Karatepe, Osman M.; Yavas, Ugur; and Babakus, Emin. 2007. The Effects of Customer Orientation and Job Resources on Frontline Employees' Job Outcomes. Services Marketing Quarterly. Vol.29(1). 61-79. https://doi.org/10.1300/J396v29n01_04 ISSN: 1533-2969