Abstract
Organizational customer orientation (OCO) refers to an organization’s continuous and proactive disposition that puts the interests of customers first. Extant studies have noted the positive relationship between OCO and employee job performance. However, little research has explored the mediating and moderating mechanisms in this relationship. This research advances an argument that employee job-related personal value (i.e. employee customer orientation (ECO)) acts as a mediator. Moreover, we argue that this mediation effect is moderated by employee’s personality traits of openness to experience. Using a set of multiwave and multisource data, we tested our hypotheses in the context of service workers (n=393). The results support a series of hypotheses and generate a number of implications for both theory and practice.
Original language | English |
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Title of host publication | Unknown Host Publication |
Publication status | Published - 2015 |
Event | 44th Annual EMAC Conference 2015: Collaboration in Research - KU Leuven & Vlerick Business School, Leuven, Belgium Duration: 26 May 2015 → 29 May 2015 |
Conference
Conference | 44th Annual EMAC Conference 2015 |
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Country/Territory | Belgium |
City | Leuven |
Period | 26/05/15 → 29/05/15 |
Keywords
- organisational consumer orientation
- job performance
- employee customer orientation
- openness to experience
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Wei Song
Person