An attitude-behavior model of salespeople’s customer orientation

By Ruth Stock, Wayne D. Hoyer. 2005

462 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/57026f705c57ea75eeb174548ac85b178d69b026

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Trickle Effects of Cross-Sector Social Partnerships (2010, background): “Similarly, an employee who is negative about the partnership will generate a tendency of negative processing among customers (e.g., Pugh, 2001; Stock and Hoyer, 2005).”
How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation (2012, background): “…we recognize that, as a work value, employee CO will logically influence worker behaviors toward customers (as demonstrated by Grizzle et al. 2009) and that it can also influence related attitudes that affect employees’ subsequent behaviors toward customers (as Stock and Hoyer 2005 argue).”
Managing Employee Withdrawal During Organizational Change (2012, background): “However, we believe these are particularly relevant as they are largely attitudinal and potentially both more insightful and of greater practical utility than changerelated behaviors (cf. Stock & Hoyer, 2005).”
On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads (2011, background): “Research found sales performance to be related to sales clerks‘ empathetic communication skills (Comer & Drollinger, 1999; Homburg & Stock, 2005; Stock & Hoyer, 2005; empathetic crossover of emotions).”
The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation (2014, background): “…needs, any negative effects of service scripts in terms of reducing the propensity among customers to engage in extrarole behaviors (Groth, 2005; Stock & Hoyer, 2005), such as returning to the service firm and to providing unsolicited feedback to help improve the organization, may be…”