Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

By Christian Homburg, Ruth Stock. 2005

232 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7a4d6044e00b5b0f2c14926317b4a3c6ea769506

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The effect of TQM practices on employee satisfaction and loyalty in government (2010, methodology): “Employee satisfaction was measured using the Minnesota Satisfaction Questionnaire (short form, 1967) and the scales developed by Homburg and Stock ( 2004 , 2005 ).”
The Relationship between Interpersonal Trust, Employee Satisfaction, and Employee Loyalty (2006, methodology): “(Whitener et al., 1998) Employee satisfaction was measured against a six-item scale that reflects overall satisfaction rather than any specific dimension of employee satisfaction (Homburg & Stock, 2004, 2005).”
Internal market orientation and its influence on organisational performance (2009, background): “Finally, together with the antecedent relationship of perceived service quality (interaction quality and outcome quality) to customer satisfaction, there stands out the influence exerted on the latter by the satisfaction of the contact personnel, a relationship that had not been set out in the form ”
How does product program innovativeness affect customer satisfaction? A comparison of goods and services (2011, background): “Product program innovativeness (e.g., Atuahene-Gima 1996; Hauser et al. 2006) and customer satisfaction mainly appear in two separate streams in marketing research (e.g., Fornell et al. 2010; Homburg and Stock 2004, 2005; Stock 2005; Tuli and Bharadway 2009).”
Organizational identification as a determinant of customer orientation in service organizations (2007, background): “body of research on the role of customer orientation (CO) of service employees for achieving customer satisfaction (Homburg and Stock 2005; Kelley 1992).”
Salesperson ambidexterity and customer satisfaction: examining the role of customer demandingness, adaptive selling, and role conflict (2017, background): “Literature suggests that salesperson-related variables affect customer satisfaction (e.g. Bradford, Crant, and Phillips 2009; Homburg and Stock 2005; Oliver and Swan 1989); however, few studies have actually tested the effect of key variables, such as adaptive selling, on overall customer…”
Job Satisfaction, Employee Loyalty and Job Performance in the Hospitality Industry: A Moderated Model (2020, methodology): “In particular, six items used to assess job satisfaction were adapted from the study of Homburg and Stock (2005) four items for employee loyalty were adapted from Costen and Salazar (2011) and six items for job performance were from Almutairi et al. (2013).”
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).”
Personality Traits, Employee Satisfaction and Affective Commitment (2007, methodology): “Employee satisfaction was measured with a six-item scale that reflects overall satisfaction rather than any specific dimension of employee satisfaction (Homburg & Stock, 2004 , 2005 ).”
Does Customer Orientation Impact Objective Sales Performance? Insights from a Longitudinal Model in Direct Selling (2009, background): “If so, the long-term impact of customer orientation may be related to its positive association with customer satisfaction (e.g., Homburg and Stock 2005), customer trust (e.g., Langerak 2001), and customer’s willingness to maintain his or her business relationship with the salesperson (e.g., Jones,…”
Does the employee-customer satisfaction link hold for all employee groups? (2007, background): “…is that present available dyadic studies have mainly focused on service employees who are in direct and intense customer contact, such as salespeople (Homburg and Stock, 2004, 2005), financial service consultants (Ryan et al., 1996), or service personnel from a restaurant chain (Koys, 2001).”