How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation

By Alex Ricardo Zablah, George R. Franke, Tom J Brown, Darrell E. Bartholomew. 2012

417 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/7ad2e8c3af2d8ea8eae863d93ef457112f0ebdea

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In Organizational Behavior and Human Resource Management

In Social Psychology

Citations in the corpus

Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior? (2012, neutral): “…Homburg, Müller, and Klarmann 2011b), while others conceptualize it as an employee’s predisposition to meet customer needs in an on-the-job context (Brown et al. 2002; Donavan, Brown, and Mowen 2004), or as a work value that guides employees’ job perceptions and attitudes (Zablah et al. 2012).”
Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees (2014, methodology): “…defined as “the extent to which an employee contributes to organizational effectiveness given the expectations associated with his/her work role” (Zablah et al. 2012, p. 25), is a complex concept encompassing a range of behaviors directed both internally (toward managers and colleagues) and…”
Service Employee Responses to Angry Customer Complaints (2017, background): “These included employees’ sense of justice (Surachartkumtonkun, McColl-Kennedy, and Patterson 2015) and customer orientation (Zablah et al. 2012).”
When Does (Mis)Fit in Customer Orientation Matter for Frontline Employees’ Job Satisfaction and Performance? (2016, methodology): “…extensive scholarly attention, particularly at the firm level (e.g., Deshpandé, Farley, andWebster 1993; Narver and Slater 1990) and the individual employee level (e.g., Brown et al. 2002; Donavan, Brown, and Mowen 2004; Homburg, Müller, andKlarmann 2011; Saxe andWeitz 1982; Zablah et al. 2012).”
Learned Helplessness among Newly Hired Salespeople and the Influence of Leadership (2014, background): “Much of this research has focused on employees’ customer orientation (Zablah et al. 2012); however, given the prevalence of sales-oriented behaviors in practice, it is important to examine their occurrence directly.”
Advertising Repetition: A Meta-Analysis on Effective Frequency in Advertising (2015, methodology): “, Hunter and Schmidt 2004) and closely following methods used in current meta-analyses in the literature (e.g., Rubera and Kirca 2012; Zablah et al. 2012).”
Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach (2014, positive): “Thus, we propose that empowering leadership at the individual level will have an impact on service-oriented citizenship behaviors beyond well-known antecedents to organizational citizenship behaviors such as customer orientation (Zablah et al. 2012) and job satisfaction (e.”
Dependence and interdependence in marketing relationships: meta-analytic insights (2015, methodology): “We conductedmoderation analyses of all pairwise correlations between dependence and interdependence and the variables they directly or indirectly affect in our causal model when our sample included at least 10 effects for that correlation (Zablah et al. 2012).”
Impacts of the COVID-19 pandemic on employees’ work stress, well-being, mental health, organizational citizenship behavior, and employee-customer identification (2021, background): “Zablah et al. (2012) claim that the stress experienced by employees negatively affects organizational commitment and customer engagement.”