Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors

By D. Donavan, Tom J Brown, J. Mowen. 2004

922 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/801241ebfaeb503bd6b90ba31436b42ff7004545

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Citations in the corpus

When consumers doubt, Watch out! The role of CSR skepticism (2013, background): “The four-item construct of customer orientation comes from Donovan, Brown, and Mowen (2004).”
Further Validation of a Need-based Quality-of-work-life (QWL) Measure: Evidence from Marketing Practitioners (2007, background): “Studies have found that employees with high QWL have a high level of organizational identification, job satisfaction, job performance and a lower level of turn over and personal alienation (e.g., Carter et al. 1990; Donavan et al. 2004; Efraty and Sirgy 1990; Efraty et al. 1991; Homburg and Stock 20”
Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction (2009, background): “Furthermore, Donavan, Brown, and Mowen (2004) extended our understanding of how a service employee's ‘customer orientation' affects the following job responses – job satisfaction, perceived job fit, and organisational citizenship behaviours.”
Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees (2009, methodology): “We treat the job resourcefulness construct as a situational-level personality trait within a hierarchical personality structure ( Donavan et al. , 2004”
Exploring the dynamics of antecedents to consumer–brand identification with a new brand (2013, background): “This notion of identity similarity corresponds to the concept of person–organization fit in the marketing and industrial organization psychology literatures, which posits that people are attracted to organizations that share similar values (Donavan et al. 2004; Schneider 1987).”
Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior? (2012, positive): “Whereas CO represents a focus on meeting customers’ needs (Donavan, Brown, and Mowen 2004), stewardship is a broader concept that reflects employees’ felt ownership of and moral 2 / Journal of Marketing, November 2012 responsibility for customers’ overall welfare.”