Arbeitspapier
Corporate social responsibility, customer orientation, and the job performance of frontline employees
A study involving a Global 500 company finds that frontline employees' perceptions of corporate social responsibility (CSR) can contribute to their customer orientation (self-rated) and objective job performance (supervisor-rated) by activating social identification processes. Employees identify with the organization based in part on the extent to which CSR is supported by salient and job-relevant others both internal and external to the organization. Looking internally, employees identify with the organization to the extent that they perceive management to support CSR. Looking externally, employees can identify with customers (called employee-customer identification) to the extent they perceive customers to support the company's CSR. Both effects are enhanced when employees feel CSR is an important (versus non-important) part of their self-concept. Organizational identification directly drives job performance while employee-customer identification contributes to job performance through its effects on organizational identification and customer orientation.
- Sprache
-
Englisch
- Erschienen in
-
Series: ESMT Working Paper ; No. 11-05 (R1)
- Klassifikation
-
Management
- Thema
-
Corporate social responsibility
organizational identification
customer orientation
job performance
Corporate Social Responsibility
Beziehungsmarketing
Kundenservice
Arbeitsverhalten
Arbeitspsychologie
Mitarbeiterbindung
Gastgewerbe
Einzelhandel
USA
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Korschun, Daniel
Bhattacharya, C. B.
Swain, Scott D.
- Ereignis
-
Veröffentlichung
- (wer)
-
European School of Management and Technology (ESMT)
- (wo)
-
Berlin
- (wann)
-
2013
- Handle
- URN
-
urn:nbn:de:101:1-201307295146
- Letzte Aktualisierung
-
10.03.2025, 11:41 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Arbeitspapier
Beteiligte
- Korschun, Daniel
- Bhattacharya, C. B.
- Swain, Scott D.
- European School of Management and Technology (ESMT)
Entstanden
- 2013
Ähnliche Objekte (12)
Corporate social responsibility, customer orientation, and the job performance of frontline employees
The impact of customer discounts on frontline employees
Digital technology in service encounters : effects on frontline employees and customer responses
Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context
When and how does corporate social responsibility encourage customer orientation?
Shaping the customer-provider relationship in service : frontline employees as key drivers for the improvement of service productivity
Using the Collective Wisdom of Frontline Employees in Strategic Issue Management
Taking sides : When frontline employees choose their customers over their company
Perception of frontline employees towards career growth opportunities: Implications on turnover intention
The power of pride : antecedents and consequences of pride among frontline employees
Customer orientation in higher education : differing customer definitions and limited customer knowledge
Measuring corporate social responsibility towards employees
Corporate social responsibility, customer orientation, and the job performance of frontline employees
The impact of customer discounts on frontline employees
Digital technology in service encounters : effects on frontline employees and customer responses
Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context
When and how does corporate social responsibility encourage customer orientation?
Shaping the customer-provider relationship in service : frontline employees as key drivers for the improvement of service productivity
Using the Collective Wisdom of Frontline Employees in Strategic Issue Management
Taking sides : When frontline employees choose their customers over their company
Perception of frontline employees towards career growth opportunities: Implications on turnover intention
The power of pride : antecedents and consequences of pride among frontline employees
Customer orientation in higher education : differing customer definitions and limited customer knowledge
Measuring corporate social responsibility towards employees
Corporate social responsibility, customer orientation, and the job performance of frontline employees
The impact of customer discounts on frontline employees
Digital technology in service encounters : effects on frontline employees and customer responses
Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context
When and how does corporate social responsibility encourage customer orientation?
Shaping the customer-provider relationship in service : frontline employees as key drivers for the improvement of service productivity
Using the Collective Wisdom of Frontline Employees in Strategic Issue Management
Taking sides : When frontline employees choose their customers over their company
Perception of frontline employees towards career growth opportunities: Implications on turnover intention
The power of pride : antecedents and consequences of pride among frontline employees
Customer orientation in higher education : differing customer definitions and limited customer knowledge