|Alternative Title||Employee Customer Orientation between Service and Production Departments and Its Effects on Job Outcome|
|Place of Conferral||中国科学院心理研究所|
|Keyword||客户导向 工作努力程度 工作绩效 服务部门 生产部门|
To survive and thrive in fierce competitions, more and more companies have started to carry out the customermoriented strategy. It's well.lcnown that the success of implementing such strategy depends on the commitment from all employees to adopt customer orientation, not only those working in service departments and having direct and frequent contacts with customers, but also their counterparts in production departments. Although the latter usually have limited opportunities to directly interact with customers, they do have significant impacts on the product or service quality a company provides to its customers. However, the majority of the existing literature of customer orientation has only targeted frontline employees occupying service positions. Thus, this research takes both service department and manufacturing department as research subjects and aims at exploring how different business functions influence employees' customer orientation and then the employees' behaviors and performance outcomes.
Frontline employees from both service and production departments of a large technical service company participated in the survey and reported their level of customer orientation. To avoid the common method biases, their immediate supervisors were invited to rate cash the employee's effort and job performance. Total 828 employees from 81 teams had matched self report and supervisor-rated data. Results of multilevel analysis showed that: a) compared with employees in production departments, those in service departments had stronger customer orientation, were rated by their direct supervisors as with higher level of job effort and better job performance; and b) customer orientation mediated the effects of department function on effort and job performance.
This thesis contributed to the customer orientation research in two main aspects: 1) demonstrate how customer orientation could help increase employee's effort and job performance in different departments of an organization, especially in the production department; 2) cross validate the positive effect of employee customer orientation in the technical service organization.a relatively new context. It also offers a new study direction on exploring how the customer orientation impacts the creativity and innovation of employees in the production department of technical service companies. Moreover, the findings also have practical implications for companies in implementing the customer-oriented strategy.
|李金瑕. 服务部门及生产部门员工的客户导向及其影响[D]. 中国科学院心理研究所. 中国科学院大学,2017.|
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