Service worker customer orientation, organisation/job fit and perceived organisational support

Mark Farrell, Edward Oczkowski

Research output: Contribution to journalArticle

45 Citations (Scopus)

Abstract

The purpose of this paper is to examine the relationship between service worker customer orientation and several job response variables, including job satisfaction, organisational commitment and organisational citizenship behaviour-courtesy. We also examine the relationship between perceived organisational support and organisation fit within the service worker context. Using a questionnaire, data were collected from 170 employees of a major fast food restaurant. Data were analysed using structural equation modelling. For managers, this study suggests that hiring customer-oriented employees is only the beginning. There needs to be thought given to ensuring the employee is able to fit with the job and the values of the organisation, and that the organisation offers support to its employees.
Original languageEnglish
Pages (from-to)149-167
Number of pages19
JournalJournal of Strategic Marketing
Volume17
Issue number2
DOIs
Publication statusPublished - 2009

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