Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Relationships among customer orientation, service orientation and job satisfaction in financial services

Relationships among customer orientation, service orientation and job satisfaction in financial... Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division. Design/methodology/approach – After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed. Findings – Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive association was found between SO practices and CO. Research limitations/implications – First, the use of just one company invites a repeat study in other companies in the sector and in other service contexts. Second, cross‐cultural approaches to the constructs analysed would be interesting. Third, it may be relevant to use longitudinal approaches for a better understanding of the dynamic behaviour of the variables analysed. Fourth, attaining all of data from employees invites to future measures of the constructs taken from different sources. Future research needs to be done on the service profit chain theory to incorporate both customer and financial performance variables. Practical implications – The results should lead managers to consider the importance of emphasizing those organizational cues that help build a SO climate in their organizations. Originality/value – This paper further acknowledges the links between the constructs being studied, on the basis of employees' perceptions. It was found that CO produces mediated effects, through SO, on overall JS. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Relationships among customer orientation, service orientation and job satisfaction in financial services

Download PDF
29 pages

Loading next page...
 
/lp/emerald-publishing/relationships-among-customer-orientation-service-orientation-and-job-ZV5Q7zXt0V

References (115)

Publisher
Emerald Publishing
Copyright
Copyright © 2005 Emerald Group Publishing Limited. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230510625787
Publisher site
See Article on Publisher Site

Abstract

Purpose – The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division. Design/methodology/approach – After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed. Findings – Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive association was found between SO practices and CO. Research limitations/implications – First, the use of just one company invites a repeat study in other companies in the sector and in other service contexts. Second, cross‐cultural approaches to the constructs analysed would be interesting. Third, it may be relevant to use longitudinal approaches for a better understanding of the dynamic behaviour of the variables analysed. Fourth, attaining all of data from employees invites to future measures of the constructs taken from different sources. Future research needs to be done on the service profit chain theory to incorporate both customer and financial performance variables. Practical implications – The results should lead managers to consider the importance of emphasizing those organizational cues that help build a SO climate in their organizations. Originality/value – This paper further acknowledges the links between the constructs being studied, on the basis of employees' perceptions. It was found that CO produces mediated effects, through SO, on overall JS.

Journal

International Journal of Service Industry Management – Emerald Publishing

Published: Dec 1, 2005

Keywords: Customer orientation; Job satisfaction; Regression analysis; Spain; Financial services

There are no references for this article.