Advanced search
Publication Cover
The International Journal of Human Resource Management Volume 11, 2000 - Issue 3
Submit an article Journal homepage
544
Views
80
CrossRef citations to date
0
Altmetric
Original Articles

Front-line responses to customer orientation programmes: a theoretical and empirical analysis

Riccardo Peccei
&
Patrice Rosenthal
Pages 562-590 | Published online: 18 Feb 2011

Citations (80)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (15)

Eva Klope & Maria Hedlin. (2023) Always happy: an ideal is reproduced and challenged in hairdresser vocational education and training. Journal of Education and Work 36:3, pages 237-250.
Read now
Chemmannur Jacob Simon. (2020) Linking Human Resources Management Practices with Commitment to Service Quality and the Interacting Role of Service Climate in the Private Hospitals: A Study in India. Hospital Topics 98:4, pages 172-183.
Read now
Gisela I. Gerlach, Kai Rödiger, Ruth Maria Stock & Nicolas A. Zacharias. (2016) Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency. Journal of Personal Selling & Sales Management 36:3, pages 221-239.
Read now
Michel Rod & Nicholas Ashill. (2015) The impact of hospital customer orientation on burnout of public hospital service workers in New Zealand. Journal of Strategic Marketing 23:3, pages 189-208.
Read now
Carlos M. P. Sousa & Filipe Coelho. (2013) Exploring the relationship between individual values and the customer orientation of front-line employees. Journal of Marketing Management 29:15-16, pages 1653-1679.
Read now
Pi-Chuan Sun, Wan-Ju Hsu & Kuang-Cheng Wang. (2012) Enhancing the commitment to service quality through developmental and rewarding systems: CSQ consistency as a moderator. The International Journal of Human Resource Management 23:7, pages 1462-1480.
Read now
Peter John Sandiford & Diane Seymour. (2011) Reacting to the demands of service work: emotional resistance in the Coaching Inn Company. The Service Industries Journal 31:8, pages 1195-1217.
Read now
Matt Wagenheim & A. Scott Rood. (2010) The relationship between employee satisfaction with organizational communication and customer orientation. Managing Leisure 15:1-2, pages 83-95.
Read now
Vicky Browning, Fiona Edgar, Brendan Gray & Tony Garrett. (2009) Realising competitive advantage through HRM in New Zealand service industries. The Service Industries Journal 29:6, pages 741-760.
Read now
Paul Whysall, Carley Foster & Lynette Harris. (2009) Job dissatisfaction among retail employees: a study of three leading UK retailers. The International Review of Retail, Distribution and Consumer Research 19:2, pages 179-198.
Read now
CarolynM. Axtell, SharonK. Parker, David Holman & Peter Totterdell. (2007) Enhancing customer service: Perspective taking in a call centre. European Journal of Work and Organizational Psychology 16:2, pages 141-168.
Read now
Elke Pioch. (2007) ‘Business as usual?’ Retail employee perceptions of organizational life following cross-border acquisition. The International Journal of Human Resource Management 18:2, pages 209-231.
Read now
Yongmei Liu & Jixia Yang. (2006) Server Emotional Experiences and Affective Service Delivery. Journal of Foodservice Business Research 9:2-3, pages 127-150.
Read now
KateL. Reynolds & LloydC. Harris. (2006) Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14:2, pages 95-111.
Read now
Christian Korunka, Dieter Scharitzer, Pascale Carayon & François Sainfort. (2003) Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study. Work & Stress 17:1, pages 52-72.
Read now

Articles from other publishers (65)

Joel M. Evans, Stephen W. Gilliland & Jennifer S. Anderson. (2022) Picking Sides: Relational Identification as a Moderator of Service Employee Reactions to Unfair Customer Treatment. Journal of Business and Psychology 38:4, pages 743-761.
Crossref
Ji Miracle Qi, Yi Peng, Graham H. Lowman & Xingliang He. (2022) The impact of service climate on gratitude in driving customer outcomes. Journal of Services Marketing 37:1, pages 78-95.
Crossref
Thomas Garavan, Adebayo Serge Francois Koukpaki, Colette Darcy, Fergal O'Brien, Adegboyega Oyedijo & Kweku Adams. (2022) Signalling the corporate brand promise to front-line employees: The role of learning and development in internal branding. Tourism Management 92, pages 104558.
Crossref
Andreas Klein, Sven Horak, Henning Ahlf & Katrin Nihalani. (2022) Influence of informal institutions on commitment to customer service in Confucian Asia. Management Decision 60:9, pages 2455-2481.
Crossref
Mariame El Khadar. (2022) The Service Relationship: Literature Review. International Journal of Scientific Research and Management 10:08, pages 3763-3779.
Crossref
Blake E Ashforth & Ronald H Humphrey. (2022) Institutionalized affect in organizations: Not an oxymoron. Human Relations 75:8, pages 1483-1517.
Crossref
Defeng Yang, Xiaoyun Chen, Baolong Ma & Haiying Wei. (2022) When can interaction orientation create more service value? The moderating role of frontline employees' trust in managers and employee deep acting. Journal of Retailing and Consumer Services 65, pages 102841.
Crossref
Marija Jakubiv, Mladen Pršić & Miloš Ćirić. (2022) The effects of organizational factors on work outcomes: The role of employee resilience in hospitality kitchens. Menadzment u hotelijerstvu i turizmu 10:2, pages 71-89.
Crossref
Anna Schneider, Dilip Subramanian, Jean‐Baptiste Suquet & Pascal Ughetto. (2021) Situating service work in action: A review and a pragmatist agenda for analysing interactive service work. International Journal of Management Reviews 24:1, pages 25-50.
Crossref
Meizhen Lin, Qian Ling, Yanling Liu & Rong Hu. (2021) The effects of service climate and internal service quality on frontline hotel employees’ service-oriented behaviors. International Journal of Hospitality Management 97, pages 102995.
Crossref
Chaowu Xie, Jiangchi Zhang & Alastair M. Morrison. (2020) Developing a Scale to Measure Tourist Perceived Safety. Journal of Travel Research 60:6, pages 1232-1251.
Crossref
Achilleas Boukis, Khanyapuss Punjaisri, John M.T. Balmer, Kostas Kaminakis & Avraam Papastathopoulos. (2021) Unveiling front-line employees’ brand construal types during corporate brand promise delivery: A multi-study analysis. Journal of Business Research 131, pages 673-685.
Crossref
Samina Quratulain, Moh'D Ahmad Al-Hawari & Shaker Bani-Melhem. (2020) Perceived organizational customer orientation and frontline employees' innovative behaviors: exploring the role of empowerment and supervisory fairness. European Journal of Innovation Management 24:2, pages 533-552.
Crossref
Katie Brown. 2021. Research Anthology on Business and Technical Education in the Information Era. Research Anthology on Business and Technical Education in the Information Era 375 402 .
Eric Martel & Dominique Roux. (2021) Pour, contre et avec le client. Revue Française de Gestion 46:292, pages 97-119.
Crossref
Katie Brown. 2020. Enhancing Learning Design for Innovative Teaching in Higher Education. Enhancing Learning Design for Innovative Teaching in Higher Education 306 340 .
Meizhen Lin, Qian Ling, Zhongheng Luo & Xiaoyi Wu. (2019) Why does empowering leadership occur and matter? A multilevel study of Chinese hotels. Tourism Management Perspectives 32, pages 100556.
Crossref
Yongmei Liu. 2019. Examining the Role of Well-being in the Marketing Discipline. Examining the Role of Well-being in the Marketing Discipline 1 25 .
Yijiao Ye, Yijing Lyu & Yanzhen He. (2019) Servant leadership and proactive customer service performance. International Journal of Contemporary Hospitality Management 31:3, pages 1330-1347.
Crossref
Per Echeverri & Maria Åkesson. (2018) Professional identity in service work: why front-line employees do what they do. Journal of Service Theory and Practice 28:3, pages 315-335.
Crossref
Hsin-Hui“Sunny” Hu, Hsin-Yi Hu & Brian King. (2017) Impacts of misbehaving air passengers on frontline employees: role stress and emotional labor. International Journal of Contemporary Hospitality Management 29:7, pages 1793-1813.
Crossref
Hong Zhu, Yijing Lyu, Xincai Deng & Yijiao Ye. (2017) Workplace ostracism and proactive customer service performance: A conservation of resources perspective. International Journal of Hospitality Management 64, pages 62-72.
Crossref
Jin Ho Jung, Tom J. Brown & Alex R. Zablah. (2017) The effect of customer-initiated justice on customer-oriented behaviors. Journal of Business Research 71, pages 38-46.
Crossref
Qian Ling, Meizhen Lin & Xiaoyi Wu. (2016) The trickle-down effect of servant leadership on frontline employee service behaviors and performance: A multilevel study of Chinese hotels. Tourism Management 52, pages 341-368.
Crossref
Ruth Stock-Homburg. 2016. Kundenzufriedenheit. Kundenzufriedenheit 279 304 .
JungHoon (Jay) Lee & Chihyung (Michael) Ok. (2013) Examination of Factors Affecting Hotel Employees’ Service Orientation. Journal of Hospitality & Tourism Research 39:4, pages 437-468.
Crossref
Claudia Groß, Stefan Heusinkveld & Timothy Clark. (2015) The Active Audience? Gurus, Management Ideas and Consumer Variability. British Journal of Management 26:2, pages 273-291.
Crossref
Laura Fink. 2014. A Focused Issue on Building New Competences in Dynamic Environments . A Focused Issue on Building New Competences in Dynamic Environments 117 143 .
Qianqian Qin, Biyan Wen, Qian Ling, Sinian Zhou & Mengshi Tong. (2014) How and when the effect of ethical leadership occurs? A multilevel analysis in the Chinese hospitality industry. International Journal of Contemporary Hospitality Management 26:6, pages 974-1001.
Crossref
Laura Fink. (2014) The Effect of Customer Focus Competence on Construction Project Performance. Procedia - Social and Behavioral Sciences 119, pages 427-436.
Crossref
Gianfranco Walsh & Boris Bartikowski. (2013) Employee emotional labour and quitting intentions: moderating effects of gender and age. European Journal of Marketing 47:8, pages 1213-1237.
Crossref
Andrea Hausmann. (2013) Empirische Forschung zum Personalmanagement in Kulturbetrieben: Ein Literaturüberblick. German Journal of Human Resource Management: Zeitschrift für Personalforschung 27:2, pages 103-124.
Crossref
Chanhoo Song, Sunhee Lee & Euehun Lee. (2013) Outsourcing frontline functions and implications on customer-oriented behaviors: A case of a telecommunications company and its partners in South Korea. Journal of Management & Organization 19:2, pages 210-223.
Crossref
Caitriona Curley & Tony Royle. (2013) The degradation of work and the end of the skilled emotion worker at Aer Lingus: is it all trolley dollies now?. Work, Employment and Society 27:1, pages 105-121.
Crossref
Ruth Stock‐Homburg. 2013. Handbuch Mitarbeiterbefragung. Handbuch Mitarbeiterbefragung 251 275 .
Chanhoo Song, Sunhee Lee & Euehun Lee. (2012) Outsourcing Frontline Functions and Implications on Customer-Oriented Behaviors: A Case of Telecommunications Company and Its Partners in South Korea. Journal of Management & Organization, pages 698-731.
Crossref
Nwamaka A. Anaza & Brian Rutherford. (2012) How organizational and employee‐customer identification, and customer orientation affect job engagement. Journal of Service Management 23:5, pages 616-639.
Crossref
Ruth Stock-Homburg. 2012. Kundenzufriedenheit. Kundenzufriedenheit 273 298 .
Elfi Furtmueller, Rolf van Dick & Celeste Wilderom. (2011) Service behaviours of highly committed financial consultants. Journal of Service Management 22:3, pages 317-343.
Crossref
Markus Fellesson. (2011) Enacting customers—Marketing discourse and organizational practice. Scandinavian Journal of Management 27:2, pages 231-242.
Crossref
Heejung Ro & Po-Ju Chen. (2011) Empowerment in hospitality organizations: Customer orientation and organizational support. International Journal of Hospitality Management 30:2, pages 422-428.
Crossref
Emmanuel Ogbonna. 2011. Reassessing the Employment Relationship. Reassessing the Employment Relationship 375 400 .
Susan Whelan, Gary Davies, Margaret Walsh & Rita Bourke. (2010) Public sector corporate branding and customer orientation. Journal of Business Research 63:11, pages 1164-1171.
Crossref
Jean‐Baptiste Suquet. (2010) Drawing the line: how inspectors enact deviant behaviors. Journal of Services Marketing 24:6, pages 468-475.
Crossref
Rita Di Mascio. (2010) The Service Models of Frontline Employees. Journal of Marketing 74:4, pages 63-80.
Crossref
Rita Di Mascio. (2010) The Service Models of Frontline Employees. Journal of Marketing 74:4, pages 63-80.
Crossref
Thorsten Gruber, Isabelle Szmigin & Roediger Voss. (2009) Handling customer complaints effectively. Managing Service Quality: An International Journal 19:6, pages 636-656.
Crossref
Iris Reychav & Jacob Weisberg. (2009) Going beyond technology: Knowledge sharing as a tool for enhancing customer-oriented attitudes. International Journal of Information Management 29:5, pages 353-361.
Crossref
Alison M. Dean & Al Rainnie. (2009) Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services Marketing 23:5, pages 326-337.
Crossref
Alexander Haas. (2008) Kundenorientierung von Mitarbeitern: Forschungsstand und -perspektivenCustomer orientation of employees: Review and research suggestions. Zeitschrift für Betriebswirtschaft 78:10, pages 1061-1100.
Crossref
Victoria Bellou. (2008) Identifying organizational culture and subcultures within Greek public hospitals. Journal of Health Organization and Management 22:5, pages 496-509.
Crossref
Tony Watson. 2008. Sociology, Work and Industry. Sociology, Work and Industry 316 334 .
Jan Wieseke, Johannes Ullrich, Oliver Christ & Rolf Van Dick. (2007) Organizational identification as a determinant of customer orientation in service organizations. Marketing Letters 18:4, pages 265-278.
Crossref
Michael Riley. (2007) Role interpretation during service encounters: A critical review of modern approaches to service quality management. International Journal of Hospitality Management 26:2, pages 409-420.
Crossref
Jos Gamble. (2016) The rhetoric of the consumer and customer control in China. Work, Employment and Society 21:1, pages 7-25.
Crossref
Per Skålén & Martin Fougère. (2007) Be(com)ing normal – not excellent. Journal of Organizational Change Management 20:1, pages 109-125.
Crossref
Katarina Hackman. (2006) Using the service encounter to facilitate regulatory change. Strategic Change 15:3, pages 145-152.
Crossref
Ruth Stock. 2006. Handbuch Mitarbeiterbefragung. Handbuch Mitarbeiterbefragung 363 386 .
Diane SeymourPeter Sandiford. (2016) Learning emotion rules in service organizations. Work, Employment and Society 19:3, pages 547-564.
Crossref
Per Skålén & Tore Strandvik. (2005) From prescription to description: a critique and reorientation of service culture. Managing Service Quality: An International Journal 15:3, pages 230-244.
Crossref
Roland Kantsperger & Werner H. Kunz. (2005) Managing overall service quality in customer care centers. International Journal of Service Industry Management 16:2, pages 135-151.
Crossref
Alison M. Dean. (2004) Links between organisational and customer variables in service delivery. International Journal of Service Industry Management 15:4, pages 332-350.
Crossref
Vincent P. Magnini & John B. Ford. (2004) Service failure recovery in China. International Journal of Contemporary Hospitality Management 16:5, pages 279-286.
Crossref
Andrew Smith, Leigh Sparks, Susan Hart & Nikos Tzokas. (2004) Delivering customer loyalty schemes in retailing: exploring the employee dimension. International Journal of Retail & Distribution Management 32:4, pages 190-204.
Crossref
Rosemary Batt & Virginia Doellgast. 2002. The New Workplace. The New Workplace 291 310 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.