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- aggregation classification "C3".
- aggregation creator person.
- aggregation creator person.
- aggregation date "2013".
- aggregation hasFormat 4110785.bibtex.
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- aggregation language "eng".
- aggregation subject "Law and Political Science".
- aggregation title "The impact of customer engagement behaviors on job engagement among service employees: cross-level moderation by customer orientation".
- aggregation abstract "Service providers today are faced with an increasingly complex problem: how to manage customers who want to engage in service process and simultaneously manage service employees who might be affected by the actions of these customers. To add to this problem, customers who engage in service process can more easily engage in the creation of value through shared inventiveness, co-design, and other discretionary behaviors (Ostrom et al. 2010). Consider, for instance, customers giving suggestions for service improvements to service employees or customers helping one another to improve their service experience. In recent research, these behaviors by which customers aim to benefit the firm and its stakeholders have also been labeled as customer engagement behaviors (van Doorn et al. 2010). Although customer engagement behaviors (CEBs) are by definition discretionary, voluntary, helpful behaviors by which customers express their engagement towards the firm and its stakeholders, service employees might perceive CEBs as a threat. On the one hand, service employees might not like CEBs, as previous research showed that customers who engage in service processes might claim less responsibility than the service provider for failure and more responsibility than the service provider for success (Bendapudi and Leone 2003). On the other hand, not all service employees might be able to deal with CEBs, as illustrated by the occurrence of job stress among service employees who are confronted with customer engagement in service processes (Chan, Yim, and Lam 2010). Based on the aforementioned evidence, it is not inconceivable that CEBs do not always have a positive impact on job engagement among service employees. To better understand how service employees can be managed to deal with CEBs, our research investigates the conditions under which CEBs generate job engagement among service employees. Drawing from the job demands and resources model (Bakker and Demerouti 2007), we argue that CEBs can act as job resources (i.e., behaviors that increase job engagement among service employees) or job demands (i.e., behaviors that decrease job engagement among service employees). In line with recent calls for contextualization (Chowdhury and Endres 2010), we hypothesize that the impact of CEBs on job engagement among service employees depends on characteristics of the work unit in which service employees work. To investigate our hypotheses, we opted for a multilevel design and surveyed service employees in 27 work units in the nursing home sector (n=303). A key finding of our study is that customer orientation of service employees at the work unit level moderates the relationship between CEBs and job engagement in such a way that CEBs increase job engagement in low-customer-oriented work units while CEBs decrease job engagement in high-customer-oriented work units. In other words, work units with low levels of customer orientation perceive CEBs as job resources, while work units with high levels of customer orientation perceive CEBs as additional job demands. Our research builds on the CEB literature by looking at the perspective of service employees. By showing that a customer-oriented climate can be a constraint for job engagement among service employees that are confronted with higher levels of CEBs, we contribute to the customer orientation literature. The impact of customer orientation on the CEB-job engagement relationship also has managerial implications, in that managers will have to find ways to support customer-oriented work units to deal with CEBs. Several ways to support customer-oriented work units to deal with CEBs and avenues for future research are discussed.".
- aggregation authorList BK108879.
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