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Erschienen in:
2015 | OriginalPaper | Buchkapitel
Customer Orientation and Job Satisfaction of Service Middle Managers: A Research on the Directionality of the Relationship and its Boundary Conditions
verfasst von : Joan Llonch, Pilar Lopez
Erschienen in: Marketing in Transition: Scarcity, Globalism, & Sustainability
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The directionality of causal relationship between customer orientation and job satisfaction is unclear from previous research. Additionally, research on this topic is based on service-workers, while middle managers are ignored, although their critical role. Drawing from literature on person-situation interaction and fit theory we develop some hypothesis on middle-manager customer orientation and job satisfaction. We test this hypothesis with 535 branch managers from a commercial bank. Results confirm that customer orientation is an antecedent of job satisfaction, and job fit and customer contact time moderates this relationship.