Service Provider Job Satisfaction and Customer
K. Douglas Hoffman
((D.B.A., University of Kentucky) is an Assistant Professor of Marketing at The University of North Carolina at Wilmington.)
Thomas N. Ingram
((Ph.D., Georgia State University) is Professor of Marketing and Holder of Sales and Marketing Executives Chair in Sales Excellence in the Fogleman College of Business and Economics at Memphis State University.)
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Abstract
Considers the impact of multi‐faceted measures of job satisfaction on customer‐oriented behaviours demonstrated by service providers. Reveals how overall job satisfaction, together with specific satisfaction related to supervision, colleagues, promotion and work are positively related to customer‐orientation, while satisfaction with pay is not of significance in this case. Discusses recommendations for management and suggestions for further research.
Keywords
Citation
Hoffman, K.D. and Ingram, T.N. (1992), "Service Provider Job Satisfaction and Customer", Journal of Services Marketing, Vol. 6 No. 2, pp. 68-78. https://doi.org/10.1108/08876049210035872
Publisher
:MCB UP Ltd
Copyright © 1992, MCB UP Limited