دانلود رایگان مقاله لاتین شکاف کارکنان خط مقدم از سایت الزویر
عنوان فارسی مقاله:
درک رابطه بین شکاف کارکنان خط مقدم و جهت گیری مشتری
عنوان انگلیسی مقاله:
Understanding the relationship between frontline employee boreout and customer orientation
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Boreout at the service encounter: A qualitative study
The phenomenon of boreout has only recently been introduced to management research by Stock (2015). Although Stock (2015) provides valuable insights about important boreout dimensions based on a quantitative empirical study, we need a more nuanced understanding of how boreout occurs during the service encounter. To investigate this, I therefore conducted a qualitative study. 2.1. Semi-structured interviews With qualitative interviews, I gained deeper insights into FLE responses to boreout at the service encounter in a natural manner, during the course of conversations (Graebner & Eisenhardt, 2004). One researcher interviewed each FLE at his or her workplace. The 37 interviews lasted 23 min on average. To ensure some standardization across interviews, I used an interview guide with standard, open-ended questions for all respondents (Graebner & Eisenhardt, 2004). I also allowed idiosyncratic questions if necessary, for clarification and added detail. The interviews focused on boreout at the service encounter. They started with a general question about the most important developments that FLEs had experienced in a service encounter in the previous year, which provided the basis for more sensitive questions (Jehn, 1997). These subsequent questions were sufficiently focused but also allowed the FLEs to present their perspectives without being forced into a specific answer (e.g., Kvale, 1996; Morse & Richards, 2002). Information about insufficient challenge was elicited with two focused questions: “Do you sometimes experience a lack of challenges in your work?” and “What do you feel when you experience a lack of challenges in your work?” 2.2. Sample and analytical strategy The participating FLEs were between 23 and 58 years of age, earned between $18,000 and $40,000 annually, and came from various sectors, such as retailing (32.4%), transportation services (29.5%), hospitality (24.4%), and IT/telecommunication services (13.7%). All interviews were audio-recorded and transcribed (Edwards, 2001). To analyze the data, I used content analysis (Miles & Huberman, 1994) and followed the procedure proposed by Kreiner, Hollensbe, and Sheep (2009). The analysis of the text passages relied on a hierarchical coding scheme (Eisenhardt, 1989; Miles & Huberman, 1994). Furthermore, to determine the empirical relevance of the constructs, I quantitatively assessed answers to the question about what FLEs felt when they experienced a lack of challenge; each time a respondent mentioned an issue, I counted it. With this frequency count, I determined the number of respondents who mentioned a construct at least once during the interview and the frequency with which each construct was mentioned across all interviews. Table 1 contains example statements that illustrate how a lack of challenge was generally expressed at the service encounter.
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کلمات کلیدی:
Emotional Intelligence: A Frontline View of Decision Making in a ... https://books.google.com/books?isbn=110910569X Georgios V. Angelogiannos - 2009 In summary, the integrative positive relationships found among EI, participation, ... Literature indicated frontline employees experience excessive emotional ... by (a) adding new knowledge to understanding the importance of EI, participation, ... A Framework for Effective Customer and Frontline Employee ... https://books.google.com/books?isbn=0549466762 Horace L. Melton - 2007 The mediation test first requires a significant direct relationship between an ... A structural model relating Customer Involvement and Frontline Employee ... The SAGE Handbook of Organizational Behavior: Volume One: Micro ... https://books.google.com/books?isbn=1446206610 Julian Barling, Cary L Cooper - 2008 - Business & Economics ... RESEARCH AREAS Disentangling the complex relationship between HPWS and ... HR managers, and frontline employees) provides greater information about ... a theoretical framework for understanding how different employment modes ... The Relationship Between Leadership Qualities and Effective ... https://books.google.com/books?isbn=0549588469 Dellroy O. Birch - 2008 The next time you communicate major change to your frontline employees, do it differently. Communicate only facts; stop communicating values. Communicate ... [PDF]Customer orientation behaviors of frontline employees: www1.rdoffice.ndhu.edu.tw/exchange/abroad/abroad98/3_paper.pdf by WH Chih - Related articles moderates the relationship between job stress and customer orientation behaviors. ... understanding and satisfying customers. Brown, Mowen,. Donavan, and ... relationships between frontline employees and customers. [9]. Furthermore it is ...
