Premium
Are Committed Employees More Service Oriented?
Author(s) -
Guerra Eva,
Sepúlveda César J.
Publication year - 2014
Publication title -
global business and organizational excellence
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.227
H-Index - 16
eISSN - 1932-2062
pISSN - 1932-2054
DOI - 10.1002/joe.21540
Subject(s) - service (business) , business , mediation , service orientation , organizational commitment , service quality , affect (linguistics) , construct (python library) , dimension (graph theory) , marketing , variance (accounting) , feeling , psychology , social psychology , political science , computer science , accounting , mathematics , communication , pure mathematics , law , programming language
The frontline employees who are responsible for the day‐to‐day interactions with customers determine, in large part, the quality of their organization's service. And a study of 156 frontline employees in various service firms in Mexico reveals that the degree of their commitment to the organization will affect their service orientation. The results showed that employees who have positive feelings toward the organization are likely to have a stronger service orientation and, therefore, deliver service that results in better performance evaluations. The theoretical and research implications of this investigation are that the affective dimension of the organizational commitment construct explains the largest variance of service orientation; there is a positive relationship among organizational commitment, service orientation, and service performance; and service orientation has a mediation effect on the relationship between organizational commitment and service performance. On a practical level, understanding the factors that lead to quality service is relevant for managers of organizations that face financial and market pressure to improve service performance. ©2014 Wiley Periodicals, Inc.