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Exploring the Role of Productivity Propensity in Frontline Employee Performance: Its Relationship with Customer Orientation and Important Outcomes
Author(s) -
Harris Eric G.,
Brown Tom J.,
Mowen John C.,
Artis Andrew
Publication year - 2014
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/mar.20685
Subject(s) - construct (python library) , productivity , psychology , customer orientation , outcome (game theory) , orientation (vector space) , marketing , propensity score matching , social psychology , business , computer science , geometry , mathematics , mathematical economics , economics , macroeconomics , programming language , statistics
Numerous studies have investigated the performance of frontline employees (FLEs) and how these employees influence organizational success. Because customer‐perceived outcomes are important, much attention has been devoted to the customer orientation (CO) construct. The weak influence of CO on external measures, however, has led to numerous research questions. The current work addresses these questions by introducing a new construct, “productivity propensity,” while examining its relationship with CO and multiple outcome measures. Results from two distinct samples suggest that the construct is a valuable addition to the FLE literature.