Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors

  title={Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors},
  author={D. Todd Donavan and Tom J. Brown and John C. Mowen},
  journal={Journal of Marketing},
  pages={128 - 146}
Implementation of the marketing concept in service firms is accomplished through individual service employees and their interactions with customers. Although prior research has established a link between service-worker customer orientation and performance outcomes, little research has addressed other potentially important outcomes of customer orientation. Drawing from the literature on person–situation interaction and fit theory, the authors develop and test a model that explains how service… Expand

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