Exploring the associations between standards for service delivery (organisational culture),co-worker support,self-efficacy,job satisfaction and customer orientation in the real estate industry
Restricted accessResearch articleFirst published online February, 2014
Exploring the associations between standards for service delivery (organisational culture),co-worker support,self-efficacy,job satisfaction and customer orientation in the real estate industry
The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.
ArnoldTJPalmatierRWGrewalD. (2009) Understanding retail managers’ role in the sales of products and services. Journal of Retailing85: 129–144.
2.
AzizA (2005) Relationship between Machiavellianism scores and performance of real estate salespersons. Psychological Reports96: 235–238.
3.
BagozziRPVerbekeWJMIVan den BergWE. (2012) Genetic and neurological foundations of customer orientation: Field and experimental evidence. Journal of the Academy of Marketing Science40: 639–658.
4.
BettencourtLAGwinnerKPMeuterML (2001) A comparison of attitude, personality, and knowledge, predictors of service-oriented organizational citizenship behaviours. Journal of Applied Psychology86: 29–41.
5.
BrinkmannJ (2009) Putting ethics on the agenda for real estate agents. Journal of Business Ethics88: 65–82.
6.
BrotheridgeCMGrandeyAA (2002) Emotional labor and burnout: Comparing two perspectives of “People Work.”Journal of Vocational Behavior60: 17–39.
7.
BrownSPPetersonAA (1993) Antecedents and consequences of salesperson job satisfaction: Meta-analysis and assessment of causal effects. Journal of Marketing Research30: 63–77.
8.
BrownTJMowenJDonovanDT. (2002) The customer orientation of service workers: Personality trait effects on self and supervisor performance ratings. Journal of Marketing Research39: 110–119.
9.
ChiaburuDSHarrisonDA (2008) Do peers make the place? Conceptual synthesis and meta-analysis of co-worker effects on perceptions, attitudes, OCBs, and performance. Journal of Applied Psychology93: 1082–1103.
10.
DonovanDTBrownTJMowenJC (2004) Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing68: 128–146.
11.
DuffyMKGansterDCPagonM (2002) Social undermining in the workplace. Academy of Management Journal45: 331–351.
12.
ElmadagAEllingerAFrankeG (2008) Antecedents and consequences of frontline service employee commitment to service quality. Journal of Marketing Theory and Practice16: 95–110.
13.
FornellCLarckerDF (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research18: 39–50.
14.
GrizzleJWZablahARBrownTJ. (2009) Employee customer orientation in context: How the environment moderates the influence of customer orientation on performance outcomes. Journal of Applied Psychology94: 1227–1242.
15.
GuenziPGeorgesL (2010) Interpersonal trust in commercial relationships: Antecedents and consequences of customer trust in the salesperson. European Journal of Marketing44: 114–138.
16.
HartlineMDFerrellOC (1996) The management of customer-contact service employees: An empirical investigation. Journal of Marketing60: 52–70.
17.
Hennig-ThurauTThurauC (2003) Customer orientation of service employees-toward a conceptual framework of a key relationship marketing construct. Journal of Relationship Marketing2: 23–41.
18.
HochschildAR (1983) The Managed Heart: Commercialization of Human Feeling. Berkeley, CA: University of California Press.
19.
HomburgCPflesserC (2000) A multiple-layer model of market-oriented organizational culture: Measurement issues and performance outcomes. Journal of Marketing Research37: 449–462.
20.
JexSMBliesePD (1999) Efficacy beliefs as a moderator of the impact of work-related stressors: A multilevel study. Journal of Applied Psychology84: 349–361.
21.
JonesGR (1986) Socialization tactics, self-efficacy, and newcomers’ adjustments to organizations. Academy of Management Journal29: 262–279.
22.
JudgeTABonoJE (2001) Relationship of core self-evaluations traits-self-esteem, generalized self-efficacy, locus of control, and emotional stability-with job satisfaction and job performance: A meta-analysis. Journal of Applied Psychology86: 80–92.
23.
JudgeTAJacksonCLShawJC. (2007) Self-efficacy and work related performance: The integral role of individual differences. Journal of Applied Psychology92: 107–127.
24.
KelleySW (1992) Developing customer orientation among service employees. Journal of the Academy of Marketing Science20: 27–36.
25.
KilicCDursunT (2007) Antecedences and consequences of customer orientation: Do individual factors affect customer orientation?The Business Review7: 1–7.
26.
LarsenJColemanJPetrickJ (2007) The ethics of real estate agents: A comparison of real and public perceptions. Journal of Real Estate Practice and Education10: 41–59.
27.
LiawYJChiNWChuangA (2010) Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating roles of perceived supervisor and coworker support. Journal of Business and Psychology25: 477–492.
28.
LingsIDurdenGLeeN. (2009) The moderating role of self-efficacy on the relationship between emotional exhaustion and job strain for boundary-spanning service employees. In: ANZMAC conference proceedings, 30 November-02 December, Melbourne, VIC, Australia, December.
29.
MengucBAuhS (2006) Creating a firm-level dynamic capability through capitalizing on market orientation and innovativeness. Journal of the Academy of Marketing Science34: 63–73.
30.
NarverJCSlaterSF (1990) The effect of a market orientation on business profitability. Journal of Marketing54: 20–35.
31.
PayneSCWebberSS (2006) Effects of service provider attitudes and employment status in citizenship behaviours and customers’ attitudes and loyalty behaviour. Journal of Applied Psychology91: 365–378.
32.
RoulacSE (1999) The role of trust in real estate. Real Estate Issues24: 8–14.
33.
RoulacSE (2006) Extra! Extra!! Read all about it; real estate ethics performance trumps corporate America. Journal of Real Estate Literature14: 4–11.
34.
SaxeRWeitzBA (1982) The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing ResearchXIX: 341–351.
35.
SharmaSDurandRMGur-ArieO (1981) Identification and analysis of moderator variables. Journal of Marketing ResearchXVIII: 291–300.
36.
StockRMHoyerWD (2005) An attitude-behaviour model of salespeople’s customer orientation. Journal of the Academy of Marketing Science33: 536–552.
37.
SusskindAMKacmarKMBorchgrevinkCP (2003) Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology88: 179–187.
38.
SusskindAMKacmarKMicheleK. (2007) How organizational standards and coworker support improve restaurant service. Cornell Hotel and Restaurant Administration Quarterly48: 370–379.
39.
ValenzuelaLMMulkiJPJaramilloJF (2010) Impact of customer orientation, inducements and ethics on loyalty to the firm: Customers’ perspective. Journal of Business Ethics93: 277–291.
40.
VandenbergheCMichonRTremblayM. (2007) An examination of the role of perceived support and employee commitment in employee-customer encounters. Journal of Applied Psychology92:1177–1187.
41.
VellaPJGountasJWalkerR (2009) Employee perspectives on service quality in the supermarket sector. Journal of Services Marketing23: 407–421.
42.
Vaux-HallidaySTrottP (2010) Relational interactive service innovation: Building branding competence. Marketing Theory10: 144–160.
43.
WrightTACropanzanoR (2000) Psychological well being and job satisfaction as predictors of job performance. Journal of Occupational Health Psychology5: 84–94.
