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| Author: | Coelho, F. Augusto, M. |
| Title: | Organizational factors associated with job characteristics: evidence from frontline service employees |
| Journal: | Journal of Strategic Marketing
2008 : MAY, VOL. 16:2, p. 157-172 |
| Index terms: | job design job performance job descriptions job attitudes employee attitudes service industries service marketing |
| Freeterms: | customer orientation frontline employees |
| Language: | eng |
| Abstract: | In this paper, the authors present a structural model about how job characteristics and other organizational factors are connected with employee attitudes, customer-oriented behaviors and employee performance. The model was tested through the data analysis of a self-administered questionnaire study that was conducted on a sample of 250 employees in two telecommunications sector companies. Results support the most of the hypothesis e.g. that task variety, identity and supervisory support are important factors in job design and in the development toward better working practices and service quality. |
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