haku: @indexterm HIGH TECHNOLOGY / yhteensä: 696
viite: 19 / 696
| Tekijä: | Johnson, S.A Ashforth, B.E. |
| Otsikko: | Externalization of employment in a service environment: the role of organizational and customer identification |
| Lehti: | Journal of Organizational Behavior
2008 : APR, VOL. 29:3, p. 287-309 |
| Asiasana: | employees attitudes customers service industries high technology Canada |
| Vapaa asiasana: | human behaviour |
| Kieli: | eng |
| Tiivistelmä: | This study examines the impact of employment externalization on customer-oriented service (henceforth as: c-o-s.) behaviour. It is also explored how identification (here as: identn.) processes may help to resolve the 'paradox of externalization'. Based on survey data from nearly 370 service, sales, and technical support personnel from the Canadian subsidiary of a large international service organization in the high technology sector, it is found that organizational and customer identn. fully mediate the relationship btw. employment status and c-o-s. behaviour etc. |
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