Increasing Job Satisfaction of Service Personnel
- 1 March 1994
- journal article
- Published by Emerald in Journal of Services Marketing
- Vol. 8 (1), 14-26
- https://doi.org/10.1108/08876049410053267
Abstract
As customer satisfaction is gaining the highest priority among the interest of corporate America′s constituent groups and the economy becomes service‐oriented, more jobs than ever before require customer contacts. Investigates the relationship between employee satisfaction, job tension, role clarity, role conflict and empathetic concern among customer service personnel. Finds that the traditional variables, i.e. role conflict, role clarity, and job tension, do influence job satisfaction as hypothesized. Additionally, identifies empathy, a previously overlooked dimension of employee‐job interactions, as a significant determinant of job tension. Discusses the managerial implications resulting from these relationships.Keywords
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