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首页> 外文期刊>Journal of Business Research >Understanding the relationship between frontline employee boreout and customer orientation
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Understanding the relationship between frontline employee boreout and customer orientation

机译：了解一线员工的职业倦怠与客户导向之间的关系

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Customer-oriented behavior provides an important means to achieve satisfied and loyal customers and thus sustainable competitive advantages. Although a rich stream of research has examined enablers of customer-oriented behaviors, its impediments, such as a lack of challenges at the customer interface, have been neglected. Relying on a qualitative study with 37 frontline employees (FLEs) and on conservation of resources theory, this research examines FLEs' individual responses to boreout at the service encounter. Boreout is a negative psychological state of low work-related arousal, manifested in three main forms: job boredom, a crisis of meaning at work, and crisis of growth at work. This study examines the effect of these individual responses on customer-oriented behavior, using data from 147 FLEs and a validation study with customers. The results indicate that all three boreout dimensions consistently harm customer-oriented behavior; job autonomy, whether induced by the firm or customers, moderates these relationships differently though. (C) 2016 Elsevier Inc All rights reserved.
机译：以客户为导向的行为为获得满意和忠诚的客户提供了重要手段，从而获得了持续的竞争优势。尽管大量的研究已经研究了以客户为导向的行为的促成因素，但是它的障碍（例如在客户界面上缺乏挑战）被忽略了。依靠对37名一线员工（FLE）进行的定性研究和资源节约理论，本研究考察了FLE对服务遇到的烦恼的个人反应。枯燥乏味是与工作相关的唤醒感较低的一种负面心理状态，表现为三种主要形式：工作无聊，工作中的意义危机和工作中的成长危机。这项研究使用147个FLE的数据以及与客户进行的验证研究，考察了这些个人回应对以客户为导向的行为的影响。结果表明，所有三个钻孔维度始终损害面向客户的行为。不管是公司还是客户引起的工作自主权，都会以不同的方式缓和这些关系。 （C）2016 Elsevier Inc保留所有权利。

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