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首页> 外文期刊>Journal of Business Research >The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research
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The role of customer contact employees as external customers: A conceptual framework for marketing strategy and future research

机译：客户联系员工作为外部客户的角色：营销策略和未来研究的概念框架

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摘要

Existing streams of literature in marketing, management, and organizational behavior are integrated to propose a conceptual framework that highlights the customer contact employee's dual role as employee and external customer of the organization. Several iterative "cycles of success" are proposed whereby job satisfaction, the employee's patronage of the company's products (i.e., goods or services), and job performance (as customer contact employees) are all enhanced, ultimately leading to long-term relationships (with customers and employees) and profits for the organization. The framework highlights the role of internal marketing as a tool for enhancing the competitive advantage gained by strategically considering the customer contact employee's role as external customer.
机译：市场营销，管理和组织行为方面的现有文献资源经过整合，提出了一个概念框架，强调了客户联系员工作为组织的员工和外部客户的双重角色。提出了几个迭代的“成功周期”，从而提高了工作满意度，员工对公司产品（即商品或服务）的支持以及工作绩效（作为与客户联系的员工），最终建立了长期的合作关系（与客户和员工）和组织的利润。该框架强调了内部市场营销的作用，该内部营销是通过策略性地考虑客户联系员工作为外部客户的角色来增强竞争优势的工具。

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