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首页> 外文期刊>Journal of Applied Psychology >Employee customer orientation in manufacturing organizations: Joint influences of customer proximity and the senior leadership team
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Employee customer orientation in manufacturing organizations: Joint influences of customer proximity and the senior leadership team

机译：制造组织中的员工以客户为导向：客户亲近力和高级领导团队的共同影响

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摘要

Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes.
机译：在制造组织中追求以客户为中心的战略要求跨职能部门的员工必须具备理解客户需求的重要性，并使日常工作与满足和保留客户的目标保持一致。很少有先前的研究探讨过哪些因素会影响制造环境中的员工客户导向。基于吸引力选择损耗模型，高层理论和领导权变理论，本研究调查了职能角色与外部客户的接近程度以及高级领导团队的客户取向对员工客户取向的共同影响。根据在16个国家/地区运营的全球制造商的42家工厂的4,299名员工和403位高级领导的数据得出的分层线性建模结果显示，担任客户联系人角色的员工具有最高的客户导向度，其次是担任生产角色的员工，以及然后由支持角色的人员负责。此外，在所有三个职能角色中，高级领导团队的客户导向与员工客户导向之间存在正向关系。对于支持角色的员工而言，高级领导团队与员工以客户为导向之间的正向关系最强，这表明与外部客户的亲近程度越低，在培养员工以客户为中心的态度时就可能需要更大的领导才能。

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