Internal communication and the development of customer-oriented behavior among frontline employees
Abstract
Purpose Frontline employees (FLEs) are a key source of competitive advantage for organizations and have a significant impact on the quality of customer–firm interactions. This study aims to use the stimulus-organism-response (S-O-R) model as a theoretical lens to examine whether internal communication (IC) (stimulus) evokes FLEs’ organizational identification (emotional) and job satisfaction (cognitive), and whether these in turn shape FLE...
Paper Details
Title
Internal communication and the development of customer-oriented behavior among frontline employees
Published Date
May 6, 2021
Volume
55
Issue
8
Pages
2344 - 2366
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