Dennis Herhausen
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Prof. Dr.
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Herhausen
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Dennis
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dennis.herhausen@unisg.ch
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The interplay between employee and firm customer orientation: Substitution effect and the contingency role of performance-related rewards

2018-07-04 , Herhausen, Dennis , De Luca, Luigi , Weibel, Michael

This paper identifies and explains a potential tension between a firm’s emphasis on customer orientation (CO) and the extent to which employees value CO as a success factor for individual performance. Based on self-determination theory and CO implementation research, we propose that firm CO may represent both autonomous and controlled motivations for CO, but that employees’ CO is more strongly linked to individual performance when employees experience solely autonomous motivation. Hence, we expect a substitution effect whereby the link between employees’ CO and their performance is weaker when firm CO is high. Furthermore, we examine a boundary condition for the previous hypothesis and propose that performance-contingent rewards have a positive effect on the internalization of the extrinsic motivation stemming from firm CO. Two multilevel studies with 979 employees and 201 top management team members from 132 firms support our hypotheses. Against previous research, our findings offer a new perspective on the effectiveness of CO initiatives, propose employees’ motivational states as the theoretical explanation for the heterogeneity in the link between employee CO and performance, and reappraise the role of performance-contingent rewards in CO research. We provide managerial implications for the effective implementation of customer-oriented initiatives within firms.

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Publication

Customer Centricity - nur eine Frage der richtigen Strategie?

2012 , Schögel, Marcus , Herhausen, Dennis

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Customer Centricity - von der Strategie zur erfolgreichen Umsetzung

2011-12-01 , Herhausen, Dennis , Schögel, Marcus

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Customer Centricity : Mehrwert für Kunden und Unternehmen generieren

2013-06-18 , Herhausen, Dennis

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When Does Customer-Oriented Leadership Pay Off? An Investigation of Frontstage and Backstage Service Teams

2017-06-19 , Herhausen, Dennis , De Luca, Luigi , Miceli, Gaetano “Nino” , Morgan, Robert E. , Schögel, Marcus

The service literature highlights the importance of organizational leaders in creating an organization-wide customer orientation (CO). Yet some open questions remain regarding this relationship: Are organizational leaders from different hierarchical levels equally effective in creating a CO? Does the functional role of employees affect the importance of certain leaders? More generally, when does customer-oriented leadership really pay off? To address these questions, we investigate how senior managers’ and direct supervisors’ CO affects the CO climate and effectiveness of both frontstage and backstage service teams. Analyzing multisource data from 575 employees and their supervisors from 110 teams in a retail bank, we find that the effect of perceived senior manager CO on team CO climate and team effectiveness is stronger in backstage teams while perceived direct supervisor CO has a greater influence in frontstage teams. Moreover, team CO climate consensus moderates the effect of team CO climate on team effectiveness. These results suggest that, contrary to past theorizing, customer-oriented leadership does not per se increase team CO climate and team effectiveness; rather, the correct coupling of leadership source and degree of customer contact needs to be achieved. Service managers should use these findings and appoint the correct leader to implement CO, to make the organization-wide CO diffusion more efficient and effective.

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Publication

Veränderung der Management-Sichtweise im Gesundheitswesen

2012 , Schögel, Marcus , Herhausen, Dennis , Wilkes, Malte W. , Stange, Klaus

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Realisierung von Customer Centricity

2014-05-20 , Herhausen, Dennis

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Customer Centricity bei der Graubündner Kantonalbank : Kundenorientierung als Veränderungsprogramm

2013-10-18 , Villiger, Alex , Herhausen, Dennis , Schögel, Marcus

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Kunden zuhören und von ihnen lernen, um Wachstum zu generieren

2013-10-18 , Herhausen, Dennis

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Realizing Customer Centricity

2014-05-21 , Herhausen, Dennis

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