How customer contact energizes organizations : The vivid proof of making a difference
Journal
Academy of Management Proceedings
ISSN
0065-0668
Type
conference paper
Date Issued
2014-08-04
Author(s)
Abstract
This study explores how customer contact energizes organizations. We propose that average customer contact is positively linked to average prosocial impact which, in turn, is positively linked to productive organizational energy. Furthermore, we suggest that transformational leadership climate positively moderates this mediation. Thereby, we integrate literature on human energy in organizations and transformational leadership with research on relational job design. Based on organizational sensemaking processes and relational job design, we develop hypotheses at the organizational level. We test the hypotheses in a dataset containing 15'361 employees from 86 organizations. The results support the proposed moderated mediation model. Thus, this study provides a fresh perspective for research and practice on how to energize organizations through customer contact.
Language
English
Keywords
prosocial impact
relational job design
transformational leadership
moderated mediation
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Academy of Management Annual Meeting Proceedings. 2014
Publisher
Academy of Management
Start page
38
Event Title
74th Academy of Management Annual Meeting (AOM) 2014 "The Power of Words"
Event Location
Philadelphia, PA
Event Date
01-05.08.2014
Subject(s)
Division(s)
Eprints ID
230974