Increasing Energy and Performance Through Customer Passion: An Organizational Level Study
Type
conference paper
Date Issued
2013-08-11
Author(s)
Abstract
This study explores how organizational energy can be increased through customer passion, i.e. the perceived affective commitment and positive word-of-mouth of customers. We integrate literature on organizational energy with research on customers' influences on employees and develop hypotheses for such a relationship at the organizational level. We test our hypotheses in a dataset containing 495 board members and 8'299 employees from 152 organizations. The results show that customer passion is positively related to organizations' productive energy which in turn is positively related to overall company performance. Furthermore, our findings indicate that the relationship between customer passion and organizational energy is stronger when the customer orientation of the top management team is high compared to organizations with a top management team with low customer orientation. By providing first insights into the consequences of customer passion for employees in organizations, this study opens a new avenue for scientific inquiry on the energizing impact of customers on organizations.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Capitalism in Question
Publisher
Academy of Management
Publisher place
New York
Event Title
73rd Academy of Management Annual Meeting (AOM) 2013 "Capitalism in Question"
Event Location
Orlando, FL
Event Date
09.-13.08.2013
Subject(s)
Division(s)
Eprints ID
222326