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Service Provider Job Satisfaction and Customer

K. Douglas Hoffman ((D.B.A., University of Kentucky) is an Assistant Professor of Marketing at The University of North Carolina at Wilmington.)
Thomas N. Ingram ((Ph.D., Georgia State University) is Professor of Marketing and Holder of Sales and Marketing Executives Chair in Sales Excellence in the Fogleman College of Business and Economics at Memphis State University.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 February 1992



Considers the impact of multi‐faceted measures of job satisfaction on customer‐oriented behaviours demonstrated by service providers. Reveals how overall job satisfaction, together with specific satisfaction related to supervision, colleagues, promotion and work are positively related to customer‐orientation, while satisfaction with pay is not of significance in this case. Discusses recommendations for management and suggestions for further research.



Hoffman, K.D. and Ingram, T.N. (1992), "Service Provider Job Satisfaction and Customer", Journal of Services Marketing, Vol. 6 No. 2, pp. 68-78.




Copyright © 1992, MCB UP Limited

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