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Increasing Job Satisfaction of Service Personnel

Jerry D. Rogers (Associate Professor of Marketing, Department of Management and Marketing at the Gladys A. Kelce School of Business, Pittsburg State University, Pittsburg, Kansas, USA)
Kenneth E. Clow (Assistant Professor of Marketing, Department of Management and Marketing at the Gladys A. Kelce School of Business, Pittsburg State University, Pittsburg, Kansas, USA)
Toby J. Kash (Kelce Research Professor of Management, Department of Management and Marketing at the Gladys A. Kelce School of Business, Pittsburg State University, Pittsburg, Kansas, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 March 1994

9945

Abstract

As customer satisfaction is gaining the highest priority among the interest of corporate America′s constituent groups and the economy becomes service‐oriented, more jobs than ever before require customer contacts. Investigates the relationship between employee satisfaction, job tension, role clarity, role conflict and empathetic concern among customer service personnel. Finds that the traditional variables, i.e. role conflict, role clarity, and job tension, do influence job satisfaction as hypothesized. Additionally, identifies empathy, a previously overlooked dimension of employee‐job interactions, as a significant determinant of job tension. Discusses the managerial implications resulting from these relationships.

Keywords

Citation

Rogers, J.D., Clow, K.E. and Kash, T.J. (1994), "Increasing Job Satisfaction of Service Personnel", Journal of Services Marketing, Vol. 8 No. 1, pp. 14-26. https://doi.org/10.1108/08876049410053267

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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