Relationships among customer orientation, service orientation and job satisfaction in financial services

Abstract

Purpose

The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.

Design/methodology/approach

After the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.

Findings

Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive association was found between SO practices and CO.

Research limitations/implications

First, the use of just one company invites a repeat study in other companies in the sector and in other service contexts. Second, cross‐cultural approaches to the constructs analysed would be interesting. Third, it may be relevant to use longitudinal approaches for a better understanding of the dynamic behaviour of the variables analysed. Fourth, attaining all of data from employees invites to future measures of the constructs taken from different sources. Future research needs to be done on the service profit chain theory to incorporate both customer and financial performance variables.

Practical implications

The results should lead managers to consider the importance of emphasizing those organizational cues that help build a SO climate in their organizations.

Originality/value

This paper further acknowledges the links between the constructs being studied, on the basis of employees' perceptions. It was found that CO produces mediated effects, through SO, on overall JS.

Citation

Gil Saura, I., Berenguer Contrí, G., Cervera Taulet, A. and Moliner Velázquez, B. (2005), "Relationships among customer orientation, service orientation and job satisfaction in financial services", International Journal of Service Industry Management, Vol. 16 No. 5, pp. 497-525. https://doi.org/10.1108/09564230510625787