Research on the Enabling Effects of Customer Empowering Behaviors from the Perspective of Resources

Abstract

Abstract: Based on the resource conservation theory, this paper explores the enabling effect of customer empowering behaviors on employees' self-oriented outcome (job satisfaction) and customer-oriented outcome (customer-oriented organizational citizenship behavior) and its mechanism of action by collecting the supervisor-employee matching data in the three stages. The results of the data analysis based on 365 valid questionnaires show that customer empowering behaviors have a significant positive impact on job satisfaction and customer-oriented organizational citizenship behavior, that harmonious work passion plays a mediating role between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior, and that job autonomy not only moderates the relationship between customer empowering behaviors and harmonious work passion, but also moderates the mediating effect of harmonious work passion between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior. This study not only enriches the literatures on customer empowering behaviors in theory, but also provides valuable implications for improving the job satisfaction and customer-oriented organizational citizenship behaviors of frontline service employees in practice.

Key words: customer empowering behaviors, harmonious work passion, job autonomy, job satisfaction, customer-oriented organizational citizenship behavior

CLC Number:

GUO Gong-xing, TIAN Jian, CHENG Bao. Research on the Enabling Effects of Customer Empowering Behaviors from the Perspective of Resources[J]. Contemporary Finance & Economics, 2023, 0(1): 82-93.

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