Employees as customers: The role of social controls and employee socialization in developing patronage
作者： Robert F. Lusch , Thomas Boyt , Drue Schuler
DOI: 10.1016/0148-2963(95)00123-9
关键词: Marketing 、 Public relations 、 Social control 、 Socialization (Marxism) 、 Goods and services 、 Business
摘要: Abstract Employees can be an important source of patronage. This article examines the role social controls in fostering employee socialization and influencing preferences employees to patronize their employer for goods services. It is found that lead higher socialization, which results patronage services organization employs them.
elsevier.com
sci-hub.se 参考文章(38)
Don B. Croft, Andrew W. Halpin, The organizational climate of schools Midwest Administration Center, University of Chicago. ,(1962)
Stephen Fineman, The Meaning Of Working The European Work and Organizational Psychologist. ,vol. 1, pp. 166- 173 ,(1991) , 10.1080/09602009108408521
Christian Gronroos, Relationship approach to marketing in service contexts: The marketing and organizational behavior interface Journal of Business Research. ,vol. 20, pp. 3- 11 ,(1990) , 10.1016/0148-2963(90)90037-E
Larry J. Williams, Stella E. Anderson, Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors: Journal of Management. ,vol. 17, pp. 601- 617 ,(1991) , 10.1177/014920639101700305
Roland T. Rust, Anthony J. Zahorik, Customer satisfaction, customer retention, and market share Journal of Retailing. ,vol. 69, pp. 193- 215 ,(1993) , 10.1016/0022-4359(93)90003-2
Benjamin Schneider, The service organization: Climate is crucial Organizational Dynamics. ,vol. 9, pp. 52- 65 ,(1980) , 10.1016/0090-2616(80)90040-6
Steven A. Taylor, Thomas L. Baker, An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions Journal of Retailing. ,vol. 70, pp. 163- 178 ,(1994) , 10.1016/0022-4359(94)90013-2
Allan P. Jones, Lawrence R. James, Psychological climate: Dimensions and relationships of individual and aggregated work environment perceptions Organizational Behavior and Human Performance. ,vol. 23, pp. 201- 250 ,(1979) , 10.1016/0030-5073(79)90056-4
Evert Gummesson, The new marketing—Developing long-term interactive relationships Long Range Planning. ,vol. 20, pp. 10- 20 ,(1987) , 10.1016/0024-6301(87)90151-8
Georgia T. Chao, Anne M. O'Leary-Kelly, Samantha Wolf, Howard J. Klein, Philip D. Gardner, Organizational socialization: Its content and consequences. Journal of Applied Psychology. ,vol. 79, pp. 730- 743 ,(1994) , 10.1037/0021-9010.79.5.730