Work engagement as a reaction to work environment and customer outcome: a service marketing perspective
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The concept of work engagement and its impact on marketing performance continuesto draw the attention of research scholars and business professionals in developedcountries. As less research work has been carried out in this area in Asia, this studyreports several job resources, such as employee autonomy, employee advancement,employee role clarity, and organizational support as triggering factors of employeework engagement in Indian service setting. Additionally, using path analysis, the studyestablishes not only direct but also significant indirect relationships between variousjob resources and customer satisfaction. These indirect relationships are well connectedby several dimensions of work engagement as intermediating variables, thus furtherhighlighting the relevance of work engagement for service marketing practitioners.
Abstract
The concept of work engagement and its impact on marketing performance continuesto draw the attention of research scholars and business professionals in developedcountries. As less research work has been carried out in this area in Asia, this studyreports several job resources, such as employee autonomy, employee advancement,employee role clarity, and organizational support as triggering factors of employeework engagement in Indian service setting. Additionally, using path analysis, the studyestablishes not only direct but also significant indirect relationships between variousjob resources and customer satisfaction. These indirect relationships are well connectedby several dimensions of work engagement as intermediating variables, thus furtherhighlighting the relevance of work engagement for service marketing practitioners.
참고문헌 (57)
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