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Enhancing contact employees’ fit with their environment and willingness to report service complaints

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posted on 2023-06-09, 00:04 authored by Achilleas Boukis, Giannis Kostopoulos, Iliana Katsaridou, Kostas Kaminakis
This study adopts a multilevel research design in order to illustrate the importance of supervisor’s adoption of Internal Market Orientation (IMO) for shaping positive employee consequences. The equity theory and the fit theory are integrated so as to provide the theoretical background of the impact of IMO on employees’ fit with their organization and their supervisor. Evidence is provided regarding the effect of IMO on employees’ perceptions of IMO as well as on different fit types and behaviours beneficial towards the firm and their supervisor (i.e. willingness to report service complaints).

History

Publication status

  • Published

Page range

419-427

Presentation Type

  • paper

Event name

Academy of Marketing Science Conference,

Event location

New Orleans, US

Event type

conference

Event date

15-20 May 2012

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2016-01-19

First Compliant Deposit (FCD) Date

2016-01-18

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