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

Boukis, Achilleas, Kostopoulos, Giannis, Katsaridou, Iliana and Kaminakis, Kostas (2012) Enhancing contact employees’ fit with their environment and willingness to report service complaints. In: Academy of Marketing Science Conference,, 15-20 May 2012, New Orleans, US.

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Abstract

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).

Item Type: Conference or Workshop Item (Paper)
Schools and Departments: School of Business, Management and Economics > Business and Management
Depositing User: Achilleas Boukis
Date Deposited: 19 Jan 2016 12:36
Last Modified: 19 Jan 2016 12:36
URI: http://sro.sussex.ac.uk/id/eprint/59303
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