Identifying determinants of employees’ brand performance in the delivery of interpersonal services

Boukis, Achilleas, Gounaris, Spiros and Lings, Ian (2014) Identifying determinants of employees’ brand performance in the delivery of interpersonal services. In: 2014 Global Marketing Conference, July 15 - 18, Singapore.

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Abstract

This study explores how the adoption of internal market orientation (IMO) can enhance front-line employee brand enactment within an interpersonal service setting. Two mechanisms are proposed: increasing employee fit with the service environment and enhancing employee brand knowledge/identification. Insights from equity theory and the person-environment paradigm are drawn upon to develop a theoretical model describing the impact of IMO on employee-organization fit (E-O fit), employee-supervisor fit (E-S fit) and employee-job fit (E-J fit) and the consequences of IMO on employee brand knowledge and brand identification. In addition, their role for front-line employee brand enactment is examined.

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: 20 Jan 2016 08:43
Last Modified: 20 Jan 2016 08:43
URI: http://sro.sussex.ac.uk/id/eprint/59329
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