Increasing energy and performance through customer passion: An organizational level study
Journal
Research on emotion in organizations
ISSN
1746-9791
Type
journal article
Date Issued
2014-07-29
Author(s)
Editor(s)
Ashkanasy, Neal M.
Zerbe, Wilfred J.
Härtel, Charmine E. J.
Abstract
This study investigates the situations in which productive organizational
energy (POE) and organizational performance increase through
customer passion, that is, perceived customers' affective commitment and
customers' positive word-of-mouth behavior. We integrate research on
POE with research on customer influences on employees. Based on
emotional contagion processes we develop hypotheses for the energizing
influences of customers at the organizational level. We test the hypotheses
using a dataset containing 495 board members and 8,299 employees
of 152 organizations. The results show that customer passion is positively
related to POE, which is in turn positively related to organizational performance.
Furthermore, the findings indicate that the effect of customer
passion on organizational performance through POE depends on top
management team's (TMT's) customer orientation. By providing first insights into the linkages and contingencies of customer passion, POE,
and organizational performance, this study puts forth a more holistic
understanding of the energizing effect of customers on organizations.
energy (POE) and organizational performance increase through
customer passion, that is, perceived customers' affective commitment and
customers' positive word-of-mouth behavior. We integrate research on
POE with research on customer influences on employees. Based on
emotional contagion processes we develop hypotheses for the energizing
influences of customers at the organizational level. We test the hypotheses
using a dataset containing 495 board members and 8,299 employees
of 152 organizations. The results show that customer passion is positively
related to POE, which is in turn positively related to organizational performance.
Furthermore, the findings indicate that the effect of customer
passion on organizational performance through POE depends on top
management team's (TMT's) customer orientation. By providing first insights into the linkages and contingencies of customer passion, POE,
and organizational performance, this study puts forth a more holistic
understanding of the energizing effect of customers on organizations.
Language
English
Keywords
Productive organizational energy
customer passion
moderated mediation
organizational performance
TMT's customer orientation
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Emerald JAI
Publisher place
Bingley UK
Volume
10
Number
1
Start page
49
End page
78
Pages
30
Subject(s)
Division(s)
Eprints ID
231228
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Name
Kipfelsberger Bruch 2014.pdf
Size
316.85 KB
Format
Adobe PDF
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